Expert in TSR, Chat Support, Risk Operations Analyst 

As an I.T. Helpdesk Analyst. I worked as an IT tech support troubleshooting our Lexmark Printers product such as laser printers and multifunction printers. I support one of the leading retail stores in the United States and Canada (Target). I identify the issue if it can be fixed on site or if it requires replacement parts that need to be shipped and installed.

As a Risk Operations Analyst, I worked with two of the leading Fintech companies Chime and Current. I handled all types of disputes claims such as Reg E Claims like Error Allegations (EA), UnAuthorized Transactions (UT) and Non Reg E claims.I investigated the dispute claims and identified fraud patterns such as account funding, spending pattern, behavioral patterns and disputes abuser. Once I identify that the claim is a friendly fraud I would then proceed to deny the claim but if deemed a genuine fraudulent transaction I would then proceed to initiate a chargeback and review the merchants representment. I also monitor chargeback and have a good track record of managing cases and monitoring my compliance. I also handled rebuttals and RFD in which the customer requested to review their denied claims and presented with new evidence. I would then re-open the case and review the new evidence and if deemed a legitimate fraudulent transaction. I would then proceed with the chargeback back.

As a general Virtual Assistant. I handle my clients day to day tasks for their shopify stores such as www.wondergears.com and www.5dartist.com. I handled customer support by replying to customers' concerns via Freshdesk and Facebook messenger, such as refund issues, product issues, returns, placing orders and modifying orders. I also handled fulfillment using shipstation once we received all the tracking numbers from our suppliers from China. I then encoded them in the shipstation and fulfilled the orders. I also communicate with our suppliers regarding the status of our shipments, orders and availability of their products. I handled chargeback issues as well in Paypal, Stripes and Square. I review the chargeback request from the customer's bank and gather all the necessary evidence and compile them to send as representation to the cardholder's bank. I also review the banks' responses to our representation and make an appeal if necessary.