Oct 2020 – Present · 5 yrs 6 mos

Jun 2018 – Sep 2020 · 2 yrs 3 mos

• Program manager for seller risk change management, erstwhile global program owner. Had the opportunity to manage five programs of the business - Notice of Infringement, Seller Appeals, Non-Infringement, Abuse Prevention Appeals & Proactive Enforcements. Role demands specialization in launch and change management. I was responsible for automation, tools, process improvement initiatives, policy & SOP formulation, service delivery and expansions. Reported Abuse Restructure, Automation of Reversals, Paragon Migration, Project Zero to reduce counterfeit and Spam Contact Management were directly managed large scale projects.

Nov 2017 – May 2018 · 6 mos

• Workflow solutions specialist for Marketplace Abuse globally. Led short-term capacity analysis, forecasting, staffing and workflow management for marketplace abuse investigations. Owning reporting and assisting leadership in long-term strategic planning. The role was focused on reducing operating expense and rapt in the transition of SLAs from 24hr to 4hr. Also, I designed and planned for all work-types onboarded