Rena Macabebe

Highly analytical professional with extensive experience in chargebacks, fraud risk analysis, and ecommerce support. Combines strong data management, supplier coordination, and process improvement skills with a proven track record of handling high-volume cases, supporting product launches, and driving operational efficiency in remote environments.

Chargeback Analyst - B2Spin Limited - Remote

(2024-02 - 2025-09)

• Investigate, detect and perform risk analysis with regard to chargeback received.
• Review the account such as account history, profile and customer's activities and take necessary actions.
• Collaborate with teams with best practices, and identify fraud trends.
• Prepared, reviewed, and processed documentation and porting requests with strong accuracy
• Prioritized and handled multiple tasks and deadlines, ensuring SLAs were met
• Investigated discrepancies and escalated when needed, proposing actionable resolutions
• Generated reports on case status, trends, and performance metrics
• Utilized CRM / ticketing systems to log, monitor, and update case progress
• Provided customer support, addressed inquiries and complaints, and followed up to resolution
• Coordinated with internal teams (risk, payments, legal) for escalations or complex issues.

Virtual Assistant - E-Commerce Start-Up Company - Remote/Freelance

(2023-08 - 2023-12)

• Researched trending and high-demand products for Amazon
• Analyzed market trends, competition, and pricing to identify profitable opportunities.
• Prepared product research reports with demand insights and pricing strategies
• Sourced and communicated with suppliers to request quotations and compare costs
• Evaluated product requirements (materials, logo, packaging, shipping) to ensure quality and profitability
• Created and optimized Amazon listings (product details, pricing, shipping)
• Edited promotional videos for social media marketing
• Managed and moderated Instagram, Facebook, and TikTok accounts

Virtual Assistant - Administrative and Project Support Specialist - E-Commerce Start-Up Company - Remote/Freelance

(2023-08 - 2023-11)

• Inputting and formatting data from various sources into Google Sheets and Docs
• Documenting processes in Standard Operating Procedures based on call recordings and transcriptions.
• Managing emails and calendars to ensure timely responses and meeting commitments.
• Completing miscellaneous tasks like cleaning up transaction exports or customer data.

Sr. Dispute Representative - Visa Philippines Business Processing Center - Pasay City, Philippines

(2017-10 - 2022-11)

• End to end process of complex Fraud and Non- fraud dispute (Visa, Mastercard).
• Queue Management for different stages of cases processed.
• Analyze the rebuttal documents sent by the merchants to determine the decision to make on the case.
• Strategize with the leadership team to effective and efficient way to handle workload.

Dispute Analyst - Visa - Teleperformance Philippines - Makati City, Philippines

(2014-08 - 2017-09)

• Process dispute transactions for different Merchants.
• Monitor the cases created for chargeback until it is fully resolved.
• Send out letters to cardholder pertaining to their cases status.
• Analyze the rebuttal document sent by merchants to determine the decision on the case.
• Handles and provide information on the escalations/inquiries from Financial Institution regarding the status of the case.

Customer Service Representative - The Results Companies - Pasig City, Philippines

(2013-08 - 2014-02)

• Assist customer through inbound call with basic troubleshooting and queries regarding our product or account.

Bachelor of Science - Computer Science - Colegio San Agustin - Bacolod (2008-06 - 2012-04)