Fabiola Chacon Hernandez Gerente de Investigadores de fraude

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Buyer Fraud Investigator

Amazon.com. Customer Service

Top Investigator for failed queue, email queue and document validation (billing statements legitimacy check). ●Held a project to exceed self-performance and also helped others with tips and shadowing. -2014Amazon.com. Customer Service ●North America/Mexico Spanish/English customer service phone calls, emails and chats. ●Helped my manager train new associates, helped with their ramp up period and accomplished process change resulting in better customer experience and less handle time of contacts. ●Provided support with reports, meetings, one on ones, activities and the team communication. ●Mentor of 8 new hires who had excellent performance in ramp up and production period resulting in a nice team environment and team satisfaction.

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Fraud Investigations Manager

AMAZON COMPANY

Managing a team of 12-16 investigators who protect buyers from fraudulent transactions on the Amazon platform, this team performs high level of ambiguity fraud investigations for the Amazon marketplaces in English, Spanish and Portuguese language (US, CA, UK, MX and BR). ●Provide coaching for performance and development conversations to direct reports, providing live support on more complex cases. ●Drive team performance and implement Action plans to achieve organization goals. ●Data mining to provide weekly call-outs on KPIs to higher level operation managers. ●Provide live support and assistance on administrative and personal situations. ●Content creation flyers, communications, learning material to improve quality and productivity

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Investigations Advisor, Payment Risk Operations

AMAZON COMPANY

Provide second opinions and coaching to new and tenure investigators to help them evaluate fraud risk and legitimacy on high level of ambiguity fraud investigation. ●Performed data analysis for fraud detection to mitigate identity theft, triangulation, buyer and seller fraud activities. ●Organized and delivered inductions to new hires to make sure they have a smooth ramp up period, providing constant daily support on their tasks via chat and calls, partnering up with trainers, senior investigators and managers. ●Organized new communications, refreshers and newsflashes with project manager and stakeholders in other sites to share best practices to investigators globally. ●Handled escalations on my team and performed analysis to provide

Fabiola Chacon Hernandez

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