Stephen King Daniel Madrona

Experienced call centre professional with a strong background in dispute resolution and chargeback processing, Skilled in case management, data analysis, and fraud prevention, with a proven track record of preparing detailed case responses for financial institutions such as PayPal and American Express. Adept at generating insightful reports to enhance customer communication and compliance monitoring. Committed to leveraging adaptive problem-solving skills to improve win rates and drive business success.

Dispute Resolution / Email Customer Service - Global Ebrand - Philippine

(2017-10 - 2026)

• Responded to dispute and chargeback cases from PayPal, American Express (Amex), Stripe, and other financial institutions by preparing detailed and timely case responses to help resolve issues in favour of the business.
• Extracted and organised case data from PayPal, Amex, Stripe, and internal systems for efficient dispute handling and tracking.
• Generated and maintained monthly reports summarising dispute outcomes (WON/LOST cases) for PayPal, providing insights into trends, win rates,

BS - Information Technology - Jose Rizal University, Mandaluyong (2017)