Jake Copson Email & Phone Number

United Kingdom

At Hootsuite, I have proven to be a valuable asset of the team recovering potential lost revenue as a dispute service specialist whilst gaining a wide range of experience using VISA, Mastercard, Discovery, PayPal and American Express portals. My role has also involved extensive work in developing and refining new chargeback processes, from the initial receipt of a chargeback to achieving a resolution. This experience has equipped me with a comprehensive understanding of financial dispute mechanisms and the importance of maintaining robust and efficient processes.In addition to my technical skills, I have demonstrated strong analytical and problem-solving abilities, which have been critical in managing complex financial disputes. My involvement in process development has required a detail-oriented and proactive approach, ensuring that all procedures are streamlined and effective in mitigating risks and recovering funds.Along side managing incoming chargebacks, I have also honed my skills in assisting with various financial processes, including cash apps, credit checks, credit holds, non-standard payment terms, AR collections processes and more.

Coventry, England, United Kingdom

During my time as a Dispute and Chargeback Specialist I was one of the senior team members trained in handling specialist pre-compliance claims, Section 75 claims, fraud recoveries, and consumer chargebacks. I gained in-depth knowledge and expertise in managing and resolving various types of financial disputes using Visa regulations and the Consumer Credit Act 1974. This comprehensive training has equipped me with a thorough understanding of the entire dispute process, from the initial claim submission and investigation through to resolution and recovery. My experience in these areas has enabled me to efficiently navigate complex cases, ensuring accurate and timely outcomes while maintaining high standards of customer service and compliance.

Coventry, United Kingdom

Whilst in this role, I quickly rose to be a senior customer service agent as I was efficiently able to manage a high volume of inbound/outbound calls and browser based messages, ensuring prompt and professional responses to customer inquiries and concerns. I also regularly provided expert guidance and support to junior team members, through training and mentorship to enhance overall team performance and customer satisfaction. This helped the team with fostering a culture of continuous improvement and professional development.As a senior within the department I also had to handling complex customer issues and escalations. Through this I demonstrated strong problem-solving skills and a deep understanding of company policies and procedures. The role also heavily involved collaborating with cross-functional teams, ensuring seamless communication and coordination between departments. During my time, I consistently meet and exceeded performance targets, including call handling time, resolution time, and customer satisfaction scores, contributing to the overall success of the call centre.

Coventry, West Midlands, United Kingdom

As a Rugby Match Day Steward, I played a crucial role in ensuring the safety, security, and overall experience of spectators at the stadium. My responsibilities included managing crowd control, directing attendees to their seats, and providing assistance with any queries or issues that arose during the event. I conducted thorough checks of tickets and passes, ensuring that only authorized individuals gained access to restricted areas.I remained vigilant throughout the match, monitoring the crowd for any signs of disturbances or emergencies and responding promptly and effectively to incidents. Additionally, I provided clear and accurate information to spectators regarding stadium facilities, match schedules, and safety protocols.Working closely with other stewards and stadium staff, I contributed to a smooth and enjoyable match day experience for all attendees. My role required excellent communication skills, a calm and professional demeanour, and the ability to handle challenging situations with confidence and tact. Through my dedication and proactive approach, I helped maintain a safe and welcoming environment at the rugby stadium.

As a Coventry University student ambassador, I served as a representative and advocate for my academic program, playing a key role in promoting the course and enhancing the student experience. My responsibilities included participating in open days, campus tours, and orientation events to provide prospective and new students with detailed information about the course structure, content, and benefits. I engaged with prospective students and their families, answering questions, sharing personal experiences, and providing insights into the university culture and academic environment.Overall, my position as a student ambassador required strong communication and interpersonal skills, a proactive and enthusiastic attitude, and a deep commitment to fostering a supportive and engaging educational environment. By serving as a bridge between students and the university, I contributed to the ongoing success and reputation of my academic program.

During my time at St Giles Junior School I collaborated with Year 3 and Year 6 students and teachers to provide comprehensive educational support. This involved assisting with escorting Year 6 students on a five-day residential trip, actively participating in various activities such as rock climbing, abseiling, and kayaking to foster teamwork and personal development. Additionally, I worked closely with Year 3 students with Special Educational Needs, providing tailored support and encouragement to help them complete their classwork and achieve their learning goals.

Bachelor Of Science (Bsc), Forensic Investigations

Modules include: Criminal and Civil Law, Investigative Interviewing, Policing Studies, Professional and Academic Skills for Investigators.

A-Levels, Mathematics, Chemistry And Ict