Viviana Bonilla Subiros
Moravia,San Jose
Summary
Fraud Investigator with around 3 years of experience, proficient in collecting, analyzing and reviewing documents with studies in criminology, experience in different jobs with personnel management and oriented to customer service and decision making.
Investigations professional with proven track record in managing complex cases and driving successful outcomes. Highly focused on team collaboration and achieving results, adaptable to dynamic environments. Known for analytical thinking, conflict resolution, and integrity in sensitive matters.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Investigations Manager I [A]
Amazon
01.2024 - Current
- Enhanced efficiency by developing and implementing investigative procedures and strategies for the team.
- Reduced risk exposure by conducting thorough internal investigations, identifying vulnerabilities, and recommending corrective actions.
- Contributed to organizational growth by identifying areas for process improvement within the investigation department.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Promoted continuous learning within the department by staying updated on industry trends and incorporating new methodologies into investigation processes.
RCO Sr Investigation Spclst-IT
Amazon
12.2022 - Current
- Perform investigations on appeal cases in order to assist the seller during the registration process
- Work on escalations to help managers from different departments for a better communication process when sellers have doubts or a block on their account
- Participated training investigators in different skills such as Sesunoir, paragon or Nautilus
- Analyze and perform fraud and risk prevention investigations and conducting screening processes for selling on Amazon
- Review and determine compliance of documentation mainly for the Italian marketplace and rest of the world countries
- Perform deep dives by analyzing documents and patterns with information associated to the investigation process
- Participated in process improvements projects related to updates and adoption of tools to simplify the investigation process and requirements based on seller’s needs and specifications, also in the translation review of blurbs to ensure the proper translation and communications shared to sellers for the Italian language
- Participated in productivity improvements by building repositories of communications/blurbs to be shared with sellers for the Italian language to simplify the way investigators were able to search, modify and utilize the emails shared to inform the outcomes of the investigation process to merchants
- Created training materials and conducted facilitation sessions to review trends of modus operandi (MOs) in terms of risk assessment for the function and delivered training sessions to the SJO population on a biweekly basis to build awareness and critical thinking required to avoid QA challenges and apply best practices
Investigation specialist I
Amazon
02.2021 - 12.2022
- Analyze and perform fraud and risk prevention investigations and conducting screening processes for selling on Amazon
- Review and determine compliance of documentation mainly for the Italian marketplace and rest of the world countries
- Perform deep dives by analyzing documents and patterns with information associated to the investigation process
- Participated in process improvements projects related to updates and adoption of tools to simplify the investigation process and requirements based on seller’s needs and specifications, also in the translation review of blurbs to ensure the proper translation and communications shared to sellers for the Italian language
- Participated in productivity improvements by building repositories of communications/blurbs to be shared with sellers for the Italian language to simplify the way investigators were able to search, modify and utilize the emails shared to inform the outcomes of the investigation process to merchants
- Created training materials and conducted facilitation sessions to review trends of modus operandi (MOs) in terms of risk assessment for the function and delivered training sessions to the SJO population on a biweekly basis to build awareness and critical thinking required to avoid QA challenges and apply best practices
Food and beverage manager
Rio Perdido Hotel
01.2018 - 04.2019
- Supervise the daily operation
- Manage budgets and cost calculation
- Conflict resolutions (internal and external customer)
- Customer service
- Resolved customer complaints involving food or beverage quality and service
- Verified staff compliance with accepted food and drink safety regulations, suggesting remedial training where necessary
General Manager
Cocoon Hotel
01.2017 - 01.2018
- Supervise the daily operation
- Responsible for Human Resources
- Responsible for administrative task
- Responsible for marketing and communication
- Conflict resolutions (internal and external customer)
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems
- Developed and maintained relationships with customers and suppliers through account development
- Managed budget implementations, employee reviews, training, schedules and contract negotiations
- Developed ongoing training initiative to improve beverage knowledge of serving employees
Education
Bachelor's Degree - Criminology
Universidad Libre De Costa Rica
Skills
- Research and analytical skills
- Collecting Documentation
- Information Documentation
- Client Support
- Customer Service
- Data Analysis
- Investigation skills
- Attention to Detail
- Team Collaboration
- Team Leadership
- Interpersonal Skills
- Continuous Improvement
Certification
- French Language certification, INA
- French language certification, NLA
- Italian Language certification, NLA
Timeline
Investigations Manager I [A]
Amazon
01.2024 - Current
RCO Sr Investigation Spclst-IT
Amazon
12.2022 - Current
Investigation specialist I
Amazon
02.2021 - 12.2022
Food and beverage manager
Rio Perdido Hotel
01.2018 - 04.2019
General Manager
Cocoon Hotel
01.2017 - 01.2018
Bachelor's Degree - Criminology
Universidad Libre De Costa Rica
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