Cinthia Lemus
Los Angeles,CA
Summary
Results-driven Senior Chargeback Analyst at Fashion Nova with expertise in chargeback management and effective communication. Achieved a 30% reduction in chargeback ratios through strategic analysis and collaboration. Proven ability to enhance team productivity and customer loyalty while managing high-pressure situations with professionalism and empathy.
Overview
9
9
years of professional experience
Work History
Senior Chargeback Analyst
Fashion Nova
Beverly Hills, CA
03.2023 - Current
- Manage end-to-end chargeback handling for credit and debit transactions, overseeing an average of 300–600 cases per month with consistent accuracy and compliance.
- Lead investigation into dispute trends, reducing chargeback ratio by 15–30% through targeted root-cause analysis and process adjustments.
- Prepare compelling representment documentation with win rates above 65–80%, depending on dispute category.
- Partner with fraud, operations, and customer experience teams to address recurring issues and reduce friendly fraud incidents.
- Train analysts on schemes, reason codes, and dispute best practices, increasing department productivity by 20%.
- Create dashboards and reports using Excel/SQL to monitor KPIs, representment success rates, and operational performance.
Fraud Analyst
Fashion Nova
Santa Fe Springs, CA
07.2020 - 2022
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Customer Service Representative
Fashion Nova
Santa Fe Springs, CA
03.2018 - 07.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Retail Associate
Windsor Fashions
Santa Fe Springs, CA
02.2017 - 2018
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed inventory effectively, ensuring proper stock levels and timely replenishment of merchandise.
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies during shift changes.
Education
High School Diploma -
Augustus Hawkins
Los Angeles, CASkills
- Proficient
- Chargeback management
- Data entry proficiency
- Organization skills
- Teamwork
- Teamwork and collaboration
- Customer service
- Time management
Timeline
Senior Chargeback Analyst
Fashion Nova
03.2023 - Current
Fraud Analyst
Fashion Nova
07.2020 - 2022
Customer Service Representative
Fashion Nova
03.2018 - 07.2020
Retail Associate
Windsor Fashions
02.2017 - 2018
High School Diploma -
Augustus Hawkins