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Skills

  • Budgets
  • Case tracking and management
  • Data Validation and Accuracy
  • Adherence to SLA standards
  • Knowledge of standard
  • Root cause analysis
  • Customer Satisfaction Improvement Initiatives
  • Team management
  • Regulatory compliance
  • Banking/finance regulations knowledge

Work Experiences

  • Collaborated with senior management.
  • Boosted customer confidence in conflict resolution processes by 80%.
  • Co-led a cross-departmental project.
  • Achieved results within 10 months.
  • Achieved a 81% improvement in task efficiency.
  • Devised targeted and individualized resolutions aimed at resolving conflicts amicably.
  • Achieved Innovation Award recognition.
  • Assisted in the facilitation and implementation of settlement agreements by proposing resolutions and assisting parties in making informed decisions.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Dispute Analyst with 8 years of successful risk assessment and data analysis experience.
  • Accomplished in cross-functional teaming to resolve complex dispute cases, achieving a 53% success rate in large-scale case settlements, with strong attention to legal compliance.
  • Delivered sustainable results.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accomplished in cross-functional teaming.
  • Achieved a 64% case resolution success rate.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Comfortable in high-pressure settings.
  • Avoided over $8 in financial exposure.
  • Consistently exceeded customer satisfaction benchmarks.

Accomplishments

  • Trained team members in fraud detection techniques, resulting in a reduction in fraudulent chargebacks by $4 year over year.
  • Managed a high-volume dispute portfolio, driving a 20% decrease in turnaround time by implementing metric.
  • Managed a portfolio of 10 high-risk cases, achieving a favorable resolution rate of 82%.
  • Resolved product issue through consumer testing.
  • Documented and resolved initiative which led to process.
  • Assisted in developing regulatory compliance strategies that ensured 48% adherence to procedure, reducing potential legal fees by $4.
  • Improved customer satisfaction by 83% by spearheading a redesign of the dispute resolution communication strategy.
  • Reduced case backlog by 20% by overhauling case tracking processes and optimizing dispute management systems.
  • Collaborated with team of 16 in the development of procedure.
  • Negotiated with merchants and issuing banks, achieving reversal success rates of 40% on disputed transactions in 2 consecutive quarters.

Affiliations

  • International Mediation Institute (IMI) Certification
  • Institute of Internal Auditors (IIA)
  • Financial Data Management Association (FDMA)
  • International Council of Nurses
  • American Arbitration Association (AAA)
  • American Medical Informatics Association
  • Institute of Financial Services (IFS) School of Finance Membership
  • Financial Industry Regulatory Authority (FINRA) certification
  • Project Management Institute (PMI)
  • National Association of Social Workers

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Case Management Professional (CCMP) - Brightline
  • Certified Financial Services Auditor (CFSA) – The Institute of Internal Auditors (IIA)
  • Salesforce
  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • Certified Conflict Resolution Specialist (CCRS) - standard
  • Certified Fraud and Forensic Analyst (CFFA) - category
  • Certified Risk Management Professional (CRMP) - system
  • Certified Payments Professional (CPP) - Electronic Transactions Association (ETA)
  • Certified Payment Card Industry Security Auditor (CPISA) - PCI Security Standards Council

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