Skills
Team Leadership & Training
5-10 Years
Dispute & Chargeback Resolution
10+ Years
Payment Processing & PSP Management
10+ Years
Fraud Analysis & Risk Assessment
10+ Years
Customer Support > Ecommerce
2-5 Years
Process Improvement & Documentation
5-10 Years
Spreadsheets & Data Analysis
10+ Years
Credit Analysis & Underwriting
6 Months to 1 Year
AI Tools for Operations
1-2 Years
Experience highlights
Chargeback Analyst
Chargeflow
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April/2024
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Present
I handled the full dispute lifecycle for over 100 Shopify-based DTC and subscription merchants at an 80 to 85 percent win rate, processing 10,000 to 15,000 cases across Shopify Payments, PayPal, Stripe, Klarna, Braintree, and Airwallex. I built evidence-backed rebuttals using transaction data, carrier tracking, and authentication signals like AVS, CVV, and 3D Secure, defending cases over 20,000 USD per transaction.
Resolutions Lead
FINSTRO
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October/2022
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I handle dispute resolution, invoice validation, and escalated payment issues for a B2B fintech, working through 30 to 50 disputes and 90 to 150 invoice cases monthly within SLA. I built the dispute and invoice procedures from scratch, improving efficiency by about 20 percent. I recently added Credit Triage work, processing indicative loan offers for Australian SME lending, reviewing bank statements, validating GST via ABN Lookup, and decisioning on serviceability criteria.
Disputes Process Lead
Global Payments Processing Centre Inc.
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March/2021
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Present
I managed and helped hire new analysts and served as subject matter expert for a team of roughly 80 to 100 employees. I oversaw team case volume of 500 to 1,000 disputes per month from intake through arbitration, handled high-risk escalations, and acted as Team Lead when other leads were out. I built and ran training for analysts and external partners on card scheme changes and dispute strategies, and produced performance dashboards and recovery reports for leadership.
Senior Disputes Analyst
Global Payments Processing Centre Inc.
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October/2017
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Present
I handled the full lifecycle of chargebacks across Visa, Mastercard, Amex, Discover, and regional networks, taking the escalated and high-risk cases and working with Risk, Fraud, Finance, and Legal to resolve them. I managed daily volume of about 15 second chargebacks and 10 pre-arbitration and arbitration cases, processing roughly 21,000 to 24,000 cases over the role. I distributed caseload, ran reviews and coaching, and produced dispute trend and SLA reports.
Disputes Analyst II
Global Payments Processing Centre Inc.
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July/2014
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Present
I reviewed cardholder disputes in depth to determine validity, root cause, and whether each case was worth fighting. I handled chargeback, representment, and pre-arbitration cases while keeping strict adherence to card scheme deadlines, maintaining daily case volume of approximately 15 chargebacks, 8 reversals, and 10 second chargebacks, processing roughly 26,000 to 30,000 cases over the role tenure across multiple card networks. I also helped onboard and train new dispute analysts on workflows.
