Inna Pepelyayeva

Experienced Card Disputes and Chargeback Specialist with over six years of experience in payments operations within travel tech companies, including Omio and Kiwi.com. Skilled in handling end-to-end dispute processes, reviewing transaction evidence, and working in line with Visa and Mastercard scheme rules.

Confident working with high volumes of data and complex cases while maintaining accuracy and meeting KPIs. Detail-oriented, analytical, and customer-focused. Former Team Manager with experience supporting team performance and quality assurance. Seeking a remote opportunity in fintech or digital payments where I can contribute strong operational and dispute management expertise.

Fraud and Payment Team Manager| Omio| 2021-2023

• Managed a team of Payments & Chargeback Specialists, overseeing daily operations and task execution.
• Led end-to-end chargeback and dispute resolution processes for hundreds of monthly transactions.
• Conducted investigations and reconciliations of multi-currency transactions, collaborating with internal stakeholders.
• Developed strategies improving dispute resolution efficiency by 35% in eight months.
• Provided training and support to team members, maintaining high standards in payment operations.

Fraud and Payment Specialist | Omio| Aviacontact Outsourcing | 2019-2021

• Investigated and resolved customer chargebacks and disputes via Braintree, Adyen, Amex, PayPal, Klarna.
• Maintained SLA compliance and adherence to chargeback guidelines, ensuring excellent service.
• Processed refunds and surcharge operations accurately and compliantly.
• Coordinated with payment providers and internal teams to manage dispute reimbursements.

Claim Specialist | Kiwi| Aviacontact Outsourcing | 2018-2019
Kyiv, Ukraine

• Investigated, negotiated, and settled customer claims in compliance with company policies.
• Handled phone communications with customers and third-party providers.
• Processed refunds accurately and efficiently, ensuring customer satisfaction.

Southend Adult Community College                                                                                                            Functional Skills Level 2                                                                                   February 2024 – July 2024

Southend Adult Community College February 2023 – February 2024
Level 2 Qualification in English/Functional Skills Level I

Customer Service                                                                                                                                      Udemy Online Learning Platform/Omio                                                                                                                   2019                                                                  

Microsoft Excel                                                                                                                                           Udemy Online Learning Platform/Omio                                                                                                      2019                                                                  

ASPLinux Administrator                                                                                                                                KT Kiyv UA                                                                                                                                                  2009

Cherkasy Economic Institute 1993-1997
Economics, Bachelor