Luciana Justice
Dallas,TX
Summary
Dynamic professional with a proven track record at Neiman Marcus Group, excelling in customer service and loss prevention. Expert in managing high-stress situations and resolving complex issues, enhancing customer loyalty. Skilled in data entry and MS Office, demonstrating meticulous attention to detail and time management. Achieved significant improvements in chargeback reversal success rates.
Overview
16
16
years of professional experience
Work History
E-Commerce Fraud Bank Chargeback Associate
Neiman Marcus Group
10.2019 - 05.2024
- Worked varied hours to meet seasonal and business needs.
- Respond to chargeback alerts in a timely manner.
- Gather evidence to support chargeback reversals.
- Prepare evidence for chargeback representment.
- Submit and monitor chargeback representment.
- Proactively detect and prevent fraud.
Executive Services Associate
Neiman Marcus Group
08.2013 - 10.2019
- Listening to customer concerns and addressing complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- 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.
Referral Associate
Neiman Marcus Group
10.2008 - 08.2013
- Totaling purchases and processing cash, check, and credit card payments.
- Reviews and resolves failed debit or credit card transactions.
- Manages group mailbox and provides timely response to payment issues.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Perform the monthly reconciliation of credit card master accounts.
- Research and adjust all open items, cash imbalances and variances.
Education
High School Diploma -
James Madison High School
Dallas, TX05.1994
Skills
- Customer Service
- Time Management
- Attention to Detail
- Computer Skills
- Courteous and Professional
- Data Entry
- Loss Prevention
- Customer Assistance
- Reliable and Responsible
- MS Office
Timeline
E-Commerce Fraud Bank Chargeback Associate
Neiman Marcus Group
10.2019 - 05.2024
Executive Services Associate
Neiman Marcus Group
08.2013 - 10.2019
Referral Associate
Neiman Marcus Group
10.2008 - 08.2013
High School Diploma -
James Madison High School