MCCAULEY ADAMS

Led Trust & Safety, fraud prevention, billing, and customer operations for a high-volume, two-sided marketplace, overseeing risk mitigation strategies across payments, claims, and compliance.

• Built and scaled Trust & Safety and risk operations from the ground up, establishing fraud prevention protocols and compliance frameworks to protect revenue and reduce financial exposure
• Implemented payment risk controls leveraging Stripe pre-authorizations and Sift fraud detection, reducing chargebacks and fraudulent transactions
• Increased Stripe dispute win rate by 37% within 6 months, directly improving revenue recovery and reducing loss
• Designed and enforced compliance processes across claims, billing, and customer agreements, including updates to Terms of Service to strengthen financial protection
• Reduced outstanding debt by 95%+ through structured billing and collections strategies aligned with compliance and enforcement policies
• Identified and mitigated revenue leakage by implementing controls to track billed vs. actual service delivery, reducing “escaped revenue”
• Monitored and investigated suspicious platform activity, including off-platform payments, fraud attempts, and policy violations across customers and contractors
• Built SOPs and escalation frameworks to standardize risk handling, dispute resolution, and compliance enforcement across teams
• Partnered cross-functionally with operations and leadership to proactively identify risk trends and implement preventative measures

• Conducted detailed claims investigations within strict SLAs, balancing customer experience with financial protection
• Led department in first-offer claim resolution for 12 consecutive months, reducing prolonged disputes and operational costs
• Maintained top CSAT in department while enforcing compliance and policy standards

Led fraud prevention and risk analysis for a large-scale marketplace, protecting both consumers and providers from financial and reputational harm.

• Reviewed 100+ accounts daily to identify fraud, suspicious activity, and policy violations using Sift, Stripe, and Persona
• Prevented loss of $1.5M+ in assets by proactively identifying high-risk transactions and fraudulent users
• Managed 20+ chargeback disputes weekly, supporting documentation and investigation to maximize recovery
• Developed risk detection patterns and escalation protocols to improve fraud identification and response time
• Supported platform integrity by enforcing policies and maintaining high trust standards across users

• Managed 100+ escalated cases daily, resolving complex issues while using interactions to coach agents and improve performance
• Oversaw and supported a team of ~50 agents, driving service quality and consistency in a high-volume environment
• Identified knowledge gaps and partnered with internal teams to enhance knowledge base resources, improving agent effectiveness and reducing resolution times
• Strengthened customer experience by enabling faster resolutions, reducing wait times, and improving agent readiness in a rapidly evolving operational environment

• Managed 60+ customer and provider interactions per day across phone and digital channels in a high-volume, fast-paced startup environment
  Supported end-to-end marketplace coordination, facilitating communication between customers and service providers to ensure timely service delivery and issue resolution
• Maintained high service quality while adapting to rapidly evolving processes, tools, and operational changes in a scaling organization
  Contributed to improved customer experience by resolving inquiries efficiently and minimizing service disruptions across a two-sided marketplace
• Developed foundational expertise in marketplace operations, customer lifecycle management, and cross-party conflict resolution