Lindsay MacBurney
Trenton
Summary
Hardworking and motivated manager with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
14
14
years of professional experience
Work History
Chargeback Manager
Electronic Payment Exchange by North American Bancorp
10.2024 - 02.2025
- Lead, support and develop a 15+ person team of Chargeback Analysts
- Ensure that all merchants are in compliance with card brand Rules and Regulations
- Develop and analyze operational and support metrics to measure the performance of the team
- Establish and monitor departmental workflow, quality controls, and goals
- Utilized Google sheets to create useful spreadsheets for tracking information, managing case loads and creating graphs
- Provided training sessions on dispute resolution techniques for new staff members.
Senior Dispute Team Lead
Barclaycard
Remote
06.2018 - 07.2024
- Monitor the team's daily work volumes and perform quality reviews to ensure department service levels and standards are met.
- Identify and drive improvement to existing service processes and procedures.
- Prepare and conduct monthly performance evaluations.
- Conduct thorough investigations in customer disputes, ensuring compliance with industry standards
- Assist in the onboarding and development of new incoming employees.
- Maintain and balance the departments general ledger accounts daily by verifying, allocating, posting and reconciling transaction
Client Service Supervisor
First Financial Bank
Fairfield
04.2017 - 06.2018
- Conducted regular team meetings to discuss performance, successes, and areas of improvement.
- Refer and cross-sell products and services; meet or exceed sales goals
- Maintain accurate completion of required monthly audits
- Supervised day-to-day activities of the client services team, including scheduling shifts and assigning tasks
- Managed cash handling, deposits and pay out funds in accordance with bank procedures
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
Personal Banker
Fifth Third Bank
Oxford
03.2016 - 04.2017
- Process and close Home Equity Loans, Easy Home Refinancing, Auto Loans, and Personal Loan applications
- Provide clients with the tools, information, and benefits to assist them in attaining their financial goals
- On duty manager when the financial center manager is unavailable
Loss Mitigation Underwriting Quality Analyst
US Bank
Cincinnati
11.2014 - 02.2016
- Analyze, evaluate and calculate expenses, credit and financial statuses to determine eligibility for Loss Mitigation assistance.
- Perform reviews and evaluate quality control reports and productivity.
- Identify and provide information that assists in providing proper feedback and coaching to employees.
Mortgage Collections Team Lead
Fifth Third Bank
Cincinnati
01.2011 - 11.2014
- Managed, distributed and documented the banks report for the top mortgage risk loans, which included first mortgage accounts with a balance of $500,000 or more
- Responsible for training new incoming employees
- Conducted regular reviews with team members to ensure quality assurance standards were met.
- Developed the collection departments training manuals and assessment exams
- Researched, resolved and submitted collection responses and disputes for investor audits and assessments
- Manage weekly team meetings
- Create and update all Excel spreadsheets and work lists
Education
History Education
Miami University
Hamilton, OHSkills
- Adaptability
- Analytical Skills
- Call Center Development
- Communication skills
- Conflict Resolution
- Critical Thinking
- Customer Service Management
- Operational efficiency
- Team collaboration
- Goal oriented
- Level Headed
- Organization Skills
- Problem Solving
- Responsible
- Self Motivated
- Team Leadership
- Training, coaching and development
- Time Management
Timeline
Chargeback Manager
Electronic Payment Exchange by North American Bancorp
10.2024 - 02.2025
Senior Dispute Team Lead
Barclaycard
06.2018 - 07.2024
Client Service Supervisor
First Financial Bank
04.2017 - 06.2018
Personal Banker
Fifth Third Bank
03.2016 - 04.2017
Loss Mitigation Underwriting Quality Analyst
US Bank
11.2014 - 02.2016
Mortgage Collections Team Lead
Fifth Third Bank
01.2011 - 11.2014
History Education
Miami University