Mackenzie Penick
Covington,KY
Summary
To secure a position with a well established company with a stable environment that will lead to a lasting relationship.
Overview
13
13
years of professional experience
Work History
Disputes Chargeback Specialist
NetSpend
10.2022 - 03.2024
- Facilitated strong working relationships with external partners such as banks, credit card companies, and payment processors to expedite resolutions when possible.
- Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
- Provided guidance on policy updates, industry regulations, and best practices pertaining to chargebacks and related issues.
- Streamlined the chargeback process for increased efficiency and reduced response times.
- Enhanced chargeback resolution rates by implementing effective dispute management strategies.
- Communicated effectively with merchants to gather necessary documentation and support for dispute resolution efforts.
FRAUD INVESTIGATIONS SPECIALIST
Concentrix
10.2021 - 05.2022
- Review reports of suspected fraud to determine need for further investigation
- Prepare written reports of investigation findings.
- Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
- Provided guidance on policy updates, industry regulations, and best practices pertaining to chargebacks and related issues.
- Streamlined the chargeback process for increased efficiency and reduced response times.
- Enhanced chargeback resolution rates by implementing effective dispute management strategies.
INSTRUCTIONAL ASSISTANT
Covington Independent Schools
02.2019 - 08.2020
- Provide extra assistance to students with special needs, such as non-English-speaking students or those with physical and mental disabilities.
GOLD CUSTOMER SERVICE REP
Citibank
02.2014 - 03.2015
- Assist top tier banking customers with their daily needs and wants
- From balances, transfers, to fraud reports and everything in between.
CUSTOMER SERVICE/MARKET RESEARCH
Convergys
01.2013 - 02.2014
- Conduct surveys and collect data, using methods such as interviews, questionnaires, focus groups, market analysis surveys, public opinion polls, literature reviews, and file reviews.
CUSTOMER SERVICE/ CASHIER
Macys
10.2012 - 01.2013
- Greet customers and ascertain what each customer wants or needs
- Compute sales prices, total purchases and receive and process cash or credit payment.
CHILD CARE PROVIDER
South Side Baptist Child Care
01.2011 - 08.2012
- Maintain a safe play environment
- Observe and monitor children's play activities
- Communicate with children's parents or guardians about daily activities, behaviors, and related issues.
ENCODER
DHL
10.2010 - 03.2011
- Read packages, enter data in specific data fields or onto tapes or disks for subsequent entry, using keyboards or scanners.
Education
Gateway Community & Technical College
Covington, KY08.2010
High School Diploma -
HOLMES HIGH SCHOOL
Covington, KY06.2010
Skills
- Time Management
- Detail oriented
- Computer Proficiency
- Adaptability
- Communication Skills
- Banking knowledge
- Microsoft Office
- Dispute Resolution
- Payment Processing
- Chargeback Management
References
Reference available upon request.
Timeline
Disputes Chargeback Specialist
NetSpend
10.2022 - 03.2024
FRAUD INVESTIGATIONS SPECIALIST
Concentrix
10.2021 - 05.2022
INSTRUCTIONAL ASSISTANT
Covington Independent Schools
02.2019 - 08.2020
GOLD CUSTOMER SERVICE REP
Citibank
02.2014 - 03.2015
CUSTOMER SERVICE/MARKET RESEARCH
Convergys
01.2013 - 02.2014
CUSTOMER SERVICE/ CASHIER
Macys
10.2012 - 01.2013
CHILD CARE PROVIDER
South Side Baptist Child Care
01.2011 - 08.2012
ENCODER
DHL
10.2010 - 03.2011
Gateway Community & Technical College
High School Diploma -
HOLMES HIGH SCHOOL