Marilette Joy A.

Chargeback Specialist | E-commerce Customer Support Manager

Need someone who can protect your payment accounts and improve your customer experience at the same time? I help DTC e-commerce brands manage chargebacks, payment disputes, and customer support across PayPal, Shopify Payments, Klarna, Stripe, Airwallex, Gorgias, and Zendesk. My experience includes: • More than 6,000 disputes handled • Approximate dispute win rate of 75% to 80% • Chargeback rates maintained as low as 0.45% • Disputes managed across 15 international e-commerce stores • Multiple PayPal and Stripe accounts assisted through suspension recovery • More than 10 years of customer-support experience • Customer satisfaction ratings of up to 98% • More than 42,000 hours completed on Upwork I can help with: • PayPal, Shopify Payments, Klarna, and Stripe disputes • Evidence collection and persuasive rebuttals • Chargeback tracking and deadline management • Dispute trend and root-cause analysis • Chargeback prevention strategies • Gorgias customer-support management • Customer-service SOPs and response templates • Support-team coaching and quality reviews • Shopify customer support and operations • Subscription retention, refunds, and cancellations My approach is simple: resolve the immediate case, identify what caused it, and help prevent the same problem from happening again. I can work independently as a Chargeback Specialist or take a broader role managing customer support, coaching agents, improving workflows, and reporting recurring issues to management. If you need someone who can step into an existing operation and take ownership without being trained from scratch, send me a message.