Dylan Araya

Human Resources and Operations professional with 4+ years of experience in Customer Service, HR Operations, and Investigations. Skilled in case management, employee support, problem-solving, and handling confidential information in fast-paced environments.

HR Assistant II at Amazon (2022-01 – 2023-12)

• Managed HR cases related to Leave of Absence, Benefits, Payroll, Stock, and company policies.
• Supported employees through sensitive situations while maintaining confidentiality, compliance, and accurate case documentation.
• Collaborated with HR Business Partners, Payroll, Benefits, Operations, and other cross-functional teams to resolve complex employee issues.
• Provided clear guidance to employees while resolving complex inquiries and adapting to policy changes.

Advisor I, Blended Support at Concentrix (2023-01 – 2024-12)

Customer Service & Floor Support

• Delivered customer support through phone, chat, and email while consistently meeting quality and performance goals.
• Selected as Floor Support based on strong performance, providing guidance to new agents on systems, policies, and complex customer cases.
• Conducted coaching sessions to help teammates improve performance, confidence, and customer service skills.

Investigation Specialist at Amazon (2025-01 – 2026-12)

Buyer Abuse Operations

• Investigated buyer abuse cases by analyzing account activity, identifying fraud patterns, and making evidence-based decisions.
• Conducted holistic investigations across related accounts to detect suspicious behavior while protecting legitimate customers.
• Managed high-volume investigations while maintaining quality, accuracy, and compliance with Amazon policies.
• Protected Amazon's marketplace by handling sensitive data and ensuring compliance with company policies.

Bachelor's Degree in Graphic Design – University of Costa Rica (2017-01 – 2023-12)