Professional Experience
Project Manager
- Project manager for SaaS, RPA, and AI tool implementation within risk operations — resulting in $7M+ in combined savings, revenue recovery, and profit contribution.
- Expanded dispute operations from 4,500 annual chargebacks to 66,000+ in 2025, winning 68%+ of all disputes and recovering $6.8M+ in lost revenue in 2025.
- Chargebacks team lead with 3 direct reports, responsible for KPIs/OKRs, hiring (2 FT and 2 interns), merchant account health, policies, reporting, and workload management.
- Led AI integration into chargeback processes, reducing analyst workload by 6+ hrs/day/analyst, increasing win rates on automated disputes by 20%, and driving $5M+/year in recovery.
- Responsible for quarterly OKRs with an 80% target success rate, resulting in $500K+ in savings.
Chargeback Analyst & Support Agent
- Lead analyst disputing illegitimate chargebacks — friendly fraud and true fraud.
- Increased win rate from 38% to 51% via Google Apps Script automation and optimised response templates.
- Assisted Fraud Prevention in identifying a coordinated fraud ring based in Southeast Asia, preventing $200K+ in attempted fraud in 2022.
- Developed self-service analytics tools using BigQuery and SQL, reducing response times for CS agents by 24 hours.
Intelligence Analyst — Iran
- NCOIC of operations, overseeing deployment readiness scheduling.
- Processed 600+ minutes of raw intelligence, producing 3 high-priority reports for national-level policymakers.
- Lead operator on 30+ combat intelligence collection missions, contributing to 100+ intelligence reports.
- Reduced squadron training backlog by 25% and appointment cancellations by 40%.
Education & Certifications
Master of Science in Political Science
December 2018
Bachelor of Arts in International Relations
April 2012
Associate in Intelligence Technology
April 2017
Associate of Arts in Persian
April 2018
Professional Development Certificate — Data Analytics for Business
December 2021
Google Data Analytics Professional Certificate
December 2021
Google Project Management Certificate
June 2024
Google AI Essentials Certificate
August 2025
Key Skills
Languages
Persian Farsi · Afghan Dari · French · Basic SQL
Technologies
Luminai · Automat · Stripe · Braintree · Adyen · Sift · Riskified · Ethoca · Verifi · PayPal · Justt AI · Chargeblast · Checkout.com · Pagos · Notion · Confluence · Jira · monday.com
Other Qualifications
Former TS/SCI Clearance · Agile Project Management · RC-135 Cryptologic Operator · Airborne Cryptologic Language Analyst (Farsi)
Awards & Recognition
Air Force Commendation Medal — Meritorious Service
Air Force Good Conduct Medal — Oak Leaf Cluster
Airman Leadership School Graduate