Michael Horak Email & Phone Number

Prague, Czechia

As a dedicated Disputes Team Leader, I oversee a dynamic team responsible for managing the entire chargeback process from the merchant's perspective. This encompasses a wide array of tasks, including liaising with customers, coordinating with payment providers, and crafting comprehensive chargeback responses. My role also entails rigorous quality control to ensure accuracy and compliance with industry standards.Key Responsibilities:• Team Management: Lead and mentor a team of professionals, fostering a collaborative and high-performing work environment. Provide guidance on best practices in dispute resolution and effective communication with stakeholders.• End-to-End Chargeback Process: From initial notification to resolution, I orchestrate the entire chargeback process. This involves meticulous documentation, thorough investigation, and the timely submission of responses.• Stakeholder Communication: Act as the primary point of contact between our company, customers, and payment providers. Ensure seamless and transparent communication throughout the chargeback lifecycle.• Quality Assurance: Implement stringent quality control measures to guarantee the accuracy and compliance of chargeback responses. This includes regular audits and feedback loops to enhance team performance.• Process Optimization: Continuously identify opportunities for process improvement and efficiency gains within the chargeback management workflow. Streamline operations for enhanced productivity.By seamlessly integrating leadership, process optimization, and stakeholder engagement, I play a pivotal role in safeguarding our business interests throughout the chargeback process.

Prague, Czechia

As a Customer Support Agent, I played a pivotal role in ensuring exceptional service delivery through effective communication channels, including email and chat. My responsibilities extended to the critical task of investigating and managing chargeback claims, culminating in the creation of comprehensive merchant responses.Key Contributions:• Proactive Customer Engagement: Acted as a front-line representative, engaging with customers through both email and chat platforms. Demonstrated exceptional communication skills and a customer-centric approach in addressing inquiries, resolving issues, and providing timely assistance.• Chargeback Claim Expertise: Specialized in investigating chargeback claims, demonstrating a keen eye for detail and a thorough understanding of payment dispute processes. This involved conducting in-depth analyses, gathering supporting documentation, and formulating robust responses on behalf of the merchant.• Timely and Effective Resolution: Maintained a high level of efficiency in handling customer concerns and chargeback cases. Prioritized quick and accurate responses to mitigate potential financial risks and maintain customer satisfaction.• Collaborative Problem-Solving: Collaborated closely with internal teams, including finance and legal departments, to gather necessary information and documentation for chargeback responses. Ensured alignment with company policies and industry regulations.• Process Enhancement: Actively contributed to process improvement initiatives, offering valuable insights and suggestions to streamline customer support and chargeback resolution procedures.By excelling in both customer communication and the specialized domain of chargeback management, I played a crucial role in upholding the company's commitment to outstanding service and financial integrity.

Brighton, England, United Kingdom

Daily income auditBalancing and clearing ledgersInvestigating and defending chargeback disputesOrganazing and executing month-end closing proceduresAP - Confirming received deliveries for payment in Procure WizardAR - Processing guest invoices and any queries

Brighton, United Kingdom

• Training permanent and temporary staff.• Checking goods in and out, carrying out system integrity checks.• Resolving any customer queries in person, over phone or by email.• Ordering stock and communicating with suppliers.• Preparing events

Brighton, United Kingdom

Managing and monitoring activities of all employees in the Front office department - coaching, training and correcting.Acting as manager on duty - problem solving, dealing with complaints, disturbances or special requests.Counting revenue and balancing cash, credit cards and direct bill accounts.Closing, balancing and making necessary corrections.Analysing and investigating out-of-balance situations and making adjustments or corrections.

Tyn Nad Vltavou

I was responsible for data analysis.Due to recent OS upgrade of the company to Windows 7 I used my knowledge and presented the staff how to work in the newer system more efficiently.I prepared and co-ordinated annual exhibition including its opening and closing.

Accounting

AAT Foundation Certificate in Accounting – Level 2 • Processing payments and receipts and recording transactions in relevant journals.

Diplomed Specialist (Dis.), Specialized Sales, Merchandising And Marketing Operations

Passes in Business English, Economy, Accounting, Management. Other modules included: Marketing, Economic geography, IT, Logistics.

Education record