Sonya L. Hamilton
Summary
Talented professional proven successful in leading administrative team members in high-volume settings. Knowledgeable about regulations, managing files, and producing professional correspondence for diverse needs. Articulate communicator with strong attention to detail and superior work ethic.
Overview
29
29
years of professional experience
4
4
years of post-secondary education
Work History
Lead Dispute Coordinator
Incomm
Columbus
06.2014 - Current
- Managed daily task report to ensure appropriate actions on accounts, including case extensions with and without provisional credits.
- Submitted chargebacks and monitored chargeback maturity dates in compliance with VISA and MasterCard regulations and guidelines.
- Review and work complaints that come from BBB, CFPB, Attorney General, Escalation and other State Agencies.
- Provided guidance on departmental processes and best practices as a subject matter expert.
- Assigned cases to team members for timely resolution and compliance.
- Review the Quality Assurance scores with Dispute Coordinators to make sure the cases were worked correctly.
- Attend multiple meetings regarding the performance of the dispute department and customer service.
- Assisted in developing process documentation for operational procedures.
- Facilitated training sessions for new staff on company policies and tools.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Facilitated cross-department communication to expedite issue resolution.
- Resolved customer complaints in a timely manner while upholding company standards.
Chargeback/Dispute Analyst
Staffing Solutions/Incomm
Columbus
11.2013 - 06.2014
- Collaborated with processors, associations, and sponsors to optimize chargeback process efficiency.
- Conducted credit card chargeback investigations and prepared detailed reports.
- Diligently works with processors, associations, and sponsors to ensure that the optimization of the chargeback process is carried out in the most efficient manner possible.
- Submit negative balance and customer chargebacks for processing.
- Investigated credit card chargebacks and prepared comprehensive reports to support resolution.
- Updated customer accounts with relevant dispute information.
Chargeback Specialist II
TSYS
Columbus
12.2005 - 09.2012
- Collaborated with colleagues in Risk Management Department to enhance operational efficiency.
- Assisted customer service and customers with fraud and dispute related cases.
- Processed incoming disputes for customers in the dispute department.
- Assisted customer service and clients in resolving fraud and dispute cases, enhancing customer satisfaction.
- Researched fraud callback and monitored cardholders’ spending patterns.
- Educated the customers on minimizing any potential fraud risk.
- Submits fraud and non-fraud charges to be disputed.
- Contacts merchants for cardholders to resolve billing discrepancies related issues on credit card and debit card accounts.
- Followed the VISA and MasterCard fraud and dispute guidelines.
- Utilized proprietary analysis software to analyze, run reports, and monitor Risk Management Department call center representative calls.
- Responded to customer inquiries and concerns to facilitate solutions.
- Developed client-based knowledge games for representatives, improving their engagement and understanding of client needs.
- Assists team members with account and policy related concerns.
- Worked on the end of the month reports for the teams.
- Stepped in as acting lead for the teams.
- Used the following Microsoft software: Word, PowerPoint, Excel, Outlook, and Publisher.
- Analyzed transaction data to identify patterns in fraud and chargeback frequency, informing risk management strategies.
- Performed other department related functions as needed.
- Actively participated in teamwork within the department.
AVON Representative
AVON
Columbus
08.2005 - 12.2011
- Sold diverse beauty and personal products from AVON and MARK to meet customer needs.
- Achieved membership in Avon’s President’s Club with a total sales record exceeding $10,100.
- Assisted customers with inquiries about current beauty products to enhance product knowledge.
- Advised customers on relevant promotions to drive product interest and increase sales.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Enjoyed enhancing the overall buying experience for the customers.
Customer Service Representative I
TSYS
Columbus
03.2004 - 12.2005
- Assisted customers with inquiries and account profile issues, ensuring timely resolution and customer satisfaction.
- Distributed information to resolve customer problems and prevent future issues, enhancing overall customer experience.
- Utilized personal computer, mainframe, and software tools to provide accurate information to customers efficiently.
Blended Collector I
Spherion @ TSYS
Columbus
05.2003 - 03.2004
- Managed outbound and inbound calls for major banks to address customer inquiries and payment issues.
- Took payments and set up payment arrangements on past due accounts for cardholders.
- Assisted cardholders in identifying payment solutions and ensured accuracy of personal information.
- Negotiated payment plans with clients to facilitate timely debt resolution.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Reached out to customer to pursue payments, remind of obligations, and discuss default procedures.
- Developed repayment plans tailored to account holders' financial situations to facilitate debt resolution.
- Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
Office Assistant/Data Entry
Tom’s Foods
Columbus
11.2002 - 05.2003
- Contacted distributors for local snack food company to verify accuracy of billing information, store locations, and contact numbers on invoices.
- Supported data entry tasks using company software systems for accuracy.
- Organized distributor invoices for efficient storage and retrieval.
- Communicated with vendors to order supplies and promptly resolve issues to maintain operational flow.
- Supported data entry tasks using company software systems, ensuring high levels of accuracy in data management.
Customer Service Representative I
TSYS
Columbus
06.1999 - 11.1999
- Took inbound calls for a major credit card company.
- Handled billing, payment, and credit card inquiries for cardholders, ensuring accurate and timely assistance.
- Provided exceptional service to customers, fostering satisfaction and loyalty through effective problem resolution.
Cashier/Sales
Hollywood Connection
Columbus
01.1997 - 01.1999
- Sold point cards for family attractions; movie tickets and answered a multi-line phone and performed other office duties.
- Guided customers in planning family activities, enhancing their experience and satisfaction.
- Processed customer transactions efficiently at a popular entertainment venue.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions, and offered product advice.
- Assisted customers with inquiries about products and services offered onsite.
- Ensured accurate cash register operations during peak service hours, contributing to smooth transaction flow.
- Sold point cards for family attractions; movie ticket and answered a multi-line phone and performed other office duties.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ 09.2005 - 06.2008
Computer And Information Systems
Columbus Technical College
Columbus, GA 09.1999 - 01.2001
Kendrick High School
Columbus, GASkills
- Dispute resolution
- Chargeback processing
- Compliance monitoring
- Risk analysis
- Quality assurance
- Data analysis
- Database management
- Operational oversight
- Process documentation
- Team collaboration
- Training facilitation
- Effective communication
- Presenting ideas and plans
- Problem solving
- Attention to detail
- Time management
- Stakeholder engagement
Timeline
Lead Dispute Coordinator
Incomm
06.2014 - Current
Chargeback/Dispute Analyst
Staffing Solutions/Incomm
11.2013 - 06.2014
Chargeback Specialist II
TSYS
12.2005 - 09.2012
Bachelor of Science - Business Management
University of Phoenix
09.2005 - 06.2008
AVON Representative
AVON
08.2005 - 12.2011
Customer Service Representative I
TSYS
03.2004 - 12.2005
Blended Collector I
Spherion @ TSYS
05.2003 - 03.2004
Office Assistant/Data Entry
Tom’s Foods
11.2002 - 05.2003
Computer And Information Systems
Columbus Technical College
09.1999 - 01.2001
Customer Service Representative I
TSYS
06.1999 - 11.1999
Cashier/Sales
Hollywood Connection
01.1997 - 01.1999
Kendrick High School