Sheena Barwado T.

I am an experienced Dispute Resolution and Chargeback Specialist with hands-on experience in payments, fraud-related cases, e-commerce operations, customer service, and quality control. My core expertise includes reviewing and investigating disputes, gathering evidence, preparing documentation, monitoring cases, handling escalations, and ensuring cases are processed accurately and within required timelines. I understand the importance of following SOPs while protecting the company's interests and maintaining a professional customer experience. 🔹 DISPUTES, CHARGEBACKS & FRAUD • Chargeback and dispute processing • Payment dispute investigation • Transaction and case review • Evidence and documentation preparation • Fraud-related case review • Case monitoring and follow-up • Escalation handling • Refund and payment concerns • SOP-based dispute processing • Identifying dispute trends and recurring issues • Accurate case documentation and reporting I understand that effective dispute management requires careful case analysis, proper evidence, accurate documentation, and timely action. 🔹 CUSTOMER SERVICE & E-COMMERCE My dispute experience has given me strong exposure to customer service and e-commerce operations. I can assist with: • Email and chat support • Customer inquiries and escalations • Refunds and cancellations • Order and payment concerns • Returns and replacements • Shipping and delivery issues • Customer retention and issue resolution • E-commerce administrative support I communicate professionally and respectfully while following company policies and protecting business interests. 🔹 DROPSHIPPING I can also support e-commerce and dropshipping operations, including: • Order processing and monitoring • Order status and shipping inquiries • Refund and replacement coordination • Customer and supplier communication • Payment and order-related concerns • General e-commerce support 🔹 QUALITY CONTROL & ASSURANCE I have a strong eye for detail and understand the importance of accuracy and consistency, especially when handling financial disputes and customer cases. I can assist with: • Case and ticket reviews • Quality assurance checks • SOP compliance monitoring • Identifying errors and inconsistencies • Customer interaction reviews • Performance and quality monitoring • Feedback and process improvement My goal is not only to identify mistakes but also to understand their root cause and help improve the process. 🔹 TEAM LEADERSHIP & MANAGEMENT While I have not held the formal title of Dispute Manager, I have assisted my team lead with managerial responsibilities and tasks, giving me experience with team coordination, workload monitoring, quality checks, escalations, SOP implementation, follow-ups, reporting, and supporting team members. My hands-on dispute and chargeback experience gives me a strong understanding of the work my team would be performing. I believe effective leadership requires more than assigning tasks—it requires understanding the process, supporting the team, maintaining quality, addressing challenges, and helping people improve. I am confident in my ability to grow into a formal leadership role and take ownership of team responsibilities. 🔹 SOPs, WORKFLOWS & PROCESS IMPROVEMENT I have experience working with SOPs, templates, workflows, and structured processes. I can follow established procedures consistently while also helping improve or develop SOPs and workflows based on a company's specific rules and requirements. My approach: Understand → Follow → Monitor → Identify → Improve → Maintain Quality. 🔹 CLIENT COMMUNICATION & REPORTING I understand the importance of clear communication when working with clients and managing operations. I can assist with: • Client updates and communication • Performance and workload reporting • Escalation reports • Case and dispute summaries • Identifying operational concerns • Recommending process improvements 🔹 WHAT YOU CAN EXPECT ✓ Strong hands-on dispute and chargeback experience ✓ Payments and fraud knowledge ✓ E-commerce, dropshipping, and customer service experience ✓ Quality-focused and detail-oriented work ✓ Team leadership and managerial exposure ✓ SOP and workflow development ✓ Professional client communication and reporting ✓ Adaptability to new tools and processes ✓ Strong ownership, accountability, and reliability ✓ Commitment to continuous improvement I may not have held every formal title associated with the services I offer, but I bring hands-on operational experience, strong process knowledge, leadership exposure, and a willingness to take responsibility and grow. I am looking for opportunities where I can use my experience to support a team, communicate effectively with clients, improve processes, and contribute to the success of the business. I don't just want to complete tasks—I want to understand the business, support the people I work with, improve the process, and help deliver results.