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Skills

  • Operational improvement
  • Customer inquiries
  • Team management
  • Fraud mitigation strategies
  • Cross-functional collaboration
  • Project organization
  • Workflow Optimization
  • Team building
  • Customer Service Coordination
  • Chargeback case tracking and monitoring tools (Power BI)

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Collaborated regularly with the risk management team.
  • Oversaw the delivery of program project by system team, which resulted in program.
  • Solved program issues, improved operations, and provided excellent customer service.
  • Collaborated with the customer service team.
  • Cut potential fines by $16.
  • Analyzed high-value chargeback cases.
  • Transported ServiceNow to several months customer locations.
  • Conducted regular audits and end-of-period reconciliations of disputed transactions, reducing discrepancies by 27%.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Chargeback Specialist with a deep understanding of payment network regulations and merchant dispute resolution. Slashed chargeback claims by 34% through data-driven process refinements and KPI monitoring.
  • Achieved a 74% reduction in chargebacks.
  • Costs were consistently reduced while profits were increased.
  • Chargeback Specialist with 11 years of successful budget management and workflow optimization experience.
  • Achieved 23% faster dispute resolutions.
  • Accomplished Chargeback Specialist, adept at presenting executive-level reports and driving operational improvements. Injected 48% efficiency into processes by implementing cutting-edge case management software.
  • Accountant with experience managing accounts and collaborating with other departments.
  • Accomplished Chargeback Specialist.
  • Achieved a 82% on-time case closure rate.

Accomplishments

  • Collaborated cross-functionally with customer support to optimize case escalation workflows, reducing response time by 21%.
  • Analyzed chargeback data to uncover patterns, helping to design preventative measures that preempted 52% of potential disputes.
  • Successfully managed a backlog of 3 unresolved chargeback cases, improving workflow efficiency by 85%.
  • Resolved product issue through consumer testing.
  • Mentored a team of 5 chargeback specialists, resulting in a 35% improvement in departmental accuracy and dispute win rates.
  • Reduced average chargeback processing cost per case by $14, contributing to a 49% improvement in annual operating margins.
  • Resolved 7 high-priority chargeback disputes within 18 months, providing $5 in recovered revenue for the organization.
  • Reduced chargeback case handling time from one year to 6 months through process automation and staff training.
  • Led cross-department collaboration with the sales team to refine client communication, reducing chargeback frequency by 42%.
  • Resolved complex multi-country chargeback cases, ensuring compliance with varying regional regulations and resulting in zero legal fines.

Affiliations

  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Certified Dispute Resolution Specialist (CDRS) Program
  • National Automated Clearing House Association (NACHA)
  • Association for Supply Chain Management (APICS)
  • Dispute Resolution Institute
  • Electronic Transactions Association (ETA)
  • International Council of Nurses
  • Association of Information Technology Professionals
  • Financial Services Information Sharing and Analysis Center (FS-ISAC)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Project Management Professional (PMP)
  • ECommerce Fraud Prevention and Chargeback Management Certified - system
  • Certified Public Accountant (CPA)
  • CompTIA A+ Technician
  • Certified Financial Crime Specialist (CFCS) - system
  • Certified Business Process Professional (CBPP) - Association of Business Process Management Professionals International (ABPMP)
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • PCI DSS Compliance Certification - Payment Card Industry Security Standards Council (PCI SSC)

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