Tariro Sianda

Experience

• 

  Amazon Services

  Jun 2011 - Jan 2016

  - Investigate disputed transactions and check validity of disputes from customers. Provide coaching and feedback to Investigators for any Investigator Misses.- Identify fraud MOs and provide training to Risky Investigators to minimise $ loss to the company.- Perform quality audits on both internal and external data and formulate action plans to improve Site perfomance.- Create weekly report for managers on Investigator performance. Analyse quality data to identify training gaps.-Provide refreshers and calibrations to investigators to maintain continues growth and improvement in investigator knowledge. Show less - Investigate transactions and make decisions regarding their validity based on available internal and 3rd party data- Use a combination of manual and automated tools to obtain information- Communicate via email and telephone with external and internal customers to make informed decisions about risk- Assist in the development and streamlining of complex fraud models, providing input based on relevant empirical information- Contribute or lead other special projects which reduce fraud related losses while maintaining focus on positive customer experience- Maintain the confidentiality of all information obtained during the investigations process- Assist in the development of new tools for use in fraud prevention- An ability to identify, communicate, and champion process improvement opportunities that will benefit internal and external customers- Recognize system bugs, tool outages and other workflow issues and report these promptly and clearly- Maintain individual accountability for performance metrics, ensuring ever-increasing levels of productivity and accuracy against established benchmarks Show less - Providing account and application support to customers, specifically with regards to software functionality and troubleshooting of system configurations and network settings- Providing prompt, efficient, detailed, customer-oriented service to Amazon customers- Ensuring that internal reference pages are updated- Ensuring that interactive website features are operational and surface all problematic issues for immediate correction.- Actively seeking solutions to customer needs and identify trends to appropriate personnel, including possible solutions or suggestions. Show less

  • Quality Auditor

    May 2015 - Jan 2016

  • TRMS Investigation Specialist

    Aug 2014 - Apr 2015

  • Customer Service Associate

    Jun 2011 - Jul 2014

  • Customer Service Representative

    Jun 2011 - Jul 2014
• 

  Amazon Web Services (AWS)

  Feb 2016 - now

  Offering technical professional guidance and support to global AWS customers seeking to integrate their existing infrastructure or migrate from their on-premise environments to AWS cloud services- Providing reliable design solutions on Amazon Web Services (AWS) EC2 services and advising customers on how to build secure EC2 and architectures on the AWS cloud.- Troubleshooting complex incidents and problems and providing the best available solutions or workarounds within agreed service levels to our global customers- Automating customer EC2 and Amazon Workspaces workload setup using AWS CloudFormation service and other scripting tools- Creating knowledge centre articles and troubleshooting guides for internal and external use in the company.-Mentoring new hires and interns in basic system administration concepts and to conduct live learning sessions- Engaging with Technical Account Managers to drive enterprise customer satisfaction within the AWS service product line- Liaising with the service teams to log feature requests for services based on customer use cases and unique requirements Show less - Offering technical professional guidance and support to global AWS customers seeking to integrate their existing infrastructure or migrate from their on-premise environments to AWS cloud services- Providing reliable design solutions on Amazon Web Services (AWS) EC2 services and advising customers on how to build secure EC2 and architectures on the AWS cloud.- Troubleshooting complex incidents and problems and providing the best available solutions or workarounds within agreed service levels to our global customers Show less Typically revenue is passed from customer to a company any time a purchase is made. A "Concession" is anytime that process is reversed and cost travels from the company to its customer (in the form of refunds or credits). I currently review all high value concession request and make recommendations to the business on approving these requests. This requires great numeric and investigation skills as we need to identify the exact costs of the services being disputed by the customer. I also work closely with Business development teams to identify the best ways to support customers requesting credits or refunds. Show less - Reviewing all billing adjustments requests above $10,000.- Working with Customer service leadership, Technical teams and Finance team to seek approvals for refunds above $10,000.- Investigating service issues and calculating the cost of the service issues and adjusting customer invoices accordingly .- Working with customer support peers around the globe to ensure a consistent and high-quality level of support.- Driving projects that improve support-related processes.- Working with Enterprise/APN customers to understand how they use AWS services, and providing valuable feedback to business and development teams.- Acting as the Voice of the Customer for our Enterprise/APN customers, reporting and acting on observed areas for improvement.- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.- Assisting with customer communication during AWS critical launches and support events- Field and handle escalated customer issues from Technical Customer service associates.- Assuming responsibility for developing detailed knowledge about AWS specific product and features- Making sure internal knowledge reference pages are updated Show less - Advise clients on technical support for developers, business owners, database and cloud- Assisting large corporations with cloud support for any online activity- Management of client invoice and support issues- Full product knowledge and client liaison with all aspects of their business goals- Develop products and skills for clients- Software and virtual computing assistance- Liaise clients on resource efficiency and need based on business models. Show less

  • Cloud Support Engineer II

    Mar 2023 - now

  • Cloud Support Engineer

    Apr 2021 - Mar 2023

  • Cloud Support Associate

    Oct 2019 - Apr 2021

  • Concessions Technical Customer Service Specialist

    May 2019 - Oct 2019

  • TCSA Escalations (Concessions)

    Dec 2017 - May 2019

  • Technical Customer Service Representative

    Feb 2016 - Dec 2017