MARGARET DIKE UDENSI
England
Summary
Versatile and results-oriented professional with a Master’s degree in Human Resources Management and extensive experience in dispute resolution, customer service, and team leadership. Demonstrates strong capabilities in policy implementation, employee relations, and operational management. Adept at enhancing organizational effectiveness and driving employee satisfaction. Seeking opportunities to leverage diverse expertise in dynamic roles within executive support, IT/marketing, finance, sales, and business operations.
Overview
10
10
years of professional experience
Work History
Disputes and Chargeback Specialist I
TSYS Managed Services
Bedford
08.2021 - Current
- Managed and resolved Mastercard disputes, ensuring compliance with regulatory requirements, resulting in a 25% reduction in unresolved cases.
- Conducted thorough research and mediation for disputes between customers and merchants, successfully resolving over 200 disputes monthly.
- Handled customer correspondence, probed for detailed information, and determined appropriate actions, enhancing customer satisfaction scores by 15%.
- Maintained meticulous documentation throughout all phases of the dispute process, leading to a 20% improvement in audit accuracy.
- Processed chargebacks, resulting in accurate credits and debits for cardholder and merchant accounts, achieving a 30% increase in efficiency.
- Ensured proper filing and documentation of investigations, contributing to a 10% decrease in processing time.
- Provided comprehensive customer support via telephone, addressing transaction verifications and inquiries, which reduced call handling time by 12%.
Customer Service Supervisor
Monsoon Accessorize
London
04.2016 - 07.2021
- Investigated and resolved complex customer complaints promptly and effectively, achieving a 90% customer satisfaction rate.
- Briefed candidates on available roles and supervised inventory management and cash reconciliation, reducing inventory discrepancies by 25%.
- Authorized transactions including payments, exchanges, and returns, increasing transaction accuracy by 20%.
- Delivered exceptional customer support in a high-paced environment, leading to a 30% reduction in customer wait times.
- Trained and monitored staff, ensuring adherence to best practices and regulatory standards, improving team productivity by 35%.
- Conducted timely performance evaluations and managed HR compliance issues, maintaining a 100% compliance rate.
- Collaborated with management to develop sales-enhancing procedures, contributing to a 15% increase in sales.
- Recruited and selected new employees, matching skills to role requirements, reducing turnover by 10%.
Sales Advisor
GAP
London
07.2014 - 03.2016
- Ensured full compliance with regulatory and internal policies, achieving a 98% compliance audit score.
- Identified and referred sales opportunities to meet branch objectives, contributing to a 20% increase in sales.
- Addressed and escalated customer issues, ensuring satisfactory resolutions, improving customer retention by 15%.
- Managed customer transactions and inquiries, maintaining efficient branch operations, reducing transaction errors by 10%.
- Operated tills and performed end-of-day financial reconciliations, ensuring 100% accuracy.
- Monitored and replenished stock, maintaining store organization and readiness, reducing stock shortages by 25%.
- Supported HR functions and covered for colleagues as needed, contributing to team effectiveness and achieving store targets consistently.
- Engaged with the community to understand customer needs and preferences, enhancing local customer loyalty by 20%.
Education
Master of Science - M.Sc. Human Resources Management
University of Birmingham, United Kingdom
United Kingdom 12-2014
Bachelor of Arts - B.A. Humanities
University of Essex, United Kingdom
United Kingdom 12-2013
A-Level -
Cobham Hall
Kent, United Kingdom. 09-2008
Skills
- Executive Support: Office management, calendar coordination, travel arrangements, meeting facilitation
- IT/Marketing: Digital marketing, data analysis, technical support, project management
- Finance/Legal/Compliance: Financial reporting, budget management, compliance, contract negotiation
- Sales and Account Management: Client relationship management, sales strategies, account development, market research
- Business Operations: Process optimization, strategic planning, team leadership, operational efficiency
- Microsoft Office
- Payment Processing
- Dispute Resolution
- Deadline Management
- Communication: Exceptional written and verbal communication skills
- HR Management: Recruitment, employee relations, policy implementation
- Analytical Skills: Strong research, numerical, and analytical abilities
- Team Collaboration: Effective teamwork and leadership capabilities
- Technical Proficiency: Advanced computer skills and HR systems
Languages
English
First Language
TECHICAL SKILLS
- Proficient in Microsoft Office, HR systems, payment processing, and digital marketing tools.
- Advanced analytical and research skills, with a strong ability to manage deadlines and communicate effectively.
References
References available upon request.
Timeline
Disputes and Chargeback Specialist I
TSYS Managed Services
08.2021 - Current
Customer Service Supervisor
Monsoon Accessorize
04.2016 - 07.2021
Sales Advisor
GAP
07.2014 - 03.2016
Master of Science - M.Sc. Human Resources Management
University of Birmingham, United Kingdom
Bachelor of Arts - B.A. Humanities
University of Essex, United Kingdom
A-Level -
Cobham Hall
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