1. WORK EXPERIENCES
July 2014 –
Present
Singapore
February 2006 –
June 2014
London
Visa Worldwide PTE LTD – Singapore
Reference: Kathy Reynolds, kreynolds@visa.com (Senior Director)
Global Arbitration and Compliance Senior Analyst
Prepare and vote on Arbitration and Compliance cases of any value
Responsible for all cases filed in AP and CEMEA. Rule upon cases with the rest of the GAC team in the
International queue
Provide advice and support to both internal departments and Visa clients
Assist the management and the team reviewing and updating GAC documentation (FAQ Guide, Dispute
Resolution Rules, team policies etc.)
Training on EVDO Performance (Effectiveness Visa Dispute Optimization)/ Effectiveness Calls – EBI (trainer: Roy
Liang)
Key achievements
Ruled close to 2,000 cases in the first 12 months in the position and managed the AP and CEMEA queues
alone, while also voting cases in the International queue with the other members of the team.
Started pulling statistics from the system (EBI, VROL) to create EVDO presentations. This is a training an
experienced GAC team member receives, in view of the day the material will be presented to those clients
who request an assessment of their performance. Several ratios are taken into account (e.g. ratio of number
of disputes filed, won/ lost to the total number of transactions cleared; arbitrations filed per chargebacks/
representments etc.)
Visa Europe – UK
Reference: Canan Sadik, sadikc@visa.com (Line Manager); Michelle Harvey, harveym@visa.com (Head of
Dispute Resolution)
Senior Dispute Resolution Specialist
Prepare and vote on Arbitration and Compliance cases of any value for Visa Europe and International cases
Provide advice and support for general membership and internal departments, within agreed service levels
(via the Dispute Resolution Inbox)
Monitor ruling policies and make sure they are consistent and up-to-date
Contribute to the Operating Regulations review process
Assist or lead training sessions on dispute resolution. In particular, represent the Dispute Resolution team
during Visa Business School courses
Bring tailor-made training sessions directly to Members
Provide training on dispute resolution to the new members of the team both through direct training and
shadowing sessions
Assist the manager with the analysis of statistics for internal and external reporting
Draft documents and follow projects relevant to dispute resolution processing
Provide assistance both internally and externally as VbV 3-D Secure and EMV liability shift expert of the team
Conduct Change Impact Assessment (CIA) on new products and processes
Review and comment on draft Member Letters before their publication
Key achievements
Appointed deputy manager of the Dispute Resolution (DR) team in occasion of the 2013 review.
Rated high performer multiple times across the years. Awarded for WOW Factors by the SVP in 2014
Accuracy of votes: above 99% (consistently above team average)
Wrote the VbV User’s Guide currently published on Visa Online. Regular contributor to the quarterly published
Newsletter
Contributed to a few important multi-disciplinary projects as Project Manager for the Disputes team. In
particular, followed the Visa Transit Transactions – Variable Fare Project from the beginning to the end, and
assisted the product manager drafting the related Members Guide. Liaised with all stakeholders for over 12
months to ensure the project was completed in compliance with the Dispute Resolution rules
Represented the Dispute Resolution manager by providing prudent evaluation of the risk in over 300
Luca Messina
37 Elliot Road 02-24
458711 Singapore
+65 96451972
lucamessinauk@yahoo.co.uk
Professional Sector: Client Support Services
Current Status: Employed
Notice: 30 days
Over 14 years of professional experience in payment services, particularly in dispute resolution, with excellent understanding of
processes and regulations obtained by working for both Visa Europe and Visa Inc, as well as a Visa Member
Strong legal background
Analytical, creative, flexible; excellent interpersonal and networking skills. Able to take part in projects requiring teamwork, as well as
personal initiative and leadership. Willing to travel, relocate and continue working in a broadly international environment
Italian (mother tongue), English (fluent, 116/120 at TOEFL), Spanish (conversational), Mandarin (studying)

2. important Change Impact Assessment projects requiring in-depth knowledge of the Visa Europe Regulations
Hosted monthly departmental meetings to present topics relevant to the team
Collaborated with other departments within the company (e.g. Acceptance, Relationship Managers,
Operating Regulations, Marketing etc.) as representative of the DR team
Delivered a round of presentations to Customer Support to highlight ways to improve cooperation (in
particular about the management of Members’ queries and expectations)
Presented the Dispute Resolution team on a monthly basis at World of Visa during FY 2013-14
Visited Members (e.g. HSBC, RBS) to help them improve their processes, correct errors and misinterpretations
of the rules and consequently reduce their financial losses
