Microsoft Office and Windows
Victoria Maria Yuja Menjivar
Risk Manager and Fraud Investigator, Amazon
San Jose,San Jose
Summary
20+ years’ experience in the Security and Financial Services, self-motivated and goal oriented professional committed to Fraud Risk Assessment, with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of Fraud Risk operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Dedicated team player, skilled at mediation and conflict resolution. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Risk Manager
Amazon
San Jose
10.2022 - Current
- Achieved regulatory compliance by ensuring adherence to industry standards and guidelines related to risk management.
- Fostered culture of continuous improvement in risk management, encouraging feedback to identify areas for enhancement.
- Improved our department's risk profile with comprehensive risk assessments and reporting mechanisms.
- Evaluated emerging risks in the platform through continuous monitoring and research, enabling proactive response measures.
- Developed strong relationships with internal stakeholders, promoting a culture of risk awareness and accountability.
- Enhanced risk identification processes for early detection and mitigation of potential threats.
- Collaborated with cross-functional teams to establish effective risk management practices across all business units.
- Streamlined communication channels between various departments, ensuring timely sharing of critical risk information.
- Handled L8 and L7 Deviations claims and Legal Escalations according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
- Reduced operational risks by implementing robust risk management strategies and procedures.
Manager I, Investigation, Amazon
Amazon
San Jose
10.2017 - Current
- Scope for position is managing team of Investigation specialists who investigate buyer transactions on Amazon.com platforms and take appropriate actions based on processes, tools and high-judgment decisions.
- Provide leadership and administrative support to team and manage them to achieve and constantly raise bar on service levels based on forecast and capacity, minimizing impact of chargeback /bad debt by meeting / achieving targets, achieve process improvement, ensure road mapped project execution and identify new ones.
- Cross-trained existing investigators to maximize team agility and performance.
- Evaluated investigators' strengths and assigned tasks based upon experience and training.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving Marketplace results.
- Delivered feedback to different levels of management regarding investigator performance and training needs.
- Maximized productivity by keeping detailed records of weekly progress and identifying and rectifying areas for improvement.
- As late night shift manager, I have been able to make independent sound decisions to ensure meeting production and quality targets without assistance of day-shift supporting areas.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Addressed operational concerns by working with other areas and interacting with senior and corporate leadership.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Tracked and reported short-termed program results to stakeholders to facilitate change management activities.
- Created and presented data using MS Excel spreadsheets and other MS Office tools.
- Strategically balanced technology and business needs of organization.
- Coached Investigators on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Supervised and performed Performance Management management functions for teams of up to 20 investigators.
- Interviewed and hired talented Fraud Investigators to increase super-powers within already gifted department (PRO)
TRMS Sr. Investigation Specialist
Amazon
San Jose
09.2017 - 09.2017
- Scope for position includes investigation of suspicious activities in different platforms within Amazon.
- Analyze data provided and make real time decisions in different tasks including Managing Director and Jeff Bezos Escalations.
- Work with TRMS Knowledge Management to create and improve blurbs and SOPs as part of TCKR Team.
- Train new and tenured investigators in some established and new processes.
- Recommended process and systems improvements such as Veteran Customer Account Compromise.
- Monitored timelines and flagged potential issues to be addressed.
- During 2016, in charge of creating trainings for VCAC, Refunds, Watchlist and Emails.
- Mining and coaching Under-enforcements for Team providing reports to L4 manager.
- Advisor for Investigators with Over Enforcement issues.
- Refresh Training to new and tenured investigators.
- Mentor for Batch 14 MRI Investigators, in charge of coaching, advising, requesting NPT, reporting to L5 Manager.
- I was part of VCC Team working from Home Pilot.
Team Leader for Mortgage Assistance
Bank Of America Merrill Lynch
San Jose
11.2009 - 06.2011
- Scope of position includes departmental direction and full managing, reviews and reports, support and daily evaluations.
- Supervision on first level Agents and Costumer Advisor Specialists.
- QA Reviews and live monitoring, Payroll and Attendance.
- Handling administrative and customer escalations.
- Refresh and provide procedure updates during Huddles and Team Meetings.
- Provide weekly and monthly reports to Department Managers in Costa Rica and the United States
- Developed multiple executive presentations and reports to facilitate project evaluation and process improvement.
- Supervised the work of 12 team members, offering constructive feedback on their work performance.
- Defined clear targets and objectives and communicated them to other team members.
- Coordinated design meetings and decisions across two internal departments and teams.
- Implemented a set of comprehensive tracking processes to monitor Quality and Performance.
Team Leader for Global Fraud Control Center
Western Union
San Jose
12.2004 - 11.2009
- Scope of position is expansive and includes departmental direction and full managing, reviews, creation, implementations, support, training for:
- Improving the processes in Fraud Department (SOPs)
- Transition of the Credit Card Tracking Department for Western Union, part of the anti-fraud area.
- Supervisor for first level Agent and Customer Support Specialists.
- Preparation of Performance Reviews, payroll and attendance reports.
- Handling administrative and customer satisfaction escalations.
- In charge of Scheduling and resource management for the account.
- Quality calls monitoring for First Level Agents.
- Refresh training to Agent and Customer Support Representatives
- Active Directory and Backup solutions support.
- Work with Stockholders to improve service and process quality
Education
Certification - Financial Forensics And Fraud Investigation
Association of Certified Fraud Examiners (ACFE)
Austin, TX 04.2024 - Current
Bachelor of Arts - B.A Communication Sciences And Journalism
UIA
San Jose, Costa Rica 02.2001 - 10.2004
Bachelor of Arts - B.A Social Sciences Anthropology
UCR
San Pedro, Costa Rica 02.1998 - 11.2002
Skills
Emergency protocols
Fraud Analyst Expert
Business Development
Verbal and written communication
Quality assurance
Safety and compliance
Risk mitigation strategies
Root Cause Analysis
Loss Prevention Programs
Risk Mitigation
Claim Reviews
Accomplishments
- Used Microsoft Excel to develop performance review and every day tools.
- Currently successfully managing a team of 17 Investigators.
- Investigated a $2,000000.00 case by a Seller which resulted in Fraud enforcement of the account (Seller Fraud Prevention, 2017)
- Implemented advanced Internet verification techniques within my team, which led to increased detection of latent fraudulent scenes.
Affiliations
- Toastmasters
- Association of Certified Fraud Examiners
Software
Internet Data Mining
Interests
Risk Fraud Investigation
Sudokus
Trivial Pursuit
Movies
Timeline
Certification - Financial Forensics And Fraud Investigation
Association of Certified Fraud Examiners (ACFE)
04.2024 - Current
Risk Manager
Amazon
10.2022 - Current
Manager I, Investigation, Amazon
Amazon
10.2017 - Current
TRMS Sr. Investigation Specialist
Amazon
09.2017 - 09.2017
Team Leader for Mortgage Assistance
Bank Of America Merrill Lynch
11.2009 - 06.2011
Team Leader for Global Fraud Control Center
Western Union
12.2004 - 11.2009
Bachelor of Arts - B.A Communication Sciences And Journalism
UIA
02.2001 - 10.2004
Bachelor of Arts - B.A Social Sciences Anthropology
UCR
02.1998 - 11.2002