Business Analyst Customer Service

Angeli Bisognin

Renton, WA

Professional Summary:

Angeli is a business analyst with emphasis in payments-risk investigation with over 12 years of customer service experience and over 5 years of payment processing, fraud prevention, and chargeback management.

Excel in critical thinking and problem-solving, paying meticulous attention to detail even in a fast-paced environments.

Demonstrate excellent communication abilities, enabling successful collaboration with cross-functional teams, stakeholders, and executives.

Expertly navigate ambiguity, thrive in rapidly changing environments, and handle high-pressure situations effectively.

Experienced in billing procedures and working with billing software.

Boast a strong background in content policy, anti-abuse measures, and customer support operations.

Demonstrated attention to details by reviewing documentation, analyzing financial statements, and handling transactions accuracy.

Analytical skills to identify emerging fraudulent schemes and recommend risk-reducing measures by proactive recommending and implementing necessary changes and controls.

Skilled in data analysis and certified as a business analyst.

Committed to giving back to the community by volunteering as a finance advisor for immigrants and refugees.

Ability to manage personnel, policies, procedures, and training.

Utilize user insights and proactive communication to protect users.

Strategic team player with a passion for doing what’s right with quality.

Hard worker who implements efficient solutions to promote corporate trust and safety.

Technical Skills & Core Competencies:

Business Analysis

Data Analysis and Data Analytics

Analytical Skills

Continuous Improvement

Process Improvement

Fraud Detection and Prevention

Fraud Detection and Investigations

Fraud & Dispute Management

Risk Management and Risk Assessment

Agile Project Management

Project Management and Project Planning

Project Management

Quality Assurance

Operational Risk Management

Microsoft Office and Excel

SQL

SAP

Amazon Web Services (AWS)

Technical Support

Computer Hardware Troubleshooting and Hardware Diagnostics

Software Troubleshooting and Hardware Support

Customer Service and Customer Experience

Customer Service

Customer Service Management

Customer Support

Account Management and Operations Support

Payments and Payment Card Processing

Payment Processing

Billing Process and Bill Payment

Chargebacks and Dispute Resolution

Professional Experience:

SpaceX – Redmond, WA Sep. 2023 – Jan. 2024

Billing Specialist

Utilized excellent verbal and written communication skills to understand and address customer concerns, ensuring a high level of customer satisfaction.

Liaised with cross-functional teams to gather necessary information and provide accurate, timely solutions to customer issues.

Implemented feedback mechanisms to track recurring issues and recommend improvements to enhance customer experience.

Performed in-depth investigations into high-risk transactions to identify and mitigate potential fraud.

Collaborated with fraud prevention teams and external agencies to gather evidence and resolve cases effectively.

Developed and implemented enhanced fraud detection protocols, reducing the occurrence of fraudulent transactions.

Prepared detailed reports on investigation findings and recommended actions to senior management, contributing to strategic fraud prevention initiatives

Handled complex billing and payment discrepancies, collaborating with finance and operations teams to ensure accurate and prompt resolution.

Developed and maintained comprehensive records of all escalated issues, documenting actions taken and outcomes to inform future improvements.

ENGIE, Spokane, WA Nov. 2021 – Sep. 2023

Billing Specialist

Conducted thorough investigations into billing discrepancies, collaborating with internal teams to identify root causes and implement corrective actions.

Maintained detailed records of all communications and resolutions, ensuring transparency and accountability in billing processes.

Consistently achieved an 82% efficiency rate in processing billing and consumption edits, demonstrating strong organizational and time management skills.

Implemented process improvements to streamline billing and consumption data management, contributing to higher accuracy and faster processing times.

Regularly monitored performance metrics to ensure continued adherence to efficiency standards and identified opportunities for further enhancements.

Coordinated with partners and stakeholders to understand requirements and ensure seamless integration of automated billing solutions.

Successfully implemented an automated billing process, resulting in significant time savings and increased accuracy in bill collection.

Analyzed existing billing information workflows and identified areas for improvement, leading to the development of more efficient data entry templates.

