Felipe Viana
@felipeviana1
Experienced fraud management professional with a focus on customer service.
United StatesWhat I'm looking for
With over a decade of experience in fraud management and customer service, I have honed my skills in analyzing and monitoring fraudulent activities while ensuring compliance with industry regulations. My current role at PSCU Service Centers Inc. has allowed me to develop a keen eye for detail and a strong understanding of the complexities involved in chargeback processing and fraud detection.
Throughout my career, I have demonstrated my ability to work under pressure and manage multiple projects simultaneously. My expertise in advanced Microsoft tools and my bilingual proficiency in Spanish and English have enabled me to communicate effectively with diverse teams and clients. I take pride in my commitment to exceeding expectations and delivering superior customer service, which I believe is essential for maximizing revenue generation in any organization.
Experience
Work history, roles, and key accomplishments
Fraud Management
PSCU Service Centers Inc
Jan 2013 - Present (12 years 5 months)
Analyzed and monitored lost/stolen reports and the First Track application to identify fraudulent activity and process chargebacks, re-presentments, and arbitrations per Visa/Mastercard regulations. Identified and reported fraud charges to Visa & Mastercard, processed necessary chargebacks with documentation, and maintained thorough knowledge of regulations (Reg E, Reg Z, MC/Visa rules). Processed
Chargeback Representative II
Fidelity Information Services
Jan 2011 - Jan 2013 (2 years)
Properly worked assigned dispute cases within a timely manner. Reviewed and analyzed cardholder disputes.
Chargeback Customer Service
Fidelity Information Services
Jan 2010 - Jan 2011 (1 year)
Answered calls from cardholders to review existing dispute cases. Created new dispute cases by gathering information from cardholders over the phone.
Customer Service Rep (Signature)
Fidelity Information Services
Jan 2008 - Jan 2010 (2 years)
Assisted cardholders with questions regarding their credit cards. Provided support on topics including balance inquiries, credit limits, late fees, and payments.
Credit Granting Representative
FACS Group
Jan 2006 - Jan 2007 (1 year)
Assisted cardholders and store representatives with credit-related inquiries. Provided support on topics including credit limits, balances, late fees, no interest accounts, and general customer service.
Manager
Cornerstone Hospitality Corp
Jan 2003 - Jan 2008 (5 years)
Recruited, hired, supervised, scheduled, and motivated a staff of up to 40 employees. Performed daily, monthly, and quarterly reports and managed daily duties.
Supervisor
HBC Tampa Bay
Jan 2004 - Jan 2006 (2 years)
Scheduled and supervised over 15 employees, monitored and corrected payroll, and tracked sales and performance reports. Served as the first point of contact for escalated customer calls and performed daily coaching sessions with representatives.
Education
Degrees, certifications, and relevant coursework
SCSt Petersburg College
Bachelor in Business Management, Business Management
Currently pursuing a Bachelor's degree in Business Management. Focuses on core business principles, including strategy, finance, and organizational leadership.
Englewood High School
High School Diploma, General Studies
Completed the standard curriculum for a high school diploma. Developed foundational academic skills across various subjects.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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