Rusell M.

Hello! My name is Rusell, and I’m an experienced Chargeback Specialist, Fraud Detection Officer, and Customer Service Representative with over two decades of BPO experience. The bulk of my professional experience has been with foreign banks in the US, UK, and Australia, where I handled customer service, fraud detection, chargebacks, disputes, investigations, and other banking-related concerns. My experience includes both onsite and hybrid work environments. While I don’t have previous remote-work experience yet, I bring extensive experience in banking and BPO operations, along with strong organizational, communication, problem-solving, and attention-to-detail skills. I’m highly adaptable, eager to learn, and ready to take on new challenges. I’m currently looking for full-time or part-time remote opportunities where I can use my experience

• Dispute Specialist

  ANZ Global Services · 2024 — Present
  Manage the complete dispute process, which includes investigating complex cases and overseeing claims case management. Adhere to dispute procedures as outlined by Visa Scheme Rules, ePayments Code, and EFT Code of Conduct. Address escalation calls, facilitate Case Assist/Workshops with Disputes Analysts, and support initial chargeback cases and inbound calls as required.

• Customer Protection Analyst

  ANZ Global Services · 2022 — 2024
  Timely action on accounts, including implementing provisions as needed according to credit policy. Identify and reduce potential risks in financial transactions, analyzing customer behavior and collaborating with compliance officers and law enforcement. Examine customer transaction history alongside online data, leveraging knowledge of fraud trends to assess the validity of claims.

• Fraud and Claims Operations Representative

  Wells Fargo Enterprise Global Services, LLC. · 2019 — 2022
  Address escalated inquiries and complaints that demand special handling, including those referred by high-level management. Conduct intake processes, determine the most suitable actions, and carry out investigative steps, including thorough research of product details and transaction processing, both monetary and non-monetary. Engage with customers, merchants, and various stakeholders to facilitate resolution of sensitive issues.

• Risk and Compliance Analyst

  Zigzag Media Inc. · 2018 — 2019
  Evaluate flagged participants and transactions within the marketplace. Investigate incidents of potential fraud and noncompliance, while tracking patterns associated with fraudulent activities. Research market trends, assess their effectiveness, and suggest enhancements to fraud detection systems and strategies.

• Fraud Risk Analyst

  Global Payments · 2014 — 2018
  Detect fraudulent and high-risk activities across transactions and businesses. Confirm the legitimacy of suspicious transactions through direct communication with merchants and validation against invoices. Continuously monitor credit card transactions to ensure compliance, and review refunds exceeding established thresholds before approval.

• Quality Assurance Analyst

  Global Payments · 2013 — 2014
  Collaborate with Service Delivery Team members to assess transaction accuracy within departmental processes. Conduct scheduled audits assigned by management via methods such as side-by-side and remote monitoring, as well as live barges. Compile and present reports detailing audit findings and recommendations, providing feedback on critical audits to Team Leads and Managers. Engage in calibration sessions with Team Leads and Business Partners.

• Customer Service Representative, US Voice Authorization / Chargeback

  Global Payments · 2010 — 2012
  Assist merchants in obtaining verbal authorization for credit card transactions. Educate merchants on the chargeback process, explaining reasons chargebacks occur and ways to mitigate future occurrences.

• Senior Agent

  Startek Int'l Ltd. · 2009 — 2010
  Provide real-time floor support to new and experienced representatives regarding product-related inquiries, in addition to managing escalated calls.

• Customer Service Representative

  Startek Int'l Ltd. · 2008 — 2009
  Deliver customer service support for AT&T Mobility clients, addressing issues related to billing, rate plan adjustments, technical difficulties, and account status changes.

• Technical Support Representative

  ePLDTVentus · 2007 — 2008
  Guide customers through troubleshooting processes for technical issues related to Dish Network satellite programming and coordinate service calls when necessary.

• Customer Service Representative

  ePLDTVentus · 2005 — 2007
  Assist Dish Network customers with inquiries regarding programming, billing, promotions, basic technical support, and new-service requests.

• Telemarketer / Recharger

  Focus Care Corp. · 2003 — 2004
  Contact Filipino customers located in the United States to promote and sell Tawag Na Direct reloadable prepaid phone cards, as well as assisting those who call to reload their cards.

• Telemarketer

  SVI Connect · 2003 — 2003
  Reach out to existing Pitney Bowes customers to promote a billing method that consolidates Pitney Bowes and FedEx statements into a single invoice.

• Bachelor of Science in Accountancy

  Polytechnic University of the Philippines · 1998 — 2002