Godfrey M.
Mid-Level Dispute Resolution Specialist
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Godfrey M. is a seasoned Dispute Resolution Specialist with over six years of comprehensive experience in customer service and technical support within BPO and eCommerce environments. Godfrey's career spans three years of customer interaction handling and technical troubleshooting in high-pressure settings, complemented by three years dedicated to back-office dispute resolution. He has proficiently managed cases involving payment processors like Klarna, PayPal, and Shopify, ensuring decisions are precise and compliant with company protocols. In his roles, Godfrey has demonstrated expertise with systems such as Zendesk and Salesforce, solidifying his skills in dispute investigation and chargeback handling. From collaborating with internal teams to achieve case resolution consistency to maintaining SLA standards, Godfrey's attention to detail and effective communication are evident. His educational foundation includes a Bachelor of Science in Accountancy Technology (undergraduate) and specialized training in senior high school welding techniques.
Experience
Dispute Resolution Specialist (Back Office)
BPO / eCommerce Environment · 2023 — 2026Investigated high-volume dispute and chargeback cases utilizing transaction data, customer history, and internal guidelines. Ensured decisions were made accurately following company policies and payment processor standards. Managed disputes from platforms such as Klarna, PayPal, and Shopify through Zendesk, effectively communicating resolutions to customers via structured email support. Maintained compliance with SLA targets and internal workflows, collaborating with teams to ensure consistency in case outcomes.Customer Service Representative
BPO Environment (SOLAR) · 2022 — 2023Handled a high volume of inbound and outbound customer interactions, addressing billing inquiries and service-related concerns for homeowners. Conducted basic troubleshooting of solar system issues, coordinating with internal teams for effective resolution. Provided clear and comprehensive information to enhance customer understanding of services and billing, while ensuring timely follow-ups aligned with SLA expectations.Technical Support Representative
BPO Environment (COMCAST) · 2019 — 2022Delivered technical support related to internet, phone, and cable services by diagnosing and resolving connectivity issues. Utilized step-by-step troubleshooting to address service-related problems and coordinated technician visits for complex issues. Documented customer interactions, troubleshooting processes, and resolutions accurately in CRM systems, ensuring adherence to quality standards and performance KPIs.
Skills & Expertise
Education
- Bachelor of Science in Accountancy Technology (Undergraduate)Colegio De Sta. Ana De Victorias