Rena M.

I help businesses manage chargebacks, disputes, fraud investigations, and payment-related operations with accuracy, strong attention to detail, and a clear understanding of both issuer and merchant perspectives. With 11+ years of experience in disputes and payment processing, I have worked across the full dispute lifecycle for Visa and Mastercard, including transaction review, reason-code selection, chargeback processing, representment review, evidence analysis, case monitoring, and resolution. What I can help with: ✅ Chargeback & dispute management — Visa and Mastercard ✅ Fraud and non-fraud transaction investigation ✅ Chargeback reason-code analysis and case assessment ✅ Representment and evidence review ✅ Customer/account history and transaction analysis ✅ Payment and fraud-risk investigation ✅ Dispute documentation, reporting, and case tracking ✅ SOP creation and process documentation ✅ Data cleanup, research, and administrative support ✅ Google Sheets, Excel, Tableau, Looker, Zendesk, and CRM/ticketing systems I have experience working from both issuer-side and merchant-side perspectives, which allows me to look beyond the individual transaction and consider the customer's account history, transaction behavior, available evidence, and overall dispute risk. My recent experience includes working as a Chargeback Analyst for an online gaming company, handling Visa/Mastercard disputes, reviewing customer activity and transaction history, assessing refund vs. representment decisions, gathering evidence, managing escalations, and helping recover disputed funds. I have also worked in a Visa business processing environment, giving me hands-on experience with dispute workflows from the issuer side. I'm comfortable working independently, following SOPs, meeting strict SLAs, documenting decisions clearly, and learning new systems quickly. If you need someone who can take ownership of your dispute queue, investigate cases thoroughly, and keep your documentation accurate and organized, I'd be happy to help.