Summary
Overview
Work History
Education
Skills
Timeline
Generic

Porcha Sims

Rockwall,TX

Summary

Dynamic Support Operations Senior Auditor at Amazon with a proven track record in fraud investigation and process improvement. Skilled in data analysis and effective communication, I enhanced operational efficiency and reduced incident reports, contributing to a culture of continuous improvement. Committed to achieving high-quality outcomes and fostering team collaboration.

Overview

10
10
years of professional experience

Work History

Support Operations Senior Auditor

Amazon
Dallas, TX
04.2023 - Current
  • Conducted micro-investigations and low-complexity tasks related to customer accounts, adhering to standard operating procedures (SOPs) to ensure accurate issue categorization and resolution."
  • Achieved target quality, productivity, and utilization goals, with work closely supervised and audited by subject matter experts (SMEs) to maintain SOP compliance.
  • Escalated unclear instructions or ambiguous situations to peers and managers, seeking guidance to ensure accurate investigation outcomes.
  • Maintained clear and concise verbal and written communication (e.g., emails, tickets, instant messages) to effectively document investigation steps and findings.
  • Contributed to a positive customer experience by ensuring timely and accurate resolution of issues, positively impacting key operational metrics such as SLA and quality.
  • Investigated customer accounts (buyer, seller, publisher) by following SOPs and detailed documentation, using knowledge and judgment to make slight deviations from procedures when necessary to achieve desired outcomes.
  • Managed one or more operational workflows, queues, or functional domains, demonstrating the ability to prioritize tasks and meet performance metrics (productivity, quality, adherence).
  • Provided onboarding support to new team members, including conducting process training and mentoring to facilitate a smooth learning curve and ensure SOP comprehension.
  • Identified opportunities to improve operational processes and procedures, providing inputs and recommendations to enhance productivity, decision quality, and customer experience.

Investigation Specialist II

Amazon
Dallas , TX
07.2017 - 04.2023
  • Investigated FBA issues, enhancing data security and merchant trust, reducing incident reports.
    • Collaborated on SOP enhancements, achieving measurable efficiency improvements, exceeding goals.
    • Analyzed fraud patterns, decreasing investigation time, strengthening operational reliability.
    • Streamlined communication, improving team alignment, boosting fulfillment accuracy.
    • Prioritized tasks in fast-paced settings, consistently meeting deadlines, showcasing organizational skills.
    • Analyzed data for fraud patterns, improving investigation efficiency and enabling quicker resolutions, contributing to overall operational effectiveness.
    • Contributed to software and SOP enhancements, achieving consistent weekly goals and fostering a culture of continuous improvement within the team.
    • Partnered with cross-functional teams to refine SOPs, yielding substantial improvements in operational efficiency and exceeding performance targets.
    • Maintained rigorous data security protocols, ensuring the protection of sensitive information while cultivating trust among merchants and stakeholders.
    • Conducted thorough investigations into FBA issues, enhancing data security and merchant trust while significantly reducing
    • Optimized communication channels, aligning team efforts and boosting fulfillment accuracy by streamlining processes.
    • Fostered a collaborative team environment, enhancing communication and trust among colleagues to improve overall morale.
    • Streamlined customer service processes, reducing response times and significantly boosting client satisfaction ratings.
    • Maintained accurate project documentation, ensuring compliance with industry standards and facilitating seamless audits.
    • Developed a new inventory tracking system, leading to enhanced accuracy and reduced stock discrepancies.
    • Analyzed sales data to identify emerging trends, informing strategic marketing decisions and driving measurable growth.
    • Cultivated a positive team culture, encouraging open dialogue and collaboration to strengthen relationships and enhance workplace harmony.

Compliance Auditor

ATT
Baton Rouge, LA
08.2015 - 08.2017
  • Resolved customer complaints, improving satisfaction and compliance with policies.
  • Clarified account statements and corrected billing issues, enhancing accuracy.
  • Managed store inventory, ensuring regulatory compliance and operational efficiency.
  • Trained team on inventory systems, fostering collaborative problem-solving.
  • Assisted back office operations, contributing to streamlined processes.
  • Identified process inefficiencies, implementing corrective measures that led to substantial improvements in operational compliance.
  • Partnered with cross-functional teams to develop compliance training programs, enhancing employee understanding and commitment.
  • Presented audit findings to senior management, advocating for policy enhancements that strengthened compliance frameworks.
  • Fostered a culture of compliance by mentoring team members, promoting best practices, and ensuring ongoing professional development.
  • Revamped compliance audit processes, resulting in noticeable gains in accuracy and efficiency across departmental evaluations.
  • Implemented a new training framework, boosting team adherence to compliance standards and significantly reducing policy violations.
  • Conducted thorough compliance audits, identifying gaps and implementing corrective actions, resulting in marked improvements in regulatory adherence.

Education

Bachelor of Science - Finance

Southeastern Louisiana University
Hammond, LA
12-2011

Skills

  • Data analysis
  • Fraud investigation
  • Regulatory compliance
  • Operational auditing
  • Process improvement
  • Team collaboration
  • Project management
  • Effective communication
  • Training and mentoring
  • SOP development
  • Risk assessment
  • Time management
  • Critical thinking
  • Attention to detail
  • Compliance monitoring
  • Project management experience
  • Investigation management
  • Multitasking capacity
  • Teamwork and collaboration
  • Typing and 10-key entry
  • Collect data
  • Operational efficiency
  • Documentation management
  • Communication skills
  • Problem solving
  • Microsoft office
  • SQL analytics
  • Advanced SQL knowledge
  • Asana project tracking
  • Asana software
  • Quip Software Proficiency
  • Cross-functional collaboration
  • Task prioritization
  • Team training
  • Quality assurance
  • Scope implementation
  • Cross-functional coordination
  • Goal setting
  • Stakeholder communications
  • Analytical thinking
  • Teamwork
  • Multitasking

Timeline

Support Operations Senior Auditor

Amazon
04.2023 - Current

Investigation Specialist II

Amazon
07.2017 - 04.2023

Compliance Auditor

ATT
08.2015 - 08.2017

Bachelor of Science - Finance

Southeastern Louisiana University

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Porcha Sims