ESMERALDA ARVIZU
Amazon
Phoenix,AZ
1
Language
1
Certification
11
years of professional experience
Conducted complex investigations, escalation management, and risk assessments through cross-functional collaboration, seller outreach, and executive-level communication.
Work History
Prime Risk Manager – Res-Q Prime Team
3 Years 1 Month- Manage VP-level and high-severity escalations, assessing complex enforcement and appeal cases while maintaining quality and SLA standards.
- Apply multiple risk vectors, including Perfect Order Experience, Abuse Prevention, Brand Abuse Prevention, Order Performance, and Product Quality.
- Conduct holistic investigations using account history, behavioral trends, marketplace conditions, customer feedback, and downstream business impact.
- Collaborate with Special Projects and Investigations, Financial Risk Mitigation, and program teams to resolve complex enforcement cases.
- Conduct direct seller outreach, explain resolution steps, and communicate sensitive enforcement outcomes professionally.
- Lead training initiatives and create PowerPoint materials and case-review videos to accelerate onboarding and support knowledge transfer.
- Perform proactive peer case reviews, take on high-severity A-to-Z claim cases, and identify gaps without direct assignment.
- Communicate complex enforcement decisions to VP-level leadership using Amazon Writing Style and maintain strong Internal Risk Assessment quality.
Risk Manager
3 Years 2 Months- Identified the scope, urgency, and potential impact of escalations involving company, buyer, and stakeholder risk.
- Investigated Selling Partner activities and behaviors that could create business or customer risk and made sound decisions when policies were not fully defined.
- Communicated findings and processes across departments and supported new hires through questions and shadowing.
- Collaborated cross-functionally within Abuse Escalations and partner departments; provided Spanish translation support.
- Produced clear, professional written and oral communications.
Account Health Sr. Specialist
3 Months- Analyzed data and technical issues to advise Operations teams across multiple Fulfillment Centers.
- Escalated Customer Experience risks and SLA failures to Operations Managers and Area Managers.
- Prioritized deadlines and bias for action to mitigate Customer Experience risk and missed SLAs.
Central Flow Lead L4
4 Months- Analyzed operational data and technical issues to coordinate and advise Operations teams.
- Escalated Customer Experience risks and SLA failures and collaborated with team leads and Operations Managers to resolve flow-management issues.
- Shared knowledge and best practices within a fast-growing global team.
Account Health MX Specialist
1 Year 11 Months- Used analytical skills to identify root causes of seller metric issues and develop viable solutions.
- Investigated escalation requests from business stakeholders and delivered detailed, timely responses.
- Contributed to new process launches, policy updates, translation support, and stakeholder shadowing sessions.
- Participated in planning and engagement initiatives that strengthened workplace culture.
Seller Support IDP Specialist
1 Year 10 Months- Provided efficient seller support and resolved Product Detail Page issues using SOPs, analytical thinking, and internal tools.
- Collaborated across departments by creating tickets and coordinating issue resolution.
- Guided sellers through Excel spreadsheet creation and uploads.
- Reviewed Product Detail Page information for potential risk to the company, sellers, and customers.
Education
Associate in Arts & Science
- Banking & Financial Services CTE Program
Skills
Managed escalated cases and helped resolve priority issues.
Supported policy compliance through consistent rule application.
Reviewed data to support reporting and decision-making.
Worked with cross-functional teams to complete shared tasks.
Contacted sellers to address concerns and follow up on requests.
Drafted clear updates for executive stakeholders.
Suggested process changes to improve workflow efficiency.
Used Microsoft Word
Excel
PowerPoint
and Outlook for daily work.
Ran basic SQL queries to pull needed information.
Communicated in English and Spanish.
Helped assess risk and support investigative review.
Personal Information
Title: RISK MANAGER
Certification
Google Data Analytics Certification — In Progress
ADDITIONAL
Languages: English and Spanish
ADDITIONAL
- Languages: English and Spanish
- References available upon request
Timeline
Prime Risk Manager – Res-Q Prime Team
Amazon
09.2023 - CurrentRead More
Risk Manager
Amazon
07.2020 - 09.2023Read More
Account Health Sr. Specialist
Amazon
04.2020 - 07.2020Read More
Central Flow Lead L4
Amazon
12.2019 - 04.2020Read More
Account Health MX Specialist
Amazon
01.2018 - 12.2019Read More
Seller Support IDP Specialist
Amazon
03.2016 - 01.2018Read More
Metro Tech High School
from Banking & Financial Services CTE Program
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Phoenix College
Associate in Arts & Science
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