Sydney Kane
Newark,DE
Summary
Dispute Operations professional with 6+ years of experience in dispute resolution, fraud investigations, chargeback processing, and customer service. Skilled in researching transaction discrepancies, interpreting Visa and MasterCard regulations, and resolving complex cases while ensuring regulatory compliance. Recognized for strong attention to detail, analytical thinking, and delivering accurate results in fast-paced production environments.
Overview
9
9
years of professional experience
Work History
Chargeback Analyst III – Dispute Operations
Velera
10.2022 - Current
- Served as Acting Team Lead for two years during organizational transitions, providing team support, guidance, and assistance with issue resolution while helping maintain daily operations.
- Research and resolve dispute inquiries from members, financial institutions, merchants, and internal business partners.
- Review transaction history and supporting documentation to determine chargeback eligibility under Visa and MasterCard regulations.
- Process Visa chargebacks through VROL and complete required MasterCard documentation while ensuring compliance with association rules.
- Investigate discrepancies, evaluate merchant responses, and recover eligible funds while mitigating financial losses.
- Maintain accurate case documentation, communicate case updates, and obtain additional information to support investigations.
- Collaborate with Relationship Teams to resolve escalated cases while meeting departmental service level agreements.
- Manage a high volume workload while maintaining productivity, accuracy, and attention to detail.
Fraud Analyst
Bank of America
01.2020 - 01.2022
- Investigated suspicious account activity by analyzing transaction history and customer account information.
- Reviewed more than 50 customer accounts daily to identify potential fraud and unusual activity.
- Researched transactions, communicated with customers, and resolved fraud-related concerns.
- Reviewed reports to identify discrepancies and minimize financial losses.
- Ensured compliance with banking regulations, internal policies, and security procedures.
Call Center Scheduler
Homestar Remodeling
08.2019 - 01.2020
- Scheduled appointments for home improvement consultations and maintained accurate customer records.
- Resolved customer inquiries while supporting sales and operational goals.
- Completed detailed data entry and maintained high customer service standards.
Customer Service Associate
Wawa
10.2017 - 07.2019
- Delivered exceptional customer service in a fast-paced retail environment.
- Resolved customer concerns while maintaining operational efficiency and company service standards.
Education
High School Diploma -
Howard High School of Technology
Wilmington, DESkills
- Chargeback Processing
- Transaction Analysis
- Visa & MasterCard Regulations
- Regulatory Compliance
- Operational Research
- Data Analysis
- Written & Verbal Communication
- Attention to Detail
- Problem Solving
Timeline
Chargeback Analyst III – Dispute Operations
Velera
10.2022 - Current
Fraud Analyst
Bank of America
01.2020 - 01.2022
Call Center Scheduler
Homestar Remodeling
08.2019 - 01.2020
Customer Service Associate
Wawa
10.2017 - 07.2019
High School Diploma -
Howard High School of Technology