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markguarin11

Mark R

@markguarin11

Customer service specialist

Philippines
English
About me
Results-driven Fraud and Chargeback Analyst with over 10 years of experience in fraud prevention, chargeback dispute management, credit card fraud investigations, team leadership, and process training. Skilled in Shopify, Gorgias, transaction monitoring, risk analysis, and customer account verification. Proven ability to reduce fraud losses, improve operational efficiency, and deliver exceptional customer support in fast-paced environments.... Read more

Skills

m
markguarin11
Mark R
Offline • 
Average response time: 1 hour

See my services

Corporate Investigations
I will review shopify orders and detect fraudulent transactions
From$10 / projectMore details

Work experience

Magic

Fraud and Chargeback Analyst

Magic • Full-time

Sep 2025 - Present • 11 mos

- Monitor Shopify orders for potential fraud by reviewing risk indicators, payment history, customer behavior, and transaction details. - Investigate high-risk orders and determine whether to approve, hold, or cancel transactions to minimize fraud losses. - Manage chargeback disputes by gathering evidence from Shopify, Gorgias, and payment processors to prepare compelling representments. - Utilize Gorgias to communicate with customers regarding order verification, payment disputes, and chargeback-related inquiries. - Analyze fraud trends and recurring chargeback reasons to identify risks and recommend improvements to fraud prevention processes. - Contribute to reducing chargeback rates and protecting company revenue through proactive fraud detection and effective dispute management.

Macy's

Trainer / Team leader

Macy's • Full-time

Jun 2019 - Jan 2020 • 7 mos

Process Trainer - Conducted cultural and communication training to help agents communicate effectively while adapting to different cultural contexts. - Delivered product-specific training to ensure agents could accurately handle customer inquiries. - Created and maintained daily process reports to monitor performance and identify process gaps. - Conducted one-on-one coaching sessions to improve agent performance and develop skills. Team Manager - Provided one-on-one, group, and blanket coaching to improve team performance. - Prepared and analyzed weekly performance reports aligned with KPIs. - Conducted weekly quality audits to ensure compliance with company standards. - Compiled weekly call handling reports to assess agent efficiency and effectiveness.

Citibank

Fraud Analyst

Citibank • Full-time

Aug 2016 - Jul 2019 • 2 yrs 11 mos

- Monitored customer transactions for suspicious activity. - Investigated fraud claims by gathering evidence and verifying customer information. - Communicated with customers regarding suspicious activity and account security. - Canceling/ replacing and sending new card - Consistent Top agent - SME