Acted as mentor of the new members of the team and led personal coaching sessions for each of them on
weekly basis
February 2002 –
September 2005
Rome
BancoPosta, Poste Italiane SpA – Italy
Reference: Marianna Morfeo, morfeom@posteitaliane.it (Card Services Senior Manager)
Chargeback and Representment team Supervisor
Provided senior support to the staff in daily business operations
Actively involved in the implementation of new processes as delegate of the manager
Managed cardholder claims and the entire dispute cycle. The role involved:
– Processing Chargebacks and Representments
– Filing Arbitration and Compliance cases
– Gathering documentation for the fulfilment of Retrieval Requests
Supported the company branches throughout the country and took informed decisions in a timely fashion
with regard to the applicable dispute rights
Analysed ATM as well as POS transaction data (collected from over 1,000 branches throughout the country)
to recognise trends
Monitored changes in Visa Europe Operating Regulations; also, kept track of the new Member Letters
published on Visa Online and discussed the impact with the team
Team expert in Visa Europe Authorisation cycle (e.g. Authorisation requests and responses, declined
messages, reversals, duplicates etc), as well as in Clearing and Settlement issues
Dealt directly with the Card circuits for both issuing and acquiring queries
Prepared monthly and daily billing for the in-house finance department and worked closely with Visa Europe
treasury department to resolve settlement issues
Key achievements
Assisted the senior manager with the implementation of major projects and processes (e.g. the company
becoming Member of Visa Europe in 2003; launch of the Visa Electron ‘PostePay’ Card; set up of the
Chargeback and Representment Department, putting together all the stakeholders to make sure the dispute
process worked smoothly)
Promoted to band ‘B’ in April 2003 (whilst the team members were band ‘C’ and ‘D’)
Appointed first level of escalation for internal and external queries: illustrated issues and presented solutions
to the manager with regard to daily activities and the team. Handled customers’ complaints and acted as a
conduit between team and senior management
July 2001 –
January 2002
Rome
Avvocato A. Vannucci Studio Legale (Legal Firm) – Via Collina, 24, 00187, Rome, Italy
Reference: Alessandro Vannucci, studio.vannucci@email.it (Managing Partner)
Claim Analyst (Paralegal)
Assisted the Personal Injury Claims Adviser in handling claims from inception to settlement/litigation
incorporating all stages of the claim
Collected documentation and ran control checks to ensure documents were compliant
June 2000 –
June 2001
London
Merrill Lynch International Bank – UK
Reference: Susan Donnelly (Line Manager); Jackie Dorrans Piccinini (Business Manager)
Loan Assistant - Banking Control & Loan Administration
Verified and processed financial transactions (loans) on input of the Banking Officers
Liaised with Financial Consultants at ML branch offices to ensure the STs (Special Transactions) were
approved
Reports review, data maintenance and distribution
Compiled statistics on a weekly basis to be submitted to the Credit Committee
Client Administration - Optika Team
Processed, tracked, catalogued and maintained documentation on the electronic archiving system
(Optika)
Ensured the integrity and suitability of essential bank documentation (Letters of Credit, PEPs and ISAs, CPRs
etc.). Also, provided support to and liaised with various departments throughout the bank
Dealt with general enquiries and prepared documentation for auditing purposes
August 1999 –
May 2000
Studio Legale Internazionale Lombardo (Legal Firm) – Warnford Court 29, Throgmorton Street,
London, UK
Reference: Giovanni Lombardo (Managing Partner)

3. London Paralegal
Assisted the senior partners in daily business activities
Managed relationships with clients and partners
Drafted agreements and pleadings
Managed the archive and updated the firm database
Translated legal documentation to and from English
Looked after the firm’s monthly billing, prepared invoices
January 1997 –
June 1999
Rome
Avvocato A. Vannucci Studio Legale (Legal Firm) – Via Collina, 24, Rome, Italy
Reference: Alessandro Vannucci, studio.vannucci@email.it (Managing Partner)
Junior Assistant
Assisted both the paralegal staff and the partners: drafting and collecting documentation, file
maintenance and bookkeeping
Administrative tasks (e.g. managing correspondence, included the firm Inbox, inbound and outbound
calls; translations of documents for International claims)
EDUCATION
2012
London
Birkbeck College, University of London, UK
– BSc (Hons) – Research Psychology. Thesis in Social Psychology
1999
Rome
University of Rome “La Sapienza”- Italy
– BA (Hons) – Law
OTHER INFORMATION
Microsoft Office. Bespoke Banking Programs (e.g. Optika, STB2, VROL, VTRS, TLC)
Member of the Italian Association of Law Practitioners (Rome) from 1999 to 2008
In 1996 Served Compulsory Military Service (S.A.R.A.M - Aeronautic Military Base, Taranto, IT)
Hobbies: Outdoor activities, nature, sports, art, literature, cinema, exhibitions, foreign languages, travelling