Feb 2020 – Present · 6 yrs 4 mos

• 1. Optimized training workflows, reducing training time from 8 to 4 weeks, increasing SLA compliance by 30%, and boosting productivity by 47.06%.
• 2. Led cross-functional projects, such as the DE Calibration initiative, bridging skill gaps and improving customer satisfaction.
• 3. Reduced chargeback rates by 34%, generating around €1M in cost savings through data-driven process improvements
• 4. Designed and launched "Velocity for New Metrics" system, resulting in 15% chargeback reduction
• 5. Led FPR Task Force initiative achieving 19% improvement in operational accuracy
• 6. Implemented Project DEAR, increasing account resolution efficiency by 40% and reducing processing time by 65%
• 7. Managed risk operations across multiple European marketplaces, overseeing €50M+ in transaction volume

Nov 2019 – Feb 2020 · 3 mos

• 1. Collaborate with TRMS teams and subject matter experts across the network
• 2. Perform needs analysis and evaluate existing documentation to identify the most appropriate training approach and content to meet the demands of the learning objectives and audience
• 3. Work with instructional designers to build training materials that best suit the content
• 4. Create engaging and valid trainee evaluation exercises that prove successful knowledge transfer
• 5. Contribute to additional training projects as required

Jun 2019 – Aug 2019 · 2 mos

Aug 2016 – Feb 2020 · 3 yrs 6 mos

• 1. Conduct complex and deep dive investigations of sophisticated criminals and criminal enterprises
• 2. Use a combination of manual and automated tools to gather data and conduct ad-hoc investigations
• 3. Work with cross-functional teams across Amazon for collaboration on fraud risks and investigations
• 4. Take on ad hoc projects/assignments related fraud investigations/prosecutions as necessary
• 5. Execution of strategy recommendations for intelligence/data driven complex fraud investigations
• 6. Work with stakeholders to drive process improvements that will impact internal and external customers
• 7. Take on ad hoc projects/assignments related fraud investigations/prosecutions as necessary
• 8. Researches and evaluates facts surrounding buyer transactions
• 9. Takes appropriate action on investigated transactions based on established standard operation procedure and tools
• 10. Documents their actions by providing detailed annotations
• 11. Communicates with external customers via phone or email during the investigation process
• 12. Communicates with internal customers and peers in person, via email, annotations and phone during and following the investigation process
• 13. Understand the issue and make best use of the available resources to resolve it
• 14. Systematically escalate problems or variance in the information to the relevant owners/teams according to processes and standard
• 15. Communicate with internal and external stakeholders
• 16. Understand performance metrics to create analysis for driving business goals
• 17. Meet predetermined and assigned productivity targets and quality standards