Traci Lewis
Lithia Springs,GA
Summary
Excellence-driven professional with over 21 years of experience in Customer Service and Risk Management. Proven track record in handling high-volume caseloads and leveraging systems such as LexisNexis and CIS for effective risk assessment. Skilled in case management, employee training, and operational support, with strong proficiency in Microsoft Windows and advanced PC skills.
Overview
20
20
years of professional experience
Work History
Debit Card Disputes Advisor
Delta Community Credit Union
08.2022 - Current
- Manage up to 35 fraud cases daily, ensuring accurate data entry into the case management system for effective tracking and timely follow-up.
- Analyze and classify each case as a chargeback or dispute, submitting all necessary documentation to Visa in compliance with regulatory and network requirements.
- Communicate with members regarding case updates and meticulously documented all relevant account details to maintain clear and comprehensive records.
- Refer account for closure and initiate debit card revocations to prevent further unauthorized transactions and mitigate risk.
Member Service Representative
GreyStone Power
11.2017 - 07.2022
- Handled an average of 50 daily customer service call, efficiently resolving inquiries and service-related issues.
- Facilitated utility service activations and termination, and coordinated payment plans for members.
- Contributed to departmental projects and assisted with training initiatives for new employees.
Member Service Representative
Elwood Staffing
07.2012 - 12.2016
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized systems including SEDU, UPN, CCB, and Bill Matrix to process service connections and disconnections, and manage payment transactions for utility accounts efficiently.
Loss Prevention Investigator
Worldpay
09.2005 - 01.2011
- Ensured merchants processing practices aligned with card association operating rules through ongoing education and compliance monitoring.
- Reviewed daily merchant credit card processing to identify unusual or suspicious activity, ensuring adherence to card network regulations and mitigating potential risk.
- Monitored historical merchant activity related to MATCH listing, retrieval requests, and dispute trends to assess risk exposure and support decision-making.
Education
Master of Science - Criminal Justice
Albany State University
Albany, GASkills
- Financial services expertise
- Conflict resolution
- Chargeback resolution
- Data-driven transaction assessment
- Transaction monitoring
- Fraud investigation
- Teamwork
- Customer service
Timeline
Debit Card Disputes Advisor
Delta Community Credit Union
08.2022 - Current
Member Service Representative
GreyStone Power
11.2017 - 07.2022
Member Service Representative
Elwood Staffing
07.2012 - 12.2016
Loss Prevention Investigator
Worldpay
09.2005 - 01.2011
Master of Science - Criminal Justice
Albany State University
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