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Competencies
Demonstrated experience with Risk Analysis.
Demonstrated experience with Chargeback Resolution.
Demonstrated experience with Bilingual Customer Support (EN/ES).
Demonstrated experience with Fraud Detection.
Demonstrated experience with Customer Retention.
Education
Languages
Experience
Risk Operations 4 Chargeback
Reviewed chargeback cases and seller documentation to determine eligibility under PayPal protection policies., Handled evidence validation for major processors: Visa, Discover, Synchrony, Omnipay., Managed 90–130 cases daily with accuracy and adherence to quality standards., In Protection Services, validated buyer evidence to assess dispute legitimacy., Maintained strict confidentiality and compliance in all operations.
Customer Support (Remote Chat)
Provided chat support for Disney+ customers regarding subscriptions, tech issues, billing, and cancellations., Maintained high-quality service with fast resolution time.
Customer Service / Sales / Retention
Delivered support on billing, pending/cancelled orders, and account status., Upsold service upgrades and worked on customer retention., Handled cancellations with empathy and professionalism.
Customer Service Representative
Supported BBVA clients with account inquiries and transaction issues (duplicate/declined/held)., Provided credits in special cases and technical guidance on mobile banking app., Fully remote position, maintaining performance with minimal supervision.
Family Care
Took time to care for my firstborn son., Gained deeper resilience, multitasking, and emotional intelligence—skills I continue to apply in the workplace.
Beauty Salon
Ran personal beauty business: customer service, inventory, budgeting, and marketing., Strengthened communication and business management skills.