Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Marlina Burnham

Ruskin

Summary

Detail-oriented and customer-focused professional with over 4 years of experience in fraud prevention, detection, debit/credit card disputes, and customer service. Recognized for exceptional written and verbal communication skills, fast and highly accurate typing abilities, and a strong capacity to resolve intricate financial issues with empathy and clarity. Proficient in multitasking, ensuring compliance, and maintaining data accuracy in high-volume settings. Experienced in operational process improvements, workflow streamlining for efficiency, problem-solving, and collaborative approaches to achieve organizational objectives. Demonstrates a track record of effective resource management and implementing best practices for operational success. Hardworking employee with strong customer service, multitasking, and time management skills dedicated to providing every customer with a positive and memorable experience. Committed job seeker adept at meeting company needs through consistent and organized practices. Skilled in working under pressure, adapting to new situations and challenges to enhance the organizational brand effectively.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Operations Specialist

Mission Lane
02.2024 - Current
  • - Investigate and resolve disputes, fraud alerts, and chargebacks with 98% case accuracy.
  • In-depth knowledge of dispute processes for credit/debit card transactions, chargebacks, ACH disputes, etc.
  • Familiarity with Regulation E (Electronic Funds Transfers) and/or Regulation Z (Truth in Lending) for compliance-based resolutions.
  • Knowledge of Visa, Mastercard, AMEX, Discover dispute guidelines and timeframes.
  • Skilled in analyzing transaction data to validate or refute claims.
  • Experience working with internal systems and third-party platforms (e.g., TSYS, Quavo, LexisNexis, etc.)
  • High level of accuracy in documenting case notes and maintaining detailed audit trails.
  • Strong attention to detail in reviewing account activity, transaction logs, merchant responses and customer input.
  • Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
  • Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
  • Utilized advanced analytical skills in order to resolve complex operational issues effectively.
  • - Provide clear written summaries and customer updates with zero grammar or typing errors.
  • - Maintain compliance with federal regulations and internal fraud protocols.
  • - Communicate empathetically with cardholders while de-escalating difficult situations.
  • - Enter and update sensitive data across multiple systems while meeting daily productivity goals.

Fraud Detection Specialist

USAA Federal Savings Bank
10.2021 - 08.2023
  • Delivered high-quality phone and written support for account inquiries, transactions, and disputes.
  • Maintained high customer satisfaction scores through professional and courteous service.
  • Typed case notes and emails quickly and accurately with strong attention to spelling and grammar.
  • Identified potential fraud activity and followed proper escalation procedures.
  • Assisted with team training on communication best practices.
  • Investigated potential fraud cases by gathering and analyzing data from various sources.
  • Analyzed customer activity, transaction patterns, and account information to identify suspicious activities or trends.
  • Performed risk assessment of customers based on their behavior and financial transactions.
  • Conducted research on emerging fraud trends in the industry and provided recommendations to management.
  • Responded promptly to inquiries from customers regarding fraudulent activities.
  • Served as primary contact for fraud claim inquiries taking a high volume of inbound calls.
  • De-escalated problematic customer concerns in a friendly, professional manner.
  • Made accurate and impactful decisions regarding fraud claims to best serve our customers and the company.
  • Collaborated with cross-functional teams to develop robust fraud prevention strategies, mitigating risks.
  • Provided subject matter expertise on complex cases involving multiple parties or jurisdictions, facilitating efficient case resolution.

Customer Service Representative

Wayfair
05.2020 - 08.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.
  • Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Bartender

Salty Shamrock
05.2018 - 06.2020
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.

Education

No Degree - Nursing Administration

Hillsborough Community College
Tampa, FL

Skills

  • - Fraud Investigation & Dispute Resolution
  • - Accurate Typing & Data Entry
  • - Customer Service & Call Center Support
  • - Written & Verbal Communication
  • - Regulation E & Z Compliance (if applicable)
  • - CRM & Case Management Tools
  • - Conflict Resolution & De-escalation
  • - Multitasking in High-Volume Environments
  • Project management
  • Risk mitigation
  • Attention to detail
  • Time management
  • Process improvement
  • Analytical thinking
  • Task prioritization
  • Data analysis

Certification

  • - Fraud Prevention or Banking Compliance Courses
  • - Customer Service or Communication Certifications

Timeline

Operations Specialist

Mission Lane
02.2024 - Current

Fraud Detection Specialist

USAA Federal Savings Bank
10.2021 - 08.2023

Customer Service Representative

Wayfair
05.2020 - 08.2021

Bartender

Salty Shamrock
05.2018 - 06.2020

No Degree - Nursing Administration

Hillsborough Community College

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