IRISH MAE B. LARENA

• Oversees program performance and ensures compliance with Amazon’s dispute-handling policies and customer protection guidelines.
• Supervises high‑level escalations, including billing disputes, charge-related concerns, and complex customer claims.
• Reviews case workflows for accuracy, documentation completeness, and proper application of program rules.

• Supported escalated Amazon cases involving disputed charges, account security, and billing inconsistencies.
• Ensured proper documentation and adherence to Amazon’s internal investigation and dispute frameworks.
• Conducted audits to validate agent compliance with dispute-handling procedures and risk‑mitigation standards.

• Managed a team handling Amazon program escalations with focus on fair-case evaluation and resolution accuracy.
• Coordinated with Quality and Audit teams on dispute‑related findings and implemented corrective actions.

• Handled high‑priority Amazon escalations involving billing disputes, unauthorized transactions, and customer claims.
• Conducted root‑cause investigations and provided clear, policy‑aligned resolutions.
• Maintained detailed and accurate case documentation following Amazon requirements.

Responded to guest inquiries, documented complaints, and handled sensitive customer issues requiring diplomacy and accuracy

• Managed account-related concerns requiring verification, dispute clarification, and customer education