Experienced Dispute Resolution Representative – E-commerce & Insurance Specialist

Sophia Nguyen

Professional Summary

Detail-oriented Dispute Resolution Representative with 5+ years of experience managing escalated claims and disputes in e-commerce and insurance sectors. Expert in compliance with FDCPA, FCRA, HIPAA, and PCI standards, skilled in high-volume case handling, risk assessment, and customer de-escalation to achieve timely and effective resolutions.

Career Objective

Seeking to leverage dispute resolution expertise and regulatory knowledge to support a dynamic team focused on customer satisfaction and risk mitigation.

Work Experience

Dispute Resolution Specialist at OmniMarket E-Commerce Group

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Manage 60+ daily customer dispute cases involving order fulfillment, billing discrepancies, returns, and chargebacks. Investigate supporting documentation such as receipts and shipping records to verify claims and issue final decisions. Collaborate with fraud prevention and seller support teams to identify risk patterns and reduce chargebacks. Maintain dispute metrics and resolution timelines in CRM dashboards to meet SLA targets. Ensure case documentation complies with FDCPA and PCI audit standards. Trained five new staff on dispute categorization and response protocols, enhancing resolution consistency.

Claims Support Coordinator at Westward Insurance Services

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Supported auto and property insurance claim intake by verifying coverage eligibility and documenting claimant materials. Identified potential fraud indicators and escalated cases to senior adjusters. Maintained CRM and policy system updates to track claim statuses and communications. Recognized internally for exceptional case accuracy and timely follow-ups during audits. Partnered with compliance teams to ensure secure handling of HIPAA-sensitive documentation.

Education

High School Diploma

James Lick High School

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Skills

Technical Skills

  • Dispute Case Management
  • Chargeback & Fraud Investigation
  • Claims Intake & Documentation Review
  • FDCPA, HIPAA, FCRA, PCI Compliance
  • CRM Platforms (Zendesk, Salesforce)

Soft Skills

  • Customer De-escalation
  • Root Cause Analysis
  • Cross-functional Communication
  • Attention to Detail
  • Problem Solving

Certifications

FDCPA Compliance Certification

PCI Standards for Customer Data Protection

Conflict Resolution in Claims & Support

In-house Workshop

Score
85/100
Skills
82/100
Projects
0/100
Profile
88/100
Certifications
80/100
Header
85/100
Work Experience
83/100
Education
60/100
Expand education section with additional training or relevant coursework to improve professional depth.
Add measurable outcomes in work experience to demonstrate impact (e.g., percentage improvements, cost savings).
Include links to professional profiles or portfolios in the header to boost online presence.
Provide issuing authorities and additional details for certifications to enhance credibility.
Incorporate more industry-specific keywords related to risk mitigation, customer satisfaction metrics, and fraud reduction.
Strong expertise in regulatory compliance (FDCPA, HIPAA, FCRA, PCI) relevant to dispute resolution.
Quantified work experience demonstrating high-volume case management and team training.
Clear communication skills with bilingual proficiency enhancing cross-cultural interactions.
Well-rounded skill set combining technical CRM tools and soft skills like customer de-escalation.

Skills

82%
Skills are well categorized into hard skills, soft skills, and tools, which supports ATS recognition and recruiter scanning.
Including specific CRM platforms (Zendesk, Salesforce) is valuable for keyword optimization.
Consider adding proficiency levels or certifications linked to skills to strengthen credibility.

Projects

0%
Section missing

Profile

88%
Strong summary and objective clearly state expertise and career goals, which helps both ATS keyword matching and recruiter understanding.
Profile highlights quantify achievements (e.g., 'Managed 60+ daily dispute cases'), improving impact.
Could be enhanced by integrating more industry-specific keywords like 'risk mitigation' and 'customer satisfaction metrics'.

Certifications

80%
Relevant certifications are listed and recent, which supports ATS keyword matching and recruiter confidence.
Could improve by adding issuing authorities and brief descriptions of certification relevance.
Consider including certification numbers or links if available.

Header

85%
Header includes full name, professional headline, and contact information, which is good for ATS and recruiters.
Consider adding a LinkedIn profile or professional portfolio link to enhance credibility and networking.

Work Experience

83%
Descriptions are detailed and include quantifiable metrics (e.g., 'Managed 60+ daily cases'), which improves ATS keyword density and recruiter appeal.
Good use of compliance standards (FDCPA, PCI, HIPAA) which are critical keywords in this field.
Could improve by adding more action verbs and results-focused statements such as 'reduced chargebacks by X%' or 'improved SLA adherence by Y%'.
Dates are consistently formatted, aiding ATS parsing.

Education

60%
Education section is minimal with only a high school diploma listed; lacks higher education credentials which could limit competitiveness.
Including ongoing professional development is positive, but could be expanded with dates, course titles, or relevant certifications.
Could enhance by listing any relevant coursework or training related to dispute resolution or compliance.