Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Carlos Mardones

Team Leader Analyst
Miami Lakes,FL

Summary

Results-oriented team leader with 22 years of a solid professional career built in aviation and finance area dedicated to providing excellent customer service by developing operational and procedural improvements to increase productivity and efficiency. Accounting and finance background combined with effective analytical and problem-solving skills. Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively.

Overview

23
23
years of professional experience
4
4
years of post-secondary education

Work History

Credit and Collection Chargeback Team Leader

Norgewian Cruise Lines
Miami, FL
07.2016 - Current
  • Design and create operation dashboard statistics KPI'S reports of the monthly, quarter, and yearly productivity Identify inconsistencies of the credit card transactions to prevent and stop fraudulent charges competitive issues
  • Responsible for driving departmental efficiencies by creating manager controls resulting in improved the automatization of the internal process
  • Point of contact and representative of the dispute team for mid to high level communications
  • Mentoring and training of new employees in the chargeback workflow and dispute process
  • Manage and assigning daily cases for the chargeback analyst team members
  • Monitored disputed transactions for possible fraudulent activity
  • Provide resolutions and implements corrective actions to improve the dispute process
  • Identify and address opportunities for process and efficiency improvements in the dispute workflow and customer service
  • Researched and processed disputed cardholder transactions that are received from cardholders and merchant services
  • Processed chargeback claims through customer inquiries, as well as regulate, process, and updated claims staying informed on new chargeback notifications
  • Assist in daily tasks that maintain the optimal integrity of the Company's Accounting
  • Handled several aspects of the dispute process while ensuring compliance with Visa- MasterCard, American Express, Discover merchant
  • Utilized strong, solid knowledge of internal systems, analysis, research, and contracted compliance to resolve complex contract and chargeback issues.

Sales Auditor Coordinator

LATAM Airlines Group
Miami, FL
01.2015 - 07.2016
  • Manage and supervise billing and collection from Salon VIP Lounge located at Miami International Airport for airlines (Avianca, Taca, Swiss, Lufthansa, Iberia, Air France, and Turkish Airlines)
  • Prepared and create operation KPI’S report to facilities the billing and collection analysis
  • Supervise and coordinate activities of refund from an outsourcing company
  • Keep contact with other LATAM Territory offices related to transactions
  • Manage and supervise payments and credit transactions
  • Audits internal control and procedures to improve customer service
  • Ensure that company's internal policies, mechanisms, and guidelines around sales, refund, and revenue processes comply with regulatory standards.

Credit Card Coordinator

LATAM Airlines Group
Miami, FL
01.2013 - 01.2015
  • Manage and coordinate all chargebacks transactions with the outsourcing company to make sure that the goals and policies of the company are met
  • Monitor and ensure that credit cards transactions are processed correctly
  • Responsible for processing sales and credits of internal and external clients
  • Month-end Process, reconcile credit cards payments and adjustments using SAP program
  • Provide solutions and develop projects to improve area workflow
  • Analyze a wide range of documentation to find discrepancies.

Chargeback Analyst

LAN Chile Airlines
Miami, FL
01.2008 - 01.2013
  • Handled several aspects of the dispute process while ensuring compliance with VISA/ MasterCard, American Express, and Federal regulations
  • Researched and processed disputed cardholder transactions that are received in writing from cardholders and merchant customers
  • Process chargeback claims through customer inquiries, as well as regulate, process, and update claim staying informed on new chargeback notifications, processes refunds to merchants or cardholders, and assist in daily tasks that maintain the optimal integrity of the Company's Accounting
  • Monitored disputed transactions for possible fraudulent activity.

Revenue Accounting Analyst

LAN Chile Airlines
Miami, FL
09.1999 - 01.2008
  • Month-end closing cycle -Provisions, sales, refunds, debit memos, Credit Memos, credit card charges
  • General Journal entries to bank charges, taxes, shipping charges, exchange rates
  • Internal audits of ticket stock provided to agents in airports and ticket offices
  • Compiling and analyzing data for monthly management and reports to measure portfolio performance
  • Monitor the operational performance status and sales results according to the company policies
  • Investigate and resolve discrepancies in monthly bank accounts
  • Store Accounting files and documents in a safe place.

Education

Bachelor of Science - Business Administration Computer Science

Universidad Tecnológica De Chile Santiago
01.1995 - 01.1999

Skills

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Timeline

Credit and Collection Chargeback Team Leader

Norgewian Cruise Lines
07.2016 - Current

Sales Auditor Coordinator

LATAM Airlines Group
01.2015 - 07.2016

Credit Card Coordinator

LATAM Airlines Group
01.2013 - 01.2015

Chargeback Analyst

LAN Chile Airlines
01.2008 - 01.2013

Revenue Accounting Analyst

LAN Chile Airlines
09.1999 - 01.2008

Bachelor of Science - Business Administration Computer Science

Universidad Tecnológica De Chile Santiago
01.1995 - 01.1999

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Carlos MardonesTeam Leader Analyst