Sam
Analyst
Montreal, Canada
@gmail.com
NA
Skills
Leadership
Data Analysis
Project Management
Change Management
Languages
English
French
Farsi
Work Experience
Chargeback Analyst / Super
Nov 2022 - Current
Lead analyst responsible for disputing chargebacks for Super's travel business. Disputed thousands of hotel chargebacks recovering tens of thousands of dollars in lost revenue. Led implementation of process improvements includeing integration of Robotic Process Automation software.
Chargeback Analyst & Customer Support / Hopper
Apr 2021 - Nov 2022 & Jun 2019 - Apr 2020
Investigated instances of customer chargebacks for Hopper's OTA platform. Increased Hopper's chargeback win rate from 38% to 51% - eight months early - resulting in recovering USD$3 million in lost revenue. Integrated Google Apps Script automation decreasing manual input/processing time for chargeback disputes. Created automated, internal, self-service tools for customer service agents using Google BigQuery, SQL, and Google Sheets reducing the number of outside requests on chargeback department resources and decreasing response times for customer service agents. Assisted Fraud Prevention Team in identifying and combating platorm fraud by identifying and fighting an automated fraud-ring based out of Southeast Asia preventing over USD$200,000 in attempted fraud in 2022.
Intelligence Analyst & Operations / United States Air Force
Jun 2010 - Mar 2012
Experienced intelligence analyst using numerous methods of collection, analysis, and reporting to identify threats concerning international, geo-political events. Non-Commissioned Officer in Charge of operations, overseeing the planning, coordination, and execution of deployment readiness operations for 60+ member office. Planned, coordinated, and scheduled the training and flying schedules of 600+ members ensuring the successful execution of training and operational requirements; actively tracked readiness items to ensure smooth deployment. Reduced squadron's training backlog by 25%; reduced appointment cancellation rates by 40%. Prepared reports used by national-level policymakers and assisted in providing communications between technical and non-technical teams. Lead operator flying over 30 combat intelligence collection missions and contributing to 100+ intelligence reports.
Education
University of Nebraska Omaha
Dec 2018
MS in Political Science
Grand Valley State University
Apr 2012
BA in International Relations and Business
McGill University
Dec 2021
Certificate in Data Analytics for Business