Lenora Simmons
Hampton,GA
Summary
Highly motivated Senior Chargeback Specialist with experience in internal and external financial network processing systems and MasterCard procedures and regulations. Flourishes in environments that thrive in resolving complex issues by formulating the best approach for a successful outcome.
Overview
8
8
years of professional experience
Work History
Senior Chargeback Specialist
FIS Global
Atlanta, GA
03.2022 - 07.2024
- Assisted a global financial service and technology company by reviewing, analyzing, and providing services to financial institutions and their customers throughout the chargeback dispute process. Duties entailed:
- Analyze and investigate fraud and chargeback disputes for financial institutions, cardholders, and merchants by providing recommendations for remediation and resolution to help mitigate and alleviate monetary loss.
- Respond to email and phone chargeback inquiries from cardholders and financial institutions efficiently and within a sufficient timeframe.
- Review, follow-up, and escalate disputes, when necessary, to provide adequate solutions based on expanded knowledge and use of FIS’s SOP Guide’s, MasterCard Chargeback Guide, SNOW, DRC, Worldpay, Resolve, Dealt, Microsoft Office, and other company resources.
- Possess excellent verbal and written communication skills along with superb customer service skills that build the highest levels of customer satisfaction.
- Ability to work remotely and independently from home or in a team-oriented environment to meet daily deadlines while maintaining the highest level of confidentiality of customers, financial institutions, and adherence to laws.
- Excellent organizational skills that allowed for better prioritization of tasks and successful outcomes.
- Trained, assisted, and coached colleagues on workplace development, processes, procedures, and technological programs.
Customer Service, Sales, Replenishment
Michael’s
Fayetteville, GA
03.2019 - 08.2019
- Customer Service and Replenishment Associate dedicated to providing exceptional service to customers and a broad knowledge of production, placement, and merchandise sold. Duties entailed:
- Greet customers with enthusiasm and a helpful attitude while also assisting with questions, selection of products, and merchandise information.
- Provide excellent customer service.
- Set weekly planograms and displays, restock merchandise, maintain inventory, and train new associates as needed.
Baking, Decorating Instructor (Independent Contractor)
Michael’s
Peachtree City, GA
06.2016 - 03.2019
- Experienced baking instructor with over 8 years' experience in various settings. A passion for helping students reach their fullest potential in baking and decorating while managing a business independently. Duties included:
- Create engaging lesson plans to encourage learning and development in all areas of baking and decorating.
- Exhibit excellent verbal and written communication skills to teach the fundamentals of baking to beginners and advanced students alike.
- Deliver outstanding customer service that helped to foster relationships and promote business, enthusiasm, engagement, critical thinking, and support throughout instruction.
- Organize, market, and promote baking classes and products, create schedules, type, print invoices, manage money and budgets, and maintain confidentiality and sensitive information of customers and students.
- Possess a broad knowledge of Microsoft Word and Excel to complete instructional tasks.
Education
Bachelor of Business Administration, Associate of Arts - Business Administration
AIU
Schaumburg, IL01.2012
Skills
- Microsoft Office (Word, Excel, Typist)
- MasterCard Regulations
- Excellent time-management, self-disciplined, motivated, well-prioritized
- Chargeback
- Customer Service
- Written & verbal communication skills
- Strong organizational & analytical skills
- Team oriented & Self-reliant
- Administrative, Technological
Timeline
Senior Chargeback Specialist
FIS Global
03.2022 - 07.2024
Customer Service, Sales, Replenishment
Michael’s
03.2019 - 08.2019
Baking, Decorating Instructor (Independent Contractor)
Michael’s
06.2016 - 03.2019
Bachelor of Business Administration, Associate of Arts - Business Administration
AIU