Translated complex billing data into user-friendly formats, facilitating easier data entry and reducing errors.

Amazon, Seattle, WA Jun. 2015 – Jun. 2021

Payments Business Analyst Nov. 2019 – Jun. 2021

Incident response of escalated Amazon's global payment operations issues, successfully meeting the annual goals by resolving 5,000 escalations.

Utilized extensive data analysis techniques to uncover patterns and interpret insights from large customer datasets.

Leveraged in-depth analysis of large-scale customer data sets to identify actionable trends.

Drafted clear and concise functional specifications documents detailing project scope, objectives, and deliverables.

Analyzed KPIs, metrics, and trends for evaluating overall business performance.

Utilized a variety of sources including industry reports, public information and purchased data to collect business intelligence.

Created detailed process flows and user stories to document system requirements.

Recommended enhancements to current systems to increase solution functionality, by creating reports that provided financial loss details for prioritizing engineering fixes.

Demonstrated excellent problem-solving to deliver escalations resolution.

Utilized multiple systems to manage and streamline operational processes.

Collaborated with projects and policies ensuring Amazon minimized financial loss.

Worked closely with various stakeholders to identify key features, integrations, and partnerships necessary for successful seller payment integration.

Took part in developing training materials for internal staff and carried out interviews for new candidates.

Collaborated with diverse teams to conduct productive brainstorming sessions for effective problem solving demonstrating excellent communication and interpersonal skills.

Managed sellers’ deposits in Brazil resolving high severity escalations.

Senior Fraud Investigator, Seattle, WA Jan. 2019 – Nov. 2019

Employed advanced data mining methods and analyzed threats and vulnerabilities to carry out comprehensive investigations.

Analyzed flagged transactions and reports for signs of potential suspicious activity.

Identified suspicious activity or patterns of fraudulent behavior through the review of financial documents.

Analyzed extensive amounts of data to identify potential indicators of fraud risk.

Risk mitigation through recommendations for terminating accounts and prepared accreditation documentation.

Exceeded expectations by consistently maintaining high productivity and quality standards in investigations.

Identified opportunities for process improvement in order to reduce losses due to fraud.

Drafted procedures for fraud incident identification, investigation, reporting, and resolution.

Developed and implemented comprehensive tactics to combat fraudulent activities in diverse departments.

Executed strategies to minimize financial, legal, and reputational risks.

Senior Chargeback Investigator, Seattle, WA Jun. 2017 – Jan. 2019

Contributed to the successful implementation of international product launches, showcasing strong project management expertise.

Identified and recommended solutions for process improvements in dispute resolution.

Implemented comprehensive investigation techniques and developed effective case plans to obtain necessary evidence.

Consistently reported disparities in chargeback data between merchant services provider and internal systems.

Contributed to the design and implementation of automated systems for resolving disputes, benefiting merchants and customers.

Collaborated to the development of new processes for resolving chargeback disputes.

Developed strategies for gathering additional evidence or intelligence related to cases.

Chargeback Specialist Investigator Seattle, WA Jun. 2015 – Jun. 2017

Oversaw Risk investigation through analysis of customer accounts to identify possible fraudulent behavior such as true fraud, family fraud, abuse, collusion, or counterfeit activities.

Led Information assurance and compliance with credit card processing regulations and governmental sanctions.

Utilized investigative methods to analyze customer chargeback disputes for claim validation, identifying the most suitable actions.

Monitored daily reports generated by merchant services providers, ensuring that chargeback information was accurate and complete.

Developed Brazil's chargeback representment process in collaboration with Program Manager, Risk Management, Legal, Customer Service and Merchant Services teams.

Managed a team of investigators remotely, overseeing the implementation of metrics and the development of a quality assurance support program.

Education & Certifications:

Bachelor of Arts in Portuguese and English

Universidade Regional Integrada do Alto Uruguai e das Missoes- URI

Certificate in Business Analysis, University of Washington

Certificate in Translations, Bellevue College

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