Mariana Zanoaga
Chisinau
Summary
Detail oriented profesional with more than 2 years of experience in the chargeback management and over the 4 years in aviation customer service. I am skilled in transaction investigation, payment risk assessment and regulatory complaint handling, with proven expertise in contributing to company’s loss prevention and risk minimization.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Chargeback Specialist
Dynatech S.R.L.
Chisinau
07.2023 - Current
- Investigated and processed chargeback disputes related to flight tickets and ancillary services (baggage, seat selection, etc.)
- Analyzed transaction data, booking records, and airline policies to determine liability and appropriate dispute response.
- Performed risk assessments to determine whether transactions should be accepted as liability or defended through representment.
- Prepared and submitted representment documentation to payment processors and card networks within required deadlines.
- Collaborated with internal teams to minimize financial losses and prevent recurring disputes.
- Ensured compliance with card scheme regulations (Visa, Mastercard, Discover, American Express) and internal dispute management procedures.
Advanced Customer Service Representative
Dynatech S.R.L
Chisinau
09.2021 - Current
- Handled complex customer escalations involving booking errors, agency mistakes, and reservation corrections.
- Managed compensation requests and service recovery cases for affected passengers.
- Responded to formal complaints and regulatory inquiries, including cases submitted through the U.S. Department of Transportation (DOT), U.S. Department of Justice( DOJ) and other legal channels.
- Reviewed and addressed legal-related cases involving attorneys, court requests, and legal threats, ensuring responses aligned with company policies and regulatory requirements.
- Maintained detailed case documentation and resolution reports for escalated and sensitive cases.
Marketing Analyst
Burg Pharma GmbH
Chisinau( remote)
10.2020 - 09.2021
- Conducted competitive analysis of pharmaceutical products, evaluating market offerings and competitor positioning.
- Presented findings to internal stakeholders to assist in product development and market positioning strategies.
Education
Preventive Medicine -
Nicolae Testemitanu State University of Medicine And Pharmac
Chisinau 09.2015 - 03.2021
Skills
- Chargeback and Dispute Management
- Payment Risk assessment
- Airline ticket reissue and refund processing
- Customer escalation handling
- Fraud and loss prevention
- Regulatory complaint management
- Data collection and interpretation
Languages
Romanian
First Language
English
Advanced (C1)
C1
Russian
Upper Intermediate (B2)
B2
Timeline
Chargeback Specialist
Dynatech S.R.L.
07.2023 - Current
Advanced Customer Service Representative
Dynatech S.R.L
09.2021 - Current
Marketing Analyst
Burg Pharma GmbH
10.2020 - 09.2021
Preventive Medicine -
Nicolae Testemitanu State University of Medicine And Pharmac
09.2015 - 03.2021