Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
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Derika R. Burkes
Open To Work

Derika R. Burkes

Columbus ,GA

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Chargeback ManagerSenior Customer Service RepresentativeAssociate ManagerCustomer Service Manager

Work Type

Full Time

Location Preference

RemoteHybrid
Location: Columbus, GAOpelika, AlAtlanta, GAAuburn, AL
Open to relocation: Yes

Salary Range

60000/yr - 154000/yr

Important To Me

Career advancementWork-life balanceHealthcare benefitsWork from home optionPaid time off401k matchStock Options / Equity / Profit SharingPersonal development programsCompany Culture

Summary

Dynamic Chargeback Manager with extensive expertise in Issuer and Acquirer environments, adept at overseeing dispute operations to minimize financial losses and elevate win rates through strategic data analysis. Proficient in navigating card brand regulations, implementing fraud prevention measures, and optimizing workflows while fostering cross-functional collaboration. Demonstrated success in leading teams, refining processes, and ensuring compliance within high-volume settings. Committed to driving operational excellence and delivering impactful results in fast-paced financial landscapes.

Overview

24
24
years of professional experience

Work History

Chargeback Manager

Fullsteam
Auburn, AL
06.2021 - 02.2025
  • Managed all incoming disputes on the acquirer side for both PIN debit and credit card transactions, ensuring accurate intake, investigation, and timely response to all chargeback cases.
  • Implemented a comprehensive tracking system for incoming chargebacks and outgoing responses, improving visibility, workflow efficiency, and compliance with network deadlines.
  • Trained a team of employees—many with no prior dispute experience—by developing hands-on instruction, real-time coaching, and structured learning paths despite having no existing training materials.
  • Created detailed Standard Operating Procedures (SOPs) and Best Practices to guide internal teams and educate merchants on effective dispute prevention strategies.
  • Collaborated with merchants to identify root causes of chargebacks and provided actionable recommendations to reduce dispute volume and financial exposure.
  • Strengthened operational accuracy and consistency by establishing clear documentation standards and quality-control checkpoints across the dispute lifecycle.
  • Oversaw chargeback resolution processes to minimize financial losses.
  • Developed strategies for enhancing dispute management efficiency and accuracy.

TSYS Associate Manager

TSYS
Columbus, GA
04.2014 - 06.2021
  • Manage departmental operations for Issuer disputes and chargebacks. Responsible for managing daily operations of 19 team members, monitoring time, attendance and adherence of company policies to include necessary training. Coach, counsel and develop problem solving skills for team members to use daily producing great performance.
  • Oversee the efficiency/quality of work performed ensuring all work is completed in a timely manner and accurately based on service level agreement. Improve process procedures and productivity metrics.
  • Leveraged industry best practices to enhance operational efficiency within the organization.
  • Oversaw training and onboarding process for all newly hired employees within the Chargeback area.

Senior Customer Service Representative

Blue Cross Blue Shield of Georgia
08.2001 - 09.2010
  • Duties entailed but not limited to answering inbound calls for customer account inquiries, web submissions, processed claims, and provided providers with benefits and claim status
  • Efficiently worked an average of 15+ images per hr.
  • Assistance to lead with duties that included working VIP lists to help resolve irate customer issues, supervised six employees with department’s technical training material for new hires, and utilized working knowledge of Medical Terminology, ICD Codes, and CPT codes

Education

High School Diploma -

Kendrick High School
Columbus, Georgia

Skills

  • Payment processing
  • Effective communication
  • Client relationship management
  • Credit card processing
  • Chargeback analysis
  • Merchant services
  • Dispute resolution
  • Chargeback prevention
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Team building leadership

Timeline

Chargeback Manager

Fullsteam
06.2021 - 02.2025

TSYS Associate Manager

TSYS
04.2014 - 06.2021

Senior Customer Service Representative

Blue Cross Blue Shield of Georgia
08.2001 - 09.2010

High School Diploma -

Kendrick High School

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