Open To Work
Nicole Dickerson
Smiths Station,USA
Work Preference
Summary
Led teams in efficiently resolving customer disputes, significantly enhancing satisfaction and retention. Created and implemented training modules that improved onboarding efficiency. Fostered operational excellence through strategic collaboration across departments, ensuring compliance with industry regulations and elevating service standards.
Overview
16
16
years of professional experience
Work History
Dispute Resolution Supervisor-Fraud Operations
InComm Financial Services
Columbus, USA
05.2017 - 07.2026
- Resolved disputes related to reloadable and single-use gift cards efficiently.
- Guided team in resolving complex customer issues, enhancing customer satisfaction and retention.
- Partnered with departments and issuing banks to establish resolution best practices, enhancing operational effectiveness.
- Guaranteed adherence to company policies, banking regulations, KYC, and risk management protocols.
- Executed cross-functional initiatives to streamline operational workflows and improve communication efficiency.
- Created and executed training modules for new staff, enhancing onboarding efficiency and ongoing employee training
- Administered performance evaluations, providing constructive feedback to support employee growth for 8-18 staff.
- Applied advanced Excel functions and filters to support infrastructure.
Dispute Resolution Coordinator
InComm Financial Services
Columbus, USA
08.2010 - 05.2017
- Improved dispute resolution processes, ensuring prompt communication to cardholders while managing 40-60 cases daily.
- Partnered with cross-functional teams to streamline service delivery, contributing to increased customer satisfaction.
- Implemented workflow enhancements, transitioning from paper to digital case management using Jira, Snow, SharePoint, and Microsoft Access.
- Analyzed dispute trends to identify root causes, recommending targeted process enhancements.
- Developed knowledge of Visa, MasterCard, Pulse, Discover, and American Express transaction processes.
Education
Associate of Arts - Secondary Education
Southwestern Assembly of God University
Waxahachie, TX01-1997
High School Diploma -
Tioga High School
Tioga, LA01-1995
Skills
- Fraud detection
- Data analysis
- Policy implementation
- Quality assurance
- Cross-functional collaboration
- Problem resolution
- Team leadership
- Conflict resolution
- Communication
Timeline
Dispute Resolution Supervisor-Fraud Operations
InComm Financial Services
05.2017 - 07.2026
Dispute Resolution Coordinator
InComm Financial Services
08.2010 - 05.2017
Associate of Arts - Secondary Education
Southwestern Assembly of God University
High School Diploma -
Tioga High School