Antonio Gray Jr., professional headshot

Open to remote roles

Antonio Gray Jr.

Trust & SafetyFraud & Risk OperationsTier 2 Escalations

I investigate account risk, enforce platform policy, and resolve high-stakes escalations across social media, banking, and peer-to-peer payments.

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  • 95%+CSAT vs. an 80% department benchmark
  • 60–80complex cases handled per day
  • 8+ yrsin trust, safety, fraud & support

About

I'm a Trust & Safety, fraud, and risk operations specialist with 8+ years of experience across social media, banking, and peer-to-peer payments.

Today I review flagged accounts, appeals, and policy enforcement escalations for a global social media platform (name withheld under NDA), handling 60–80 complex cases a day while holding 95%+ CSAT against an 80% department benchmark. Before that, I investigated fraud flags, account takeover, and disputed transactions for Ally Bank, and unauthorized-transaction and payment dispute reports for Cash App. I'm known for consistent enforcement decisions under detailed procedures, thorough case documentation, and composure with sensitive or distressing content.

Experience

  1. Tier 2 Support Specialist, Policy Enforcement & Account Integrity

    Accenture · Client: a global social media platform (name withheld under NDA)

    2025 – Present

    • 95%+ CSAT vs. 80% benchmark
    • 60–80 cases per day
    • Review escalated user reports, flagged accounts, and appeals against community guidelines and terms of service, applying enforcement policy consistently across 60–80 interactions per day.
    • Investigate Tier 2 account integrity issues including account lockouts, 2FA failures, login errors, and suspected unauthorized access.
    • Exercise independent judgment in ambiguous and high-risk cases while adhering to detailed procedural requirements and SLA targets.
    • Partner with internal trust and safety, engineering, and policy teams to route and resolve complex or high-priority cases; recognized for thorough case documentation and cross-team escalation handling.

  2. Customer Service Representative, Account Security & Fraud Support

    Alorica · Client: Ally Bank

    Dec 2022 – 2025

    • 95%+ service accuracy
    • 4–5 agents coached
    • Researched and resolved fraud flags, disputed transactions, and restricted accounts in a regulated banking environment.
    • Verified customer identity and escalated suspected account takeover and unauthorized transactions to investigative teams with complete supporting documentation.
    • Handled 50–70 interactions per day across phone and digital channels while maintaining service accuracy above 95%.
    • Coached 4–5 fellow agents on procedures and quality standards, improving team response times and quality metrics across the shift.

  3. Customer Support Representative, Payments & Account Risk

    Ibex · Client: Cash App

    Dec 2020 – Dec 2022

    • Scam patterns escalated to risk review
    • Identified recurring scam and dispute patterns and built cases that resulted in suspicious accounts being flagged for risk review, escalating emerging trends to team leadership.
    • Reviewed reports of unauthorized transactions, compromised accounts, and payment disputes on a high-volume peer-to-peer payments platform.
    • Documented findings and routed cases to the appropriate internal risk and dispute teams within SLA.
    • Mentored new hires to accelerate onboarding and improve decision consistency across shifts.

Earlier: Shipment Coordinator, Amazon (2018–2020), coordinating 100+ daily shipments · Customer Service Lead, Publix (2015–2017), leading a front-end team of 10–12 associates.

Projects

Products I've built and shipped, including two community platforms with safety rules built in. For each one I wrote the product spec and broke it into tickets, then built it with Claude Code, reviewing and testing every change along the way.

Back in the Day

A nostalgia community for people who grew up 1990–2018: daily time capsules for every year, a story feed, live watch-party chat, a music archive and member profiles.

What I built

Designed the community safety rules and enforced them in the database: rate-limited chat, banned-term screening, an auto-pause when three or more established members report an account within 7 days, and permissions members can't grant themselves. The rules are tested against a real Postgres engine. Sign-in works with passkeys, Google and Discord.

Tools

  • Next.js
  • TypeScript
  • Tailwind CSS
  • Supabase (Postgres, row-level security)
  • Vercel
  • Claude Code
Read the safety case study Live site Back in the Day (opens in a new tab) Code available on request

Guidance

A mentor-matching app for people born 1990–2005 that pairs members with mentors who have already done what they're working toward.

