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6 ans d'experience

Competences

Chargeback Processing Card Payment Disputes Banking Operations Payment Dispute Investigation Fraud Investigation Customer Complaint Resolution Escalation Management Risk Mitigation Regulatory Compliance Visa & Mastercard Scheme Rules Digital Banking Support CRM Systems Customer Retention Case Management High‑Volume Customer Support

Experience

Disputes & Chargeback Specialist

Teleperformance SA

2024-05 -

Investigates card payment disputes and chargeback claims in line with Visa and Mastercard scheme rules, reviewing transaction data and supporting evidence to validate cases. Manages the full dispute lifecycle, coordinating with fraud, payments and operations teams to resolve complex issues while meeting strict service‑level targets. Ensures compliance with regulatory and internal banking policies, delivering fair outcomes and mitigating financial losses. Handles a high volume of cases, identifies recurring dispute trends and contributes to continuous process improvement initiatives.

Customer Service Consultant

Webhelp Outsourcing SA

2022-01 - 2024-01

Managed inbound customer enquiries, complaints and service requests, providing timely and professional resolutions in a high‑volume environment. Investigated customer concerns, applied company policies to deliver appropriate solutions, and handled escalations while maintaining a customer‑focused approach. Supported retention efforts by identifying needs and offering tailored solutions, ensuring compliance with service quality standards. Maintained accurate case records and contributed to team performance through effective communication and problem‑solving.

Debt Collector

ITC Business Administrators

2020-01 - 2021-06

Managed delinquent accounts, contacting customers to discuss outstanding balances and negotiate repayment arrangements based on individual circumstances. Followed established collection processes to recover debt while preserving professional relationships and confidentiality of financial information. Updated account records accurately and ensured compliance with internal policies and regulatory requirements. Collaborated with internal teams to resolve disputes and improve collection efficiency.

Langues

English

fluent

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