Marillie Jhoe Parulan

Led and executed high‑stakes team operations in chargeback dispute management, ensuring full lifecycle oversight of all cases in line with financial regulations. Set precise performance goals, delegated responsibilities, and refined workflows to mitigate fraud exposure and optimize dispute resolution efficiency. Conducted thorough investigations of suspicious transactions while keeping abreast of evolving fraud trends, card network rules, and regulatory guidelines (including Reg E, Reg Z, Visa, Mastercard/Maestro, Discover). Collaborated closely with Compliance, Quality, Programs, and Client teams to ensure full adherence to internal policies and external requirements. Tracked key performance metrics and data quality standards, identifying gaps and implementing process improvements to boost accuracy and reduce financial losses. Managed all chargeback stages—filing disputes, reviewing representments, evaluating merchant documentation, and rendering final decisions—ensuring every action met strict procedural and regulatory standards. Supported strategic initiatives through designing fraud prevention tools, resolving critical incidents, and taking on additional leadership duties to steer the team toward continuous improvement and strong compliance.

As a Virtual Admissions Advisor, I facilitated the enrollment process for prospective students by initiating and managing inbound and outbound communications via phone, email, and chat. I provided personalized guidance, addressing inquiries and explaining program details for both cybersecurity and software development bootcamps. Utilizing Customer Relationship Management (CRM) systems, I meticulously tracked and documented interactions, ensuring accurate and up-to-date records. I assisted applicants in gathering and submitting required documentation, ensuring compliance with institutional requirements. Throughout the enrollment process, I guided prospective students in course selection, registration, and orientation, ensuring a seamless transition into the program. I effectively communicated the value and benefits of the bootcamps, aligning prospective students' goals with suitable offerings. Collaborating with internal teams, I ensured comprehensive support for prospective students. I maintained strict adherence to institutional policies and confidentiality agreements, safeguarding student information. Consistently meeting performance targets, I contributed to departmental goals by achieving high application conversion rates and timely response times.

As a Customer Service Team Lead specializing in Airbnb operations, I handled escalation calls upon request and managed all aspects of bookings and listings—mediating and investigating disputes between hosts and guests to deliver clear, policy-driven resolutions. I consistently delivered high-quality service with a friendly, professional demeanor. I closely monitored team performance through observation and metric tracking, identifying underperformers and providing guidance as needed. I led regular staff meetings to delegate tasks, reassign workloads, and communicate shifting priorities. During peak demand, I strategically planned workloads and delegated responsibilities to maintain efficiency. I managed and resolved complex customer inquiries, complaints, and disputes using strong problem-solving skills. In addition, I helped recruit and onboard new team members, provided training and constructive feedback, ensured compliance with company procedures and KPIs, and fostered a work environment centered on accountability, continuous improvement, and excellence.

As a Fraud Investigation & Chargeback Team Lead, I hire, train, coach, and mentor a high-functioning team, setting clear goals and delegating tasks to ensure performance expectations are consistently met. I lead fraud prevention and detection efforts—investigating suspicious transactions, staying abreast of current fraud trends, and applying best practices to protect against fraud risk. I partner closely with Compliance, Quality, Client, and Program teams to ensure strong communication and alignment in fraud risk mitigation strategies. I track team performance metrics, pinpoint areas for improvement, and enforce regulatory compliance—including Reg E and Reg Z dispute handling—while developing and implementing data quality standards. I oversee the entire chargeback lifecycle: filing disputes, reviewing re-presentments, evaluating merchant documentation, and making final decisions. I manage multiple accounts (Chime Bank, SELF, Marqeta), ensuring all operations align with Visa, Mastercard/Maestro, Discover Core Rules. In addition, I contribute to strategic product and process improvements, incident resolution, and other leadership duties as required.

Hired as a Customer Service Representative at Credit One Bank, then transitioned to JP Morgan, where I supported credit card account holders by collecting payments, negotiating payment plans, and resolving account issues—excluding disputes investigations, which were handled by a separate tier. Consistently exceeded quality assurance targets, achieving over 90% QA scores by acting quickly on feedback and continuously improving my performance. Managed on average 70–80 customer inquiries daily, resolving first‑contact resolution (FCR) rates above 85%, which significantly boosted customer satisfaction (CSAT) scores and reduced repeat calls. Delivered timely, accurate responses to service complaints with a resolution time average well below organizational benchmarks. Built trust and rapport with customers through polite, professional communications, contributing to high customer retention and consistently positive feedback.

This is a led data-driven fraud detection initiatives by analyzing historical and real-time transaction data, achieving a fraud detection rate of 92%, surpassing industry benchmarks. Regularly evaluated and updated fraud strategies, resulting in a 20% reduction in false positives and a 15% decrease in operational costs. Utilized statistical analysis to identify and mitigate high-risk fraud patterns, positively impacting portfolio performance. We are providing an expert assistance to customers affected by complex fraud cases, ensuring optimal outcomes and maintaining customer trust. Employed red flag indicators and high-risk data from various systems to detect fraudsters, protecting genuine customers from financial crime. Made fair decisions based on thorough investigations, aligning with external regulations and internal policies to deliver proper customer outcomes. Consistently achieved a chargeback win rate of 85%, demonstrating effective dispute management and adherence to regulatory standards

Provided comprehensive support for customer orders placed in person, via email, online, and by telephone, ensuring seamless fulfillment and satisfaction. As a hybrid representative, managed inbound and outbound communications through chat, email, and phone, adapting to various customer preferences. Assisted customers in selecting and ordering products, offering personalized recommendations to meet their needs. Developed empathetic client relationships, consistently exceeding sales goals and enhancing customer loyalty. Maximized satisfaction by promptly resolving service issues and addressing concerns with professionalism and courtesy. Handled complaints calmly and effectively, providing appropriate solutions to promote continued customer satisfaction. Delivered first-class service by anticipating and catering to customer needs, ensuring a positive experience across all touchpoints.