LaToya Coleman

Customer Service Professional

**** ****** *****.

Cincinnati, Ohio 45231

513-***-****

polishedcreationsllc@gmail.c

om

EXPERIENCE

Fidelity Investment Services, Cincinnati, Ohio –

Chargeback Specialist level II

August 2020 – PRESENT

• Processing chargebacks on behalf of merchants who have had a transaction reversed by a cardholder

• Working with the merchant to gather documentation to present to the bank or credit card company’s dispute department

• Communicating with merchants about the status of their cases, providing them with instructions for submitting documentation, and answering questions about the process

• Investigating the claim made by the cardholder, requesting additional documentation from the merchant where necessary

• Reviewing documentation provided by merchants, contacting them as needed to gather more information, and making decisions about whether to approve or deny a claim

• Reviewing merchant account activity to identify possible fraud or theft

• Reviewing chargeback claims to determine whether they are valid or whether they should be denied because of procedural errors

• Reviewing chargeback notices to ensure that the proper procedures were followed and that all rules were met

• Documenting all aspects of the chargeback process, including identifying the parties involved, summarizing the facts of the case, and recording the decision made on each case Polished Creations, Cincinnati, Ohio — Managing Manicurist July 2014 - PRESENT

• Licensed Nail Technician.

• 7 years’ experience as a Nail Technician

• Highly knowledgeable and proficient in the latest in nail art techniques such as sponging, taping, painting, digital nail art, stencil, air brush, decal, and stickers.

• Creative

• Artistic

• Great conversationalist

• Patient

• Excellent attention to detail

Union Institute and University, Cincinnati, Ohio — Receptionist

September 2009- September 2014

• Greet and welcome guests in person and via phone; answer and direct inquiries to designated department.

• Maintain logbooks, including sign-in/out logs, front desk expenditures, and calls received.

• Pick up and sort daily incoming correspondence and deliver sorted mail to addressees.

• Maintain executive managers calendars by planning and scheduling conferences, teleconferences, and travel.

• Develop and utilize effective filing and retrieval systems and maintain office supplies by placing orders and evaluating new products.

• Manage front office reception area by cleaning and organizing desk and visitor lobby.

• Assist in processing new admission packets

PharmaCare, Cincinnati, Ohio — Customer Service

Representative

March 2004 - October 2009

● Reviewing billing system (SPARCS) to verify patient’s eligibility to receive medication and updating necessary information

● Manage email correspondences and telephone calls by promptly responding or redirecting if necessary

● Communicate and follow-up with team members regarding outstanding issues or client service management tickets

● Securing and verifying a method of payment (MOP) for patient’s financial responsibility to prevent company bad debt

● Providing the employee with the leave packet with instructions specific to the type of leave for which the employee is applying

● Administer payments related to Workers Compensation claims, including medical bills and lost time

● Run reports in various systems to assist Supervisor of U.S. Benefits and Senior Leadership with budgets, finance and reporting

EDUCATION

Union Institute and University, Cincinnati, Ohio — BS September 2009 - June 2014

Bachelor of Science - Social Work

Western Hills School of Beauty, Cincinnati, Ohio — Certificate/License

August 2013 - July 2014

Ohio License in Cosmetology

SKILLS

● Ability to write and prepare detailed reports and spreadsheets

● Strong attention to detail

● Ability to apply concepts of basic algebra and finance

● Ability to communicate and respond calmly and professionally

● Project a professional and approachable demeanor

● Ability to explain complex information to others in an understandable manner

● Strong problem-solving skills

● Commitment to excellent customer service

● Excellent work ethic

● Ability to multitask

● Able to prioritize with little to no supervision

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