risk operations associate resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :

I am a very confident and experienced CSR, as well as, a Chargeback Analyst with over 10 years of experience. I have a background in Data Entry and Research as well. I wish to utilize my skills on a part-time basis in service to a reputable company. My goal is to achieve a balanced work and home life while progressing in my career.

  • Customer Service
  • Inbound Calls, Email Inquiries, & Virtual Chat
  • MS Office & Google Docs
  • Credit card payment processing
  • Data entry
  • Extensive use of CSR platforms, such as, Zendesk, Slack, CSC/ATG, My Client Line, ONYX database software, etc.
  • Online portals such as Chase Payment Tech, Little/Vantiv, Cyber Source Payment Portal, American Express, Amazon, and PayPal.
  • Issue researching and resolution
  • Exceptional verbal/written communication
  • Friendly, positive attitude
  • Critical thinking
  • Clerical support
  • Strong problem-solving abilities
  • Sensitive material handling
  • Multitasking and prioritization
  • Collaborative team player
  • Rudimentary ability to converse in Spanish when necessary.
Risk Operations Associate, 03/2014 to 01/2018
BlueflyCity, STATE,
  • Overall support of the Finance, Operations, and Customer Service departments.
  • Processed daily, all forms of Credit Card disputes, chargebacks, and pre-arbitration investigations for Visa, MC, Discover, Amazon and Paypal.
  • Responded to each chargeback by deadlines outlined by major credit card companies with appropriate documentation and research.
  • Monitored and reviewed incoming retail orders for fraudulent activity before processing using knowledge of the latest fraud trends.
  • Processed all merchandise return refunds, appeasements, price adjustments and manual credits on behalf of Bluefly customers, as well as, the customer service department and corporate staff.
  • Identified shipping and receiving dates and contacted internal personnel with status updates.
  • Handled returns of damaged products to respective suppliers, following all corporate return policies.
  • Assisted third-party, as well as, in house customer service representatives with Bluefly orders and problem resolution via email, phone and internal ticket systems, such as, ZenDesk.
  • Maintaining up to date standard operation procedures for my position, as well as, acting as a training assistant for customer service staff.
Chargeback Administrator , 11/2012 to 04/2013
Extended Stay HotelsCity, STATE,
  • Processed all credit card disputes (chargebacks) and merchant documentation requests company wide.
  • Responsible for lowJessicag the amount spent monthly by the company on chargebacks.
  • Ran reports from Chase Paymentech and Amex Merchant Services websites to create weekly and month-end reporting for supervisor and director of Sales Audit Department.
  • Chargeback analysis and fraud patterns provided to direct supervisor of Cash Audit Department.
  • Answered inquiries via phone and email from Managers, Regional directors, and Senior level executives.
  • Ensure PCI compliance and all follow up required to process each case.
  • Worked in conjunction with the operations and training department to create credit card processing procedure that would prevent future customer disputes.
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Completed various reports and analyzed each report to decide where improvements could be made.
  • Defined and created SOP's for my position to provide thorough and comprehensive training for all administrative support staff.
  • Recommended process and systems improvements such as changes to online payment processes and terms & conditions in order to save the company money when disputing chargeback cases.
  • I saved Extended Stay Hotels over $60,000 while I was employed with them.
Lead CSR & Office Manager, 09/2007 to 03/2012
Corporate RewardsCity, STATE,
  • Handled an account base of corporate and consumer clients, totaling over 40+ accounts, for an employee incentive company.
  • Provided phone and e-mail support for Consumer Customers, Program participants and Program Administrators, rectifying issues promptly.
  • Managed key account service, providing exceptional support to foster loyalty and retention.
  • Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Helped hire and train new Customer Service Representatives.
  • Trained new employees on company customer service policies and service level standards.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor, fast-tracking them for problem resolution.
  • Maintained all records/files, gift card orders, customer Inquiries, re-processing of previous orders, and I created unique client fulfillment orders (physical gift certificates.)
  • Ordered supplies for all office staff and kept inventory, as well as, set up supplier accounts and shipping providers FedEx, USPS, etc.
  • Processed by specified deadline all merchant services/ FDMS Inquiries/ credit card chargebacks.
Data Entry Clerk /Office Assistant, 01/1999 to 02/2007
Information BuildersCity, STATE,

Data Entry Clerk - DEC. 2003 – FEB. 2007

  • Maintained the Onyx database daily, entailed interfacing with various members of the marketing dept. Ensured the integrity of the data to ensure that we had the most current customer information (over 1,000 entries).
  • Successfully worked independently on major projects.Registered clients for E-seminars and trade show events.
  • Dealt with all mail returns and e-mail correspondences. Updated and maintained Marketing Excel spreadsheets daily.
  • Had extensive interaction with various IBI staff members to facilitate the general office needs of the Event Group and Lead Generation Group, including but not limited to copying, filing, and mail distributions.
  • Responsible for the organization and upkeep of corporate marketing literature and collateral (500 pieces).

Office Assistant/ Event Marketing Staff - JAN. 1999 – MAY 2002

  • Responsible for mailing travel itineraries to various employees and clientele (over 1000). Handled distribution of promotional items as well as general office duties, copying, filing, and mail distributions.
Education and Training
Associate of Arts: Liberal Arts And General Studies, Expected in 05/2006 to Pace University - New York, NY,
High School Diploma: , Expected in 06/1997 to Monroe-Woodbury High School - Central Valley, NY
Websites, Portfolios, Profiles

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Resume Overview

School Attended

  • Pace University
  • Monroe-Woodbury High School

Job Titles Held:

  • Risk Operations Associate
  • Chargeback Administrator
  • Lead CSR & Office Manager
  • Data Entry Clerk /Office Assistant


  • Associate of Arts
  • High School Diploma

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