Experience

Co-op Solutions

• United States
• Financial Services
• 700 & Above Employee

• Chargebacks Operations Supervisor

  • Jan 2023 - Present

  Currently I concentrate on leading the Non-Fraud Mastercard and Visa teams. I also have experience supervising the fraud side of the house. I regularly meet with my analyst for one on one feedback regarding their work performance. I take care of all supervisory tasks such as : PTO, Schedule changes, corrective actions, etc. In addition to these tasks, I continue to train new analyst in different processes and in charge of developing new policies and procedures for my team and 3 other locations.

• Lead Chargeback Analyst

  • Apr 2022 - Present

  o Support the Mastercard fraud team with 1:1 , meetings, additional support after training. o Handle analyst and client case processing inquiries. o Create procedures for the team. o Lead several training classes

• Chargebacks Analyst I-III

  • Oct 2019 - Apr 2022

  Clive, Iowa, United States o Mastercard & Star network fraud case processing. o Handle inbound calls from clients and cardholders regarding open fraud/dispute cases. o Respond to client emails and ticket requests for non-escalated/escalated cases. o Mentoring new Analyst.

• Work Entry & Distribution Coordinator

  • Oct 2018 - Oct 2019

  Clive, Iowa, United States o Routed incoming case emails to analysts. o Entered new cases into Fiserv case systems. o Downloaded reports and uploaded documentation for fraud and dispute cases.

• Fraud Analyst

  • Aug 2017 - Oct 2018

  Des Moines, Iowa Area o Screen cardholder accounts to identify fraud and fraud trends o Handle inbound and outbound calls to answer fraud inquiries. o Close and re-issue cards for cardholders



Nationwide

• Insurance
• 700 & Above Employee

• Member care representative II & III

  • Jun 2016 - Aug 2017

  Des Moines, Iowa Area Handled calls of complex level about automotive policy inquiries for agents, members, and internal employees. In addition, processed amendments to policies at member’s request. Once promoted, I was trained in home and umbrella policies.



Sears

• United States
• Retail
• 700 & Above Employee

• Loss Prevention Analyst

  • Jan 2015 - Jun 2016

  Des Moines, Iowa Area Screened orders for fraudulent trends, made decisions based on research findings, took inbound calls from customers and approved or denied orders based on the information obtained. As an Interim Sr. Analyst, I trained new hires, took escalated calls, and worked in specially assigned queues.

• Case Management Representative

  • Jun 2014 - Jan 2015

  Reviewed orders containing errors and provided solutions such as: refunds, cancelations, and order replacements for customers. In addition, I was selected to train new hires and lead training classes for other departments.

• Automative sales representative

  • Nov 2013 - Jun 2014

  Des Moines, Iowa Area Inbound sales calls for automotive services, while providing great customer service.