Shawna Taylor Email & Phone Number

Cincinnati, OH, US

Cincinnati, Ohio, United States

• Maintain subject matter expertise to support dispute platforms and their associated teams (operational, development, and product).
• Research and resolve user problems, issues with software systems, production processing and production environments.
• Support change delivery initiatives, conversions and system implementations; develop business requirements and conduct user acceptance testing to provide business sign off.

Remote

• Investigate customers at risk of ToS, supportability, fraud and chargeback violations. Compile findings into detailed reports and determine plan for remediation or termination.
• Collaborate with cross-functional teams to develop and implement efficient processes to support the scaling of operations.
• Lead the development and implementation of strategies to optimize risk prevention and management, customer support, and partnership management.
• Develop and implement solutions to minimize risk and mitigate financial losses within the organization.
• Identify areas for process improvement to develop and implement solutions to optimize operational efficiency.
• Maintain positive relationships with strategic partners.

Remote

• Develop and maintain an in-depth understanding of the disputes and fraud landscape and trends in the market to proactively identify emerging risks and recommend mitigation strategies.
• Monitor and analyze data related to disputes and fraud cases to identify patterns and trends that can inform decision-making and risk mitigation strategies.
• Collaborate with cross-functional teams to develop and implement policies and procedures to prevent and mitigate risks related to disputes and fraud cases.
• Stay updated on industry regulations and best practices to ensure compliance with legal requirements and minimize risk exposure.

Cincinnati, Ohio, United States

• Develop and maintain subject matter expertise in chargeback processes and regulations to provide accurate and timely assistance to both internal and external stakeholders.
• Develop and implement best practices for managing chargeback disputes to minimize financial losses and improve overall customer satisfaction.
• Evaluate and analyze chargeback data to identify trends and potential areas for process improvement.
• Identify trends and patterns in chargeback disputes and develop strategies to proactively prevent future disputes.
• Provide white glove chargeback services for customer support.

Cincinnati, Ohio, United States

• Develop and deliver training programs for the chargeback team to enhance their knowledge and skills in effectively resolving chargeback disputes.
• Develop and deliver a comprehensive onboarding program for new hires in the chargeback team, ensuring they have the knowledge and skills to effectively resolve disputes and provide excellent customer service.
• Implement and oversee quality control measures to ensure accurate and timely resolution of chargeback disputes.
• Create and implement performance metrics and goals for the chargeback team, and regularly evaluate team performance against these metrics.
• Identify and implement process improvements to streamline chargeback dispute resolution and reduce the time taken to resolve disputes.
• Provide guidance and support to the chargeback team in handling complex disputes and escalations to ensure timely and satisfactory resolution for customers.

Cincinnati, Ohio, United States

• Develop and maintain a deep understanding of chargebacks and regulations, and effectively communicate this knowledge to customers.
• Provide exceptional customer service to resolve chargeback disputes and inquiries in a timely and professional manner, ensuring customer satisfaction and retention.
• Provide training and guidance to new representatives on chargeback policies and procedures to ensure consistent and accurate resolution of customer disputes.

Cincinnati, Ohio, United States

• Develop and maintain a deep understanding of chargebacks and regulations, and effectively communicate this knowledge to customers.
• Provide exceptional customer service to resolve chargeback disputes and inquiries in a timely and professional manner, ensuring customer satisfaction and retention.

West Chester, Ohio, United States

- Scheduled & conducted interviews with story contacts.- Drafted stores based on requirements provided by the editor.- Edited the story before final submission.

Cincinnati, Ohio, United States

- Developed project proposals for presentation to leadership.- Created timelines for project delivery & provided updates throughout timeframe.- Managed projects from inception to completion.- Coordinated events & facilitated small groups.

Blue Ash, Ohio, United States

- Led student orientation leaders team.- Assisted with interview & hiring process.- Created team training plan; developed content & planned activities.- Delivered training in group environment.- Created work schedules for student orientation leaders.- Coordinated new student orientation sessions.

Blue Ash, Ohio, United States

- Facilitated small groups during orientation sessions for new students.- Completed set up and tear down procedures for orientation sessions.- Led ice breaker activities & campus tours.- Assisted new students with navigation through class registration.

Bachelor Of Arts (Ba), Communication, General

Associate Of Science (As), Electronic Media Technology

High School Diploma