Managed Tier 1 and Tier 2 credit?card fraud &
dispute queues, taking ownership of
escalated calls and conducting end?to?end
investigations on identity theft, fraudulent
transactions, disputed charges, and recovery
accounts while ensuring strict adherence to
card?network and regulatory guidelines.
Verified caller identity through multi?factor
authentication tools (knowledge?based
questions, one?time passcodes, device?ID
checks, etc.), safeguarding customer data
and minimizing chargeback exposure.
Acted as Team Captain, partnering with the
Line Manager to coach and floor?support
agents, monitor KPIs, and drive
first?call?resolution and quality?score
improvements across the team.
Developed and presented business
projects/proposals—such as process?flow
enhancements and knowledge?base updates
—that streamlined dispute handling and
elevated both customer and agent
experience.
