Diana Mora Ruiz
San José
Summary
As a dedicated Chargeback Analyst with experienced in customer service. I combine my passion for helping customers with a sharp analytical approach to resolve disputes efficiently and effectively.
I excel at identifying patterns, investigating claims, and ensuring that both customers and businesses achieve fair outcomes. My strong communication skills enable me to handle sensitive situations with empathy, while my attention to detail skills allows me to proactively mitigate potential issues
Overview
5
5
years of professional experience
1
1
Certification
Work History
Defect Prevention & Reconciliation Specialist
Amazon
04.2024 - Current
- Collaborate cross-functionally with internal teams and vendors to manage chargeback disputes that arise due to vendors non-complying with the manual agreement or potential error on the company’s behalf
- Utilize prevention tools and standard operating procedures (SOPs) to efficiently monitor and resolve chargeback disputes, analyzing relevant data to identify discrepancies and ensure accurate timely resolutions.
- Exercise independent decision-making to resolve moderately complex issues in alignment with compliance and risk protocols.
- Demonstrate strong Excel and Office Suite proficiency for case tracking, reporting, and investigation documentation.
Bilingual Customer Service Specialist
Amazon
10.2020 - Current
- Ownership to resolve challenging customer issues, escalating when is necessary
- Ability to understand the issue and make the best use of the available resources to resolve the issue
- Excellent and assertive communication with customers
- Develop and understanding performance metrics to assist with driving business results
AC3 NHOB Advisor
Amazon
11.2021 - 12.2021
- Chat support: Assist real-time chime queries
- Workshop Facilitation and Q&A meetings: When requested by an NHOB TM
- Call Feedback: Perform data mining and deliver feedback and have a weekly or bi-weekly coaching session
- Communicate any behaviors found or concerns to the NHOB TM
Education
Bachelor Degree -
Colegio Bilingüe Inmaculada Jaco
Jaco01.2017
Skills
- Business Process Improvement
- Time Management
- Analytical Skills
- Microsoft Office Excel
- Problem-solving
- Microsoft office
- Teamwork and collaboration
- Accuracy and precision
Certification
- BELT English International Language, 2020
- Digital Advertising and Social Media Marketing Program, 2023, Universidad de Costa Rica
Languages
Spanish
English
Timeline
Defect Prevention & Reconciliation Specialist
Amazon
04.2024 - Current
AC3 NHOB Advisor
Amazon
11.2021 - 12.2021
Bilingual Customer Service Specialist
Amazon
10.2020 - Current
Bachelor Degree -
Colegio Bilingüe Inmaculada Jaco
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