Sonja Davis Email & Phone Number

• Oversee the Fraud, Chargeback, and Account Reconciliation teams across three international locations.
• Manage team operations and order pipeline against organization's forecast and monitor operations to ensure we maintain SLA.

• Oversee the North American and European payment operations analytics to mitigate financial loss. Monitored daily reports for 40 clients to identify if there are any anomalies of cash in and cash out.
• Created 22 KPI metrics of success for the account reconciliation operations and present them to executives monthly.
• Raised critical tickets and collaborated with different departments to root cause issues and find solutions for problems related to the front-end website, supply chain operations, nightly settlement jobs, and other.
• Project managed training scheduling and courses for employees and quality controlled the work post training. In addition, project managed with different departments and employees within department when critical issues.

Allen, TX

• Collaborated with a team to meet service level of 40 clients for fraud reviews of e-commerce transactions. Monitor and lead the fraud risk and account reconciliation for PFSW’s largest client as the subject matter.
• Minimized reporting processes to a third of average timing by efficiently and effectively revamping process. Created Standard Operating Procedures (SOP) documents for the team reflecting process.
• Reconciled account balances with chargeback mediation, cash applications and write-offs alongside researching with third party teams for transaction recordings. Delivered weekly and monthly reports to clients.
• Implemented new collection process to create better customer responses of collections to create less negative customer impact whilst reconciling lost money to the business.
• Lead individuals by delegating tasks, training employees on protocol and communicate with them about updates of policies. Led, planned and participated in team building activities within the department.

Allen, Texas

• Took account receivable inbound calls. Provided updates of account balances, processed credit card payments and provided invoicing documents to customers.
• Reviewed transactions for potential fraudulent activity.

Allen, TX

• Answered phone calls and organized request of the customer by submitting it to the proper department specialized in e-commerce sales and problem solving.
• Sympathized with the customers and provided care when events did not go as planned.
• Utilized across multiple clients with ability to mold into the demand at that time, whether be administration, sales or problem solving.