Angeli Bisognin
Renton,WA
Summary
I`m a business analyst with emphasis in payments-risk investigation with over 12 years of customer service experience and over 5 years of payment processing, fraud prevention, and chargeback management. Adept at delivering valuable contributions from day one with a strong focus on operational excellence and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Billing Specialist
SpaceX
Redmond, WA
09.2023 - 01.2024
- Resolved consumer complaints effectively using strong communication skills.
- Managed and resolved escalated issues with billing, payments, and customer invoices.
- Responded to emails and made phone calls to provide payment support for transaction approvals.
- Conducted fraud investigations on high-risk payment declines.
Billing Specialist
ENGIE
Spokane, WA
11.2021 - 09.2023
- Effectively managed communication with clients and vendors, efficiently investigating and resolving billing discrepancies.
- Enhanced efficiency by translating billing information and designing data entry templates.
- Maintained 82% efficiency rate for managing billing and consumption edits.
- Managed project to streamline electric bill collection in Brazil by coordinating partner onboarding and collaborating with external stakeholders, leading to automated billing process implementation.
Business Analyst
Amazon
Seattle, WA
11.2020 - 06.2021
- Offered escalated support for Amazon's global payment operations.
- Successfully met annual goals by resolving 5,000 escalations and high-severity issues.
- Utilized extensive data analysis techniques to uncover patterns and interpret insights from large customer datasets.
Leveraged in-depth analysis of large-scale customer data sets to identify actionable trends. - Drafted clear and concise functional specifications documents detailing project scope, objectives, and deliverables.
- Analyzed KPIs, metrics, and trends for evaluating overall business performance.
- Utilized a variety of sources including industry reports, public information and purchased data to collect business intelligence.
- Created detailed process flows and user stories to document system requirements.
- Recommended enhancements to current systems to increase solution functionality, by creating reports that provided financial loss details for prioritizing engineering fixes.
- Worked closely with various stakeholders to identify key features, integrations, and partnerships necessary for successful seller payment integration.
- Took part in developing training materials for internal staff and carried out interviews for new candidates.
- Collaborated with diverse teams to conduct productive brainstorming sessions for effective problem solving.
Senior Fraud Investigator
Amazon
Seattle, WA
01.2019 - 11.2020
- Utilized data mining techniques and investigative software to conduct thorough investigations into fraud allegations.
- Analyzed flagged transactions and reports for signs of potential suspicious activity.
- Identified suspicious activity or patterns of fraudulent behavior through the review of financial documents.
- Analyzed extensive amounts of data to identify potential indicators of fraud risk.
- Made recommendations for terminating accounts.
- Exceeded expectations by consistently maintaining high productivity and quality standards in investigations.
- Identified opportunities for process improvement in order to reduce losses due to fraud.
- Drafted procedures for fraud incident identification, investigation, reporting, and resolution.
- Developed and implemented comprehensive tactics to combat fraudulent activities in diverse departments.
- Executed strategies to minimize financial, legal, and reputational risks.
Senior Chargeback Investigator
Amazon
Seattle, WA
06.2017 - 01.2019
- Contributed to the successful implementation of international product launches, showcasing strong project management expertise.
- Identified and recommended solutions for process improvements in dispute resolution.
- Implemented comprehensive investigation techniques and developed effective case plans to obtain necessary evidence.
- Consistently reported disparities in chargeback data between merchant services provider and internal systems.
- Contributed to the design and implementation of automated systems for resolving disputes, benefiting merchants and customers.
- Colaborated to the development of new processes for resolving chargeback disputes.
- Developed strategies for gathering additional evidence or intelligence related to cases.
Chargeback Specialist Investigator
Amazon
Seattle, WA
06.2015 - 06.2017
- Investigated and analyzed customer accounts to identify possible fraudulent behavior such as true fraud, family fraud, abuse, collusion, or counterfeit activities.
- Ensured compliance with credit card processing regulations and governmental sanctions.
- Utilized investigative methods to analyze customer chargeback disputes for claim validation, identifying the most suitable actions.
- Managed and resolved escalated customer inquiries and concerns effectively.
- Monitored daily reports generated by merchant services providers, ensuring that chargeback information was accurate and complete.
- Developed Brazil's chargeback representment process in collaboration with Program Manager, Risk Management, Legal, Customer Service and Merchant Services teams.
- Managed a team of investigators remotely, overseeing the implementation of metrics and the development of a quality assurance support program.
Escalation Engineer
Microsoft
Issaquah, WA
06.2014 - 06.2015
- Demonstrated expertise in problem-solving by investigating intricate customer inquiries encompassing billing, logistics, and technical support.
- Resolved escalated tickets through comprehensive research, analysis, diagnostics, and solution identification.
- Collaborated with cross-functional teams to promptly resolve urgent incidents involving stakeholders, operations, engineering, and support staffs.
- Identified and documented emerging industry trends to optimize customer satisfaction.
- Developed and revised knowledge base articles to support the team's understanding.
Customer Service Representative
Nintendo
Redmond, WA
06.2012 - 06.2014
- Provided excellent customer support by addressing inquiries concerning product repair, ordering, billing, returns, and exchanges. Offered technical assistance in both Portuguese and English.
- Ensured timely responses and efficient communication by overseeing the management of Brazil e-mail queue.
- Effectively dealt with a range of fraud-related issues, including family fraud, abuse prevention, and payments processing.
- Offered advanced support for network configurations at Tier II level.
- Ensured efficient resolution of customer concerns, issues, and requirements through prompt escalation.
Education
Certificate - Business Analysis
University of Washington
01.2022
Certificate - Translations
Bellevue College
01.2017
Bachelor of Arts - Portuguese and English
Universidade Regional Integrada - URI
01.2008
Skills
- Project Management
- Analytical Skills
- Business Analysis
- Data Analysis
- Customer Service
- Fraud Detection and Prevention
- Risk Management
- Payment Processing
- Quality Control & Process Adherence
- Continuous Improvement
- Excellent Communication
- Self Motivation
- Problem-solving abilities
Languages
Portuguese
Full Professional
Timeline
Billing Specialist
SpaceX
09.2023 - 01.2024
Billing Specialist
ENGIE
11.2021 - 09.2023
Business Analyst
Amazon
11.2020 - 06.2021
Senior Fraud Investigator
Amazon
01.2019 - 11.2020
Senior Chargeback Investigator
Amazon
06.2017 - 01.2019
Chargeback Specialist Investigator
Amazon
06.2015 - 06.2017
Escalation Engineer
Microsoft
06.2014 - 06.2015
Customer Service Representative
Nintendo
06.2012 - 06.2014
Certificate - Business Analysis
University of Washington
Certificate - Translations
Bellevue College
Bachelor of Arts - Portuguese and English
Universidade Regional Integrada - URI