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Work Background
Trade RepublicDisputes Manager
Jun. 2023 - Jul. 2025Berlin/BremenPre-Launch (Card Product Readiness) - Collaborated with Product to scope and negotiate MVP requirements, ensuring compliance, analyst workflows, and customer experience were balanced. - Prepared end-to-end process documentation and visual flowcharts to support launch readiness. - Helped build the initial case manager in low-code tools, integrating workflows for dispute intake, cross-team handovers, and data warehouse reporting. Post-Launch (Scaling & Incident Response) -Trained and supported a team of outsourced analysts, creating bridges to internal teams and designing workarounds for access restrictions to avoid bottlenecks. - Worked closely with Product and AFC to strengthen fraud controls, reducing fraud-labeled dispute submissions from ~70–80% industry average to 39%. - Co-led the cross-functional response to a large-scale account takeover incident (500+ customers, €16k avg loss). Contributed to both operational and product-level mitigations. → Weekly cases dropped from 30+ to 1–2 within 10 weeks, with partial recovery achieved through chargebacks/refunds. - Supported the design of PSD2-compliant refund and dispute rulesets, helping balance liability with customer trust.
DenizBank AGCard Operations Coordinator
Sep. 2022 - May. 2023Vienna, Austria-Collaborated with Compliance and Legal teams to prepare outsourcing documentation for FMA regulatory notifications, including risk assessments, exit plans, and due diligence on partners. - Designed KPIs for card operations processes, creating a framework for monitoring efficiency and compliance. - Helped design and document a chargeback process for the banking app, improving dispute handling consistency. - Created training materials for vendor teams supporting card operations.
BitpandaCards and Chargebacks Team Leader
Dec. 2021 - Jun. 2022Vienna, Austria- Built Bitpanda’s first acquiring chargeback process (Worldpay → later Paysafe) from scratch, including playbooks, comms guides, and templates. - Trained and scaled a team of specialists to manage acquiring chargebacks and escalations, ensuring SLA compliance and recovery of funds. - Partnered with the newly created Fraud Risk team to align chargeback handling with fraud investigations. - Delivered internal trainings to Customer Support and Fraud teams on distinguishing SEPA recalls vs. card chargebacks, reducing faulty escalations. - Supported acquirer onboarding by contributing to PCI DSS self-disclosure documentation and acting as SME for Product. - Line-managed a team of 3 cards & disputes specialists, setting KPIs, coaching, and providing feedback on casework.
BitpandaPayment Operations Specialist
Mar. 2021 - Dec. 2021Vienna, Austria- Collaborated with Engineering to automate SEPA Direct Debit processing (ISO 20022 pain.001/pain.008), preventing recurring errors worth ~€200k/month. - Designed and implemented a batch script to parse XML payment files, reducing ticket handling time on SEPA mispostings from ~30 minutes to ~10 minutes and improving SLA compliance. - Worked with Legal and Compliance to align dispute and fraud handling with regulatory obligations. - Introduced workflows in Zendesk to handle SEPA recalls, restoring SLA compliance and improving reliability of escalations. - Acted as point of contact for Engineering during new integrations (e.g., customer deposit process redesign), cutting manual workload by ~90%.
RevolutChargeback Quality Control Analyst
May. 2020 - Feb. 2021- Reviewed the quality of processed chargeback cases, providing feedback and coaching to analysts. - Collaborated with Team Leads and Product to improve tooling, escalation paths, and process documentation. - Updated quality markers and review checklists to close knowledge gaps and increase case accuracy.
RevolutFincrime Analyst - Chargeback
Feb. 2018 - May. 2020- Among the first four chargeback analysts; helped establish the team by drafting documentation, escalation paths, and training materials. - Designed decision-tree framework for chargeback/fraud intake, later adopted by Product as core of improved flows; standardized evidence, enabled ~80% of cases to be triaged instantly, and improved scheme win ratios. - Investigated and processed issuer and acquirer chargeback cases, identifying patterns and reporting fraud trends. - Collaborated with Engineering and Product during incident escalations, e.g.: -- Identified root cause of US launch misposting (20% of SMS transactions) and contributed to a fix within 2 sprints. -- Flagged duplicate authorization bug on a specific card batch (up to 6,000 erroneous charges), coordinated refunds, and proposed systemic fixes. - Delivered trainings to new analysts and Customer Support on dispute handling.
RevolutQuality Coach
Dec. 2017 - Mar. 2018- Reviewed and graded live chat interactions for quality, providing one-on-one coaching to support agents. - Improved and updated guidelines for consistent customer support handling.
RevolutSenior Customer Service Specialist
Dec. 2017 - Feb. 2018- Responded to complex customer queries via live chat. - Assisted junior agents with escalations and tool usage.
RevolutCustomer Service Specialist
Aug. 2017 - Nov. 2017- Resolved customer issues via live chat, escalating to relevant teams as needed. - Created and maintained a searchable screenshot library of app UI, improving efficiency and consistency across the support team.
HUUUGE GAMESIntern at QA
Feb. 2015 - Sep. 2015
Looki Publishing GmbHSupporter
Mar. 2014 - Dec. 2014
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