Peggy Gutierrez

I've been in my field for at least 15 years, primarily working in customer service my whole life. About 5 years ago, I transitioned into scam prevention with Wayfair when they offered something new - just kind of seeing what scam was out there. I decided to give it a try and fell in love with it. My day-to-day involves reviewing orders for potential scam being included in them, having meetings with upper management on trends that we may see coming across, and determining if it's a trend and how often it happens. Right now, the biggest scam we see is returns - people trying to scam on things being returned, or some people try to do side businesses with it and get caught. I do a lot of detective investigation work, which is really the exciting part. One of my proudest professional achievements is helping create our return scam department within Wayfair - being able to create an entire department that I helped navigate rules for, different procedures, and drafting up emails to be used as templates. That was 5 years ago, and just to see it grow into what it has become today is honestly one of my biggest achievements. The biggest challenge I'm seeing right now is the integration of AI, which makes it really hard and difficult to determine certain aspects of scam since AI is being generated and used. It kind of makes it a little bit harder to catch it and see it. AI has a catch-22 - it's great in areas, but for my particular department, it does make it very difficult for us to actually effectively do our jobs and catch what we're needing to catch. I also have a travel business on the side that I started about 6 or 7 months ago. I help people book family trips, family vacations, girls trips, anything like that, and I also show them how they can make money with the business. I love the fact that anywhere I go, my business goes with me. My ultimate goal is to absolutely build my business to the point where I can retire myself and just enjoy living life and traveling the world.