Fiorella Francinny Alvarez Badilla
Cartago,Cartago
Summary
Experienced Risk Control Analyst with demonstrated track record of improving products and procedures by leveraging hands-on inspections, testing methods and data analysis. Disciplined professional with systematic approach to different areas, including coaching skills, data mining, training and process improvement. Applies excellent attention to detail and critical reasoning to successfully conduct projects
Overview
6
6
years of professional experience
1
1
Certification
Work History
SAM RISK CONTROL ANALYST
AMAZON
10.2020 - Current
- 1+ year of working knowledge o Anti Money Laundering laws, and regulations, Bank Secretary Act (BSA) and OFAC regulations
- 1+ year of working knowledge in Suspicious Activity Reports, as well as specific knowledge got by expertise and by keeping good communicates with different stakeholders of other teams
- Facilitated meetings and performance weekly and documented compliance requirements for internal business partners through data mining, deep dive and applying analytical skills to take best decisions for business during the last year
- Provide analysis of defects got by the team in the last 6 months for my manager to take better decisions and implement new strategies
- Serve as subject of matter expert on investigative strategies and techniques with local stake holders, global stakeholders and training ops during the first quarter for 4 people and last quarter for a peer.
- Active participation on process improvement initiatives focused on User Experience, knowledge gaps, performance and productivity as a POC of SJO, working with other POC's and managers from SAM function around the world.
- Document, organize, and prepared intelligence and evidence to report activity to management such as results between teams around SAM, areas of improvement and quality analysis for coaching peers when they are struggling with performance
- Strong communication skills to actively communicate and explain people around function, including managers, peers, stakeholders, and POC's from other functions when needed in order to communicate and work in process changes and new approaches
- Coach investigators to better improve competency and efficiency of their investigations workflow and performance as a project plan throughout 2 months at the beginning of the year
- Determined root cause of deviations and non-conforming results and implement appropriate corrective and preventive actions throughout investigation development process.
- Reported problems and concerns to management as well as provide possible solutions that many times drive to positive result or learns
- Conducted projects to detect fraud, waste and abuse in order to improve mechanisms of work, reducing negative impact around function
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Delivered group and individual training covering refreshers, new approaches and performance areas in order to effectively achieve operational goals throughout the year
VISION OPERATIONS CENTER ASSOCIATE
AMAZON
05.2020 - 10.2020
- Watching the video of the event, understand it thoroughly and make best use of the human judgement and available resources to resolve it.
- Support the Manager to meet business metrics and goals, e.g.
- Production hours, Takt, Accuracy.
- Reports the anomalies in the jobs received and communicate trends to Manager.
- Develop entry level knowledge of MS Excel based tools, familiarity with Excel spreadsheets to navigate and interpret data.
- Continuous real-time intraday monitoring of incoming alarms.
- Understand performance metrics and process requirements to drive business results in live environment.
- Analyze and detect exceptions.
- Contributing to process improvements to reduce handling time, improving the quality of work.
- Main skills: Proactivity.
- Problem solving.
- Detailed-oriented.
- Excellent communication (both verbal and written) and organizational skills.
- Dynamic.
- Adaptability.
- Fast learner.
CLAIMS CUSTOMER SERVICE & QUALITY COORDINATOR
CASTELLE FURNITURE INC
10.2018 - 05.2020
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed educational materials used to train staff on QA standards.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Created and ran reports to confirm accuracy of data and made corrections according to instructions within specified timelines.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Evaluated current processes to develop improvement plans.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Monitored factory recalls and announcements to stay on top of changes.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Posted payments to accounts and maintained records.
- Calculated adjustments, premiums, and refunds.
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
CUSTOMER SERVICE
SDS Asocciate, AMAZON
09.2017 - 10.2018
- Blended associate trained to handle Email, Chats, and Phones contacts simultaneously.
- Mini Lead in charge of the following tasks: - Traceability of performance in all main metrics.
- Reporting of metrics results directly to Team Manager.
- Mentor for more 12 associates struggling with multiple metrics.
- Mentor during AHT Reduce Plan and in charge of the data mining, feedback sessions, and shadowing sessions to identify areas of opportunity and actions to take to improve.
- Engagement Team activities.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Education
Bachelor's Degree - Business Science
Lead University
Rohrmoser, Costa Rica2022
Skills
- Quality SOPs Development
- Consistent Procedure and Protocol Use
- Verbal and Written Communication
- Staff Training
- Procedure Manual Writing
- Class Scheduling
- Attention to Detail
- Quality Assurance
- Coaching and Development
- Critical Thinking
- Problem Solving
- Data Entry
- Kaizen methodology
- Problem-Solving
- Skilled in Data mining
Certification
- Aces Stage 1 Certification , Aamzon - November 2018
- Leading with vision , Google - October 2021
- The fundamentals of digital marketing , Google- August 2021
- Google Analytics for Beginners , Google - July 2021
- Google Ads- Measurement Certification , Google - May 2021
- Google Ads Search Certification , Google - May 2021
- A3 Problem solving for continuous improvement , LinkedIn - June 2020
- Coaching and Developing Employees , LinkedIn - June 2020
- Delivering an Authentic Elevator Pitch, LinkedIn - May 2020
- Project Manager, Universidad Politecnica Internacional - Expected in November 2022
Timeline
SAM RISK CONTROL ANALYST
AMAZON
10.2020 - Current
VISION OPERATIONS CENTER ASSOCIATE
AMAZON
05.2020 - 10.2020
CLAIMS CUSTOMER SERVICE & QUALITY COORDINATOR
CASTELLE FURNITURE INC
10.2018 - 05.2020
CUSTOMER SERVICE
SDS Asocciate, AMAZON
09.2017 - 10.2018
Bachelor's Degree - Business Science
Lead University
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