Vanessa Gullick
Columbus
Summary
Seasoned professional with over three decades of experience in driving client satisfaction through acute attention to detail and advanced problem solving skills. Eager to leverage this extensive background to transition into a role where i can deliver immediate value, support and immediately contribute to team success and operational efficiency.
Overview
31
31
years of professional experience
Work History
Chargeback/Representment/Senior Customer Service Advisor
JPMorgan Chase
Columbus, OH
01.1996 - Current
- Investigate Disputes: Evaluate transaction details to determine the validity of customer disputes, distinguishing between true fraud, friendly fraud, and merchant error.
- Managed evidence collection and organization of supporting documentation (receipts, tracking numbers, terms of service) to strengthen representment cases.
- Coordinated communication with cardholders, acquiring banks, merchants, and internal departments to expedite resolution of claims.
- Stakeholder Communication: Liaise with cardholders, acquiring banks, merchants, and internal departments to resolve claims quickly.
- Analyzed transaction data to identify and report emerging fraud trends, contributing to strategies aimed at reducing future chargeback rates.
- Answering Questions: Explaining product features, pricing and how to use services, general inquiries and escalating/transferring to other departments if necessary.
- Resolving Issues: Listening to complaints and offering resolutions.
- Managing Accounts: Updating customer details, handling billing and processing payments.
- Recording Data: Documenting interactions, request and resolutions.
Education
Business Management
West Virginia Institute Of Technology
Montgomery, WVSkills
- Complaint handling
- De-escalation techniques
- Communication strategies
- Procedure writing
- Task delegation
- Chargeback management
- Problem-solving skills
- Teamwork and collaboration
- Calm and professional under pressure
- Call center experience
- Email etiquette
- Reliability
Timeline
Chargeback/Representment/Senior Customer Service Advisor
JPMorgan Chase
01.1996 - Current
Business Management
West Virginia Institute Of Technology