Аліна

Alina Marhaniia
Customer Experience & Risk Management
Telegram @alina_mrhn| [open contact info](look above in the "contact info" section) |LinkedIn

PROFESSIONAL SUMMARY
Results-driven Risk Management professional with 8+ years of experience in chargeback management, fraud
prevention, payment operations, customer retention, and team leadership. Experienced in managing dispute
lifecycles across multiple payment processors, investigating fraudulent transactions, ensuring compliance with card
scheme requirements, and optimizing operational processes. Strong analytical, communication, and problem-
solving skills with a proven ability to improve performance, lead teams, and collaborate effectively across cross-
functional environments.

WORK EXPERIENCE
Risk Management Specialist | Avanquest
June 2024 – June 2026 | Ukraine
 Managed 200+ chargeback disputes monthly across multiple payment processors while consistently meeting
SLA targets.
 Handled fraud alerts (Kount – (Ethoca, Verifi)) and monitored suspicious transaction activity to identify and
prevent potential fraudulent behavior.
 Investigated disputed transactions using RDR (Retrieval Request) and RFI (Request for Information) processes,
gathering and analyzing supporting evidence.
 Worked with multiple payment processors (Adyen, Dlocal, Global Collect (Worldline), Credorax, Moneris,
Paytrace, Trustpay, TRX, Safecharge, Worldpay) to resolve chargebacks, fraud cases, and transaction inquiries.
 Communicated with banks and payment providers regarding dispute investigations, evidence submission, and
case outcomes.
 Maintained detailed case records and ensured compliance with internal policies and payment network
requirements.

Retention Team Leader | Avanquest
February 2020 – June 2024 | Ukraine
 Led and mentored a retention team, overseeing daily operations and ensuring quality service delivery.
 Managed complex and sensitive customer cases, achieving high retention rates.
 Designed and updated retention templates, retention matrices, and training materials.
 Conducted onboarding and ongoing trainings for new and existing retention agents.
 Monitored weekly KPIs, generated performance reports, and delivered actionable feedback.
 Provided real-time coaching and support during escalations.
 Coordinated research projects and assisted supervisors with strategic planning.

Retention Specialist | Avanquest
December 2018 – February 2020 | Ukraine
 Handled inbound refund requests and resolved customer disputes with a focus on customer retention.
 Created and continuously improved retention procedures and strategies.
 Tested software products to provide customers with accurate step-by-step guidance.
 Escalated technical and billing issues to the appropriate departments.
 Provided remote technical assistance via LMI, TeamViewer, and AnyDesk.
Customer Support Representative | Avanquest
December 2017 – December 2018 | Ukraine
 Delivered exceptional multi-channel support (phone, email, social media, B2B) to a global customer base.
 Resolved billing inquiries, account cancellations, and refund requests efficiently.
 Escalated bugs and technical issues to development teams with detailed reports.
 Provided remote technical assistance and photo editing support to customers.

Project Manager | Aspect (Translation Company)
May 2017 – December 2017 | Ukraine
 Evaluating and analyzing the source documents to determine the number of elements involved.
 Outlining and creating a project plan for the other staff members involved in the translation.
 Keeping the client updated on the progress of their translation.
 Ensuring the translations being delivered are complete and adhere to the original project terms.

Sales Manager | Forpost
July 2016 – November 2016 | Ukraine
 Managed customer communications via phone, chat, and email; prepared sales calculations.
 Translated marketing materials (catalogues, manuals, advertisements) into Spanish and English.
 Coordinated with internal teams to achieve sales objectives.

English Teacher | Secondary School
October 2014 – June 2016 | Peru
 Delivered English language lessons; assessed student knowledge and planned extracurricular activities.

SKILLS
Technical & Professional Soft Skills
 Risk & Chargeback Management  Strong communication & negotiation
 Customer Retention Strategy  Analytical thinking & problem-solving
 KPI Monitoring & Reporting  Attention to detail & accuracy
 Team Leadership & Coaching  Ability to work under pressure
 Zendesk CRM  Cross-functional collaboration
 Remote Support (LMI, TeamViewer, AnyDesk)  Proactive & results-oriented
 HTML5 / CSS3 / JavaScript  Fast learner & adaptable
 Trados & MemoQ (Translation Tools)  Empathy & conflict resolution
 GDPR
 Microsoft Office
 Google Workspace

LANGUAGES
Ukrainian: Native (C2)
Spanish: Advanced (C1)
English: Upper-Intermediate (B2)

EDUCATION
Skovoroda Kharkiv State Pedagogical University
Bachelor's Degree in Foreign Languages (English & Spanish) | 2010 – 2014
Británico — ELT (English Language Teaching) Certificate
January – May 2015 | Lima, Peru