Ana

I worked at Verifi as a Chargeback Analyst, part of the Chargeback Operations team, where my main task was to reply to credit card disputes on behalf of our clients (merchants/sellers) regarding their customers' transaction claims. We had a variety of online companies: grocery stores, gyms, hospitality industry, health products, etc, each with their own backend for which we needed to get familiar with; which meant understanding, learning and being trusted with having access to their operational sensitive information, yet also leaving detailed notes regarding our actions for customer's access at any time, ensuring transparency within the service and terms of contract. It is worth mentioning that there were teams, each with their own TL, who managed the client's accounts and prior to working with client's disputes, their systems had to be integrated with ours in order to share relevant information needed to handle disputes, as well as an Operations manual meant to guide analysts handle the disputes, which I usually helped test, debug, and report issues in a detailed oriented manner so our Tech Team could address the situation. The overall success with the services provided, prompted their acquisition by Visa International thus becoming a slightly rebranded product:"Verifi, A Visa Solution", this brought a lot of pride to all the teams and departments involved, nonetheless great work was ahead of us in order to integrate both databases. In addition to my duties, I collaborated with other departments in order to improve our internal processes, team work and integration of systems between the existing Verifi's and Visa's in order to provide the outmost excellent service during the transition period. This demanded adaptability, patience, analytical skills as well as open, honest and professional communication to resolve problems or conflicts between departments. Within my specific team (CBOps), I was able to take on additional responsibilities as part of my role, this, due my dependable and proactive nature. I assisted with coaching peers to improve their output while maintaining a high quality of service. These peers were recommended by QA team and they would pair us up, thus I was a point of liaison between QA, Team Leads and peers. I was also responsible monitoring queues in order to maintain our KPIs, as well as be a point of contact while on duty for any questions colleagues had. I was expected to report any problems or issues that would prevent us from performing our duties diligently or delivering SLAs for our clients. As part of company's practices we took yearly anti-money laundering and compliance courses, among others.