Meritxell Miarons Blanco

Experience

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  Caixa Penedes

  Jul 2008 - Sept 2011

  Bank Clerk

  • Assisted customers with their day-to-day financial transactions such as deposits, withdrawals, loan payments, ordering checks, applying for a bank account and/or credit cards, etc.• Made payments to bank customers after checking and validating customers’ signatures on checks.• Checked the availability of funds before making payments to customers.• Educated customers on bank products and services.• Maintained correctly a cash balance in the drawers during each shift.• Opened new accounts following a customer identification program: verifying the identity of the new client, proof of address, and verifying financials through customer’s ID, bills, and other bank statements.• Determined customer’s risk in terms of propensity to commit money laundering, terrorist finance, or identity theft via specific procedures.• Examined the credit history and other information to determine their creditworthiness.• Ensured bank policies and procedures comply with the rules associated with deposits and consumer lending. Show less

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  REL Cooling

  Sept 2013 - Jun 2014

  Cost Accounting Supervisor

  • Gathered all the labor information of the last year and other relevant costs to compare the data provided by the employees’ work sheet and the number of labor hours deflected in the final invoice.• Planned meetings and I presented results/conclusions to keep management informed of the current cost and possible loss of information.• Participated in the design and implementation of improvement solutions and best practices to increase productivity of the employees.

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  Indra BPO

  Jul 2014 - Aug 2014

  Documentation Agent

  • Analysed mortgage records.• Added with great accuracy all relevant numerical data in the system.• Checked methodically all the information added in the database.• Managed and archived all documents in an organized matter.

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  Challenge Acadèmia d'Idiomes

  Oct 2014 - Jun 2015

  Recepcionist & Secretary

  • Receptionist task: answering customer's inquiries in the school, payments, answering calls, etc.• Provided a proactive and professional service to the customers/students and deliver timely solutions where possible.• Performed administrative tasks with autonomy: managing monthly payments, managing orders, completing the billing correctly, and filling a balance sheet monthly.• Sent the weekly newsletter (Mail Chimp) and I updated the Facebook page.• Kept customers/students database updated and I added all the data protection permissions in the system.• Regularly updated schedules for the teachers and their students' list.• In contact with the teachers, organizing work activities, social events, and off-site events.• Performed other related duties: keep office equipment operational at all times, maintain stocks, etc. Show less

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  Autolux Ltd. O/A Rapid City Transportation

  Jul 2015 - Apr 2016

  Customer Service Agent & Account Manager

  • Point of contact with customers by phone or email, answering questions in promptly matter and booking the taxi service.• Created tickets in the system, adding customer's details, contact details, time of departure, and place of departure/destination.• Followed up the service to ensure that the customer found the car and was satisfied with the service.• Developed and maintained a long-term relationship with assigned customers.• Able to manage difficult situations.• Gave the customer the best solution to solve problems, and followed up to ensure resolution.• Created customer performance reports and communicate the results monthly to stakeholders.• Negotiated contracts and closed agreements with assigned customers. Show less

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  PayPal

  Apr 2016 - Feb 2019

  Risk Operations Analyst

  • Worked chargeback cases from different acquirers. For each case, reviewed the information provided by the seller (bank statements, invoices, order details), proof of delivery/shipping, account history, and payment flow. Gathered relevant information and created defense material to dispute cases.• Made the decision of disputing or accepting the chargeback depending on the information available.• My win rate and handling time (HT) was between the best of the team. • Created a presentation about best practices to help teammates improve HT.• Good understanding of PayPal's Seller Protection policy and good knowledge of the chargebacks process to make the right decision to cover or not the seller. Depending on the decision, reversed funds and limited customer's account to minimize loss.• Replied customer's emails related to chargeback inquiries, proactively educating customers about the chargeback process.• Trained new hires and presented the chargeback process to other teams.• Occasionally worked internal PayPal claims. Good knowledge of the Consumer Protection Policies. Accepted/denied claims depending on the information provided by the seller and customer's comments. Completed or canceled pending reversals when appropriated.• Restricted accounts when customers or sellers were not following PayPal's policy or were acting fraudulent. Escalated cases to the Fraud Investigations or Compliance team. Show less

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  Inditex

  Feb 2019 - Oct 2021

  Chargeback and Fraud Analyst

  • Gathered daily and weekly chargebacks received by Inditex (from all online transactions), and defended some of the chargeback cases, providing relevant information to the acquirer.• Looked for trends using Cybersource, from a single order by reviewing the customer's accounts and checking related orders. If possible, I reported it to the team, suggesting a new rule to improve the detection and prevention system.• Created win and loss reports from all chargebacks disputed by the team, displaying results by market, acquirer, and reason code. In consequence, improved the win rate 5-10% by prioritizing cases with non-fraud reason code and focusing on the acquirer that give us better results.• Constantly improved and simplified the chargeback process by detecting paint points and implementing new processes, from data collection to manual defense.• Created training material to outsource the manual defense process and other tasks related.• Implemented a chargebacks training plan and mentored other teammates/new hires.• Organized the chargebacks team tasks (daily/weekly) and followed up on the progress of teammates.• Arranged calls with the acquirers to follow up on our activity, monthly results, current issues, others.• Estimated and developed the budget to outsource the manual defense process.• Fraud investigations by markets from the transactions that received a chargeback. In case of fraud, blocking the account, marking details in negative, and suggesting a new rule.• Supported the fraud team by reviewing eCommerce orders in review pending (accepting/rejecting the order depending on the fraud investigation). Added order details into the negative list and block the customer's account, when the cardholder reported misused/fraud or police contacted reporting fraud. Show less

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  ESW

  Oct 2021 - now

  • Kept track of all the disputes/chargebacks received daily/weekly.• Investigated and resolved disputes (with fraud and non-fraud reason) from Visa, MC, AMEX, Diners, JCB, Klarna, and PayPal, in a timely and efficient manner. • Implemented dispute process improvements.• Monitored and evaluated chargeback activity to identify trends and patterns that could increase risk, such as delivery issues or confusing customer policies.• Maintained compliance with card brand regulations. Remained up-to-date on the regulation changes and developments. • Made recommendations and suggestions to other teams to ensure continued compliance with the new regulations. • Got involved in the automatisation of the defence process. Created cover letter and determined what information is relevant to include in the dispute document.• Run monthly analyses on the disputes performance. Win rate increased from October 2021, after applying improvements by 10-50%, depending on the acquirer. Substantial savings were shown, especially in the first half of year 2022.• Created a new internal process to follow up on the dispute lost cases to find out the reasons and with improvements reduce future losses/increase win rate.• Provided training and guidance. Helping to update internal policies or training other/new teammates to more effectively mitigate chargeback risk.• Serve as the main point of contact for chargeback-related inquiries, resolving issues promptly.• Built relationships and partner with the rest of the Risk Operations organization and cross-functional partners (payments, customer service, finance).• Take part of the recruiting effort and coordinate training for new hires. Show less

  • Disputes Team Lead

    Nov 2023 - now

  • Disputes Operations Specialist

    Oct 2021 - Nov 2023