What I built

Weighted match scoring across goals, experience, values, interests and life stage; connection requests and messaging; block and report tools; login and sign-up rate limiting (10 attempts per minute per IP); and email verification with single-use password reset links, ready to switch on.

Tools

  • Cloudflare Workers
  • Cloudflare D1 (SQL)
  • JavaScript
  • Claude Code
Live app Guidance (opens in a new tab) Shows example members · Code available on request

Grayscale Studio

A free art mockup generator. Upload a photo of your artwork, place it in a photorealistic gallery, home, or studio scene, and export a high-quality image to share.

What I built

Wrote the spec and five build tickets, then shipped each one: image upload with HEIC/TIFF conversion, a canvas compositing engine, AI-generated backgrounds, high-resolution export with native sharing, and offline support. During polish I found and fixed a bug that had kept offline mode from ever turning on.

Tools

  • React
  • TypeScript
  • Vite
  • Canvas API
  • Gemini API
  • PWA
  • Cloudflare Pages
  • Claude Code
Live demo of Grayscale Studio (opens in a new tab) Code available on request

Pigment

A color studio for painters. Sample any color from a photo, choose a medium and paint brand, and get a mixing recipe built from that brand's named pigments. Recipes and palettes save by project.

What I built

Specified a rebuild as 11 tickets, keeping the color math, crop geometry, and sampling logic in a pure, unit-tested core. Mixing ratios come from a closeness search in Lab color space across each brand's pigments, a starting point a painter can adjust by eye.

Tools

  • React
  • Base44
  • Tailwind CSS
  • Vitest
  • Claude Code
Live app for Pigment (opens in a new tab) Free sign-up · Code available on request

grayareaart.com

The portfolio and online shop for my art business, with an artwork gallery, print sales, and a commission inquiry flow.

What I built

A multi-page React site with Stripe checkout and webhook handling in Cloudflare Pages Functions, an inquiry form backend, structured data for search, and automated tests that run in CI on every push.

Tools

  • React
  • TypeScript
  • Tailwind CSS
  • Stripe
  • Cloudflare Pages Functions
  • Vitest
  • GitHub Actions
  • Claude Code
Live site grayareaart.com (opens in a new tab) Code available on request

Skills & Certifications

Trust & Safety

  • Trust & Safety Operations
  • Policy Enforcement & Appeals
  • Content & Account Review
  • Community Guidelines
  • Independent Judgment

Fraud & Risk

  • Fraud Investigation
  • Account Takeover (ATO)
  • Identity Verification
  • Disputed Transactions
  • Unauthorized Activity Escalation
  • Pattern & Trend Identification

Escalations & Support

  • Tier 2 Chat & Email Support
  • High-Volume Case Review
  • Case Documentation
  • SLA Adherence
  • CSAT Optimization
  • Records Management
  • Confidential Data Handling
  • Business Writing

Tools & Technical

  • Salesforce
  • Zendesk
  • Freshdesk
  • Agent Connect
  • SQL (Fundamentals)
  • AI-Assisted Development with Claude Code
  • Microsoft Office Suite
  • Excel
  • Outlook Calendar & Scheduling
  • 10-Key Data Entry
  • QuickBooks
  • Sage 50
  • Google Workspace

Certifications

  • SQL FluencyUdacity
  • DevOps FluencyUdacity
  • AI/ML FluencyUdacity
  • Generative AI FluencyUdacity
  • Agentic AI FluencyUdacity
  • Business & Accounting CertificatesSouth Texas College · Accounting I, Administrative Office Procedures I
  • Microsoft Office CertifiedMicrosoft

Beyond Work

Outside of work I run Gray Area Art, painting acrylic works and stipple ink portraits. It's where the gray palette on this site comes from.

Visit grayareaart.com (opens in a new tab)

Contact

Hiring for Trust & Safety, fraud and risk operations, AI safety, or Tier 2 support? I'd like to hear from you.