Anna Dendinger

About Anna Dendinger

I have 15 years of experience working in various technology and entertainment sectors, with a focus on customer support, experience, and satisfaction. Additionally, I have grown my skillset to include proficiency in fraud detection and mitigation from a billing systems perspective. In customer-facing situations I can promote problem-solving skills and techniques while quickly resolving issues. Within the workplace, I am constantly striving to ensure that our products are produced with quality and care, and I maintain that throughout my team. I am currently responsible for training team members with all aspects of my current role, with a focus on precision, and keeping up with current fraud trends. I get great satisfaction from making sure that things are done right - for my customers and my employer as well. I truly enjoy becoming extremely knowledgeable in all facets of my position so that I can pass that knowledge along to my colleagues, and customers; maintaining quality and improving our processes. I have proven to be reliable, and trustworthy working both remotely and independently in over 13 years of remote work, and I can also work well in a group/team environment.

Experience

1. Senior Billing Representative

   Kinsta®

   Dec 2022 — Present · US

   As a Senior Billing Representative, I am responsible for all of the same responsibilities of a Billing Representative, but also for providing guidance, training, and leadership to other team members, and assisting other teams with testing new features.Key highlights include- Taking ownership of the Billing Team\'s involvement in fraud detection and mitigation - Training all Billing team members for fraud-mitigation related tasks - At my request, an internal task force consisting of members of Billing, Abuse, Development and Sysops was created to discuss and resolve fraud-related activity at Kinsta - We have created workflows to effectively gather input from all stakeholders and management, to effectively and swiftly mitigate threats to our systems and payment processing reputation - We have maintained a low percentage of fraudulent dispute activity, despite our customer base and transaction activity steadily increasing in volume - Maintain a set of rules to flag new transactions in our payment processor depending on a variety of factors indicating high-risk - Worked over the last 6 months to proactively evaluate high-risk transactions based on risk scoring within our payment processor, to lower our risk threshold for all payments. We have a low rate of false positives with high-risk scores, and we have decreased the number of fraudulent accounts becoming active at Kinsta- Developed workflows for our entire team to request assistance from and work with other teams to determine if an account is fraudulent; additionally, workflows have been established for removing accounts as needed and blocking from our servicesI have also engaged the assistance of our Development team to tighten up our entire ordering system, allowing for permanent blocking of accounts and payments; I continue to work directly with our various teams to establish procedures and methods that meet current industry standards, and we are working to keep up with new fraud trends.

Education

• Capilano University

  Associate's degree, Interactive Design

  2006 — 2008

• Capilano University

  Associate's degree, Interactive Design