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.
