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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    1. Patrick McKenzie‏ @patio11 21 Sep 2018
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      Patrick McKenzie Retweeted Cabel

      Pro-tip after you read this thread: Every financial institution is aware of this sort of issue. Ask for a “desk name” or internal extension and call back via a known good number. No apology required. It doesn’t significantly inconvenience the person you’re talking to.https://twitter.com/cabel/status/1043160213635837952 …

      Patrick McKenzie added,

      CabelVerified account @cabel
      I almost just got scammed hard: a cautionary tale. So, I got a call from the 1-800 number on the back of my ATM Card: Wells Fargo. I answered, and a Fraud Department agent said my ATM card had just been used at a Target in Minnesota, was I on vacation? Ugh.
      Show this thread
      13 replies 420 retweets 681 likes
      Show this thread
    2. Patrick McKenzie‏ @patio11 21 Sep 2018
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      The other pro-tip for navigating call trees at financial institutions: call their private bank or other elite service line and say “Hey I was just talking to the Fraud Department but got disconnected; can you transfer me? James Smith was his desk name.”

      1 reply 11 retweets 67 likes
      Show this thread
    3. Patrick McKenzie‏ @patio11 21 Sep 2018
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      A “desk name” is a pseudonym which is sometimes per-employee, sometimes per-interaction, and sometimes shared (hence the name). For fairly understandable reasons, customer-facing folks who deal with criminals in the ordinary course of business often don’t work under real names.

      2 replies 39 retweets 146 likes
      Show this thread
    4. Patrick McKenzie‏ @patio11 21 Sep 2018
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      A subtext to this conversation which is totally intentional: when you demonstrate that you are extremely sophisticated about things like this you say to front end reps “I’m either in the finance industry or a fraudster so either way you DO NOT want to take this call.”

      3 replies 9 retweets 90 likes
      Show this thread
      Patrick McKenzie‏ @patio11 21 Sep 2018
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      In other news: you’d be surprised how much mileage I got out of paying for college by working in a call center.

      6:32 PM - 21 Sep 2018
      • 4 Retweets
      • 126 Likes
      • ... Yury. Daniel Axelrod House of Black&White Matt (mpcm) Jonjo Magnus Petersen-Paaske Michael Hay Charlie Awbery
      6 replies 4 retweets 126 likes
        1. Marc‏ @marc_data 22 Sep 2018
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          Replying to @patio11

          I learned how to write trouble tickets in a call center. Now I'm in software on the other side of the trouble tickets. You can pick up all types of skills in any role. Thx for sharing.

          0 replies 0 retweets 2 likes
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        1. Some Guy‏ @ABezd 21 Sep 2018
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          Replying to @patio11

          Just use a local credit union. Skip the dumpster fire of a phone tree for someone who is up the street from me and answers the phone within 10 seconds of me pressing “0” BONUS: Fraudulent charges are taken care of over the phone, and are back within a half a day, at most.

          0 replies 0 retweets 1 like
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        1. Jeff G‏ @jeffrgq 21 Sep 2018
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          Replying to @patio11

          But have you seen @BootsRiley’s Sorry To Bother You yet??

          0 replies 0 retweets 0 likes
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        1. unfunk™. Since 1980‏ @unfnknblvbl 21 Sep 2018
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          Replying to @patio11

          interesting point about "desk names" - I work for the government (call centre) and we don't use them. I might suggest that to somebody moving forward. Thank you!

          0 replies 0 retweets 0 likes
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        2. Travis Baraki‏ @TravisBaraki 21 Sep 2018
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          Replying to @patio11

          I worked for a call center too but all I learned was people's preference for pork products.

          1 reply 1 retweet 0 likes
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        1. Joi Ito's Jibo sez assume you're asymptomatic‏ @JMEightDigits 21 Sep 2018
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          Replying to @patio11

          I paid for groceries during college by working at a call center, so I'm thinking neither of us got a degree in economics.

          0 replies 0 retweets 1 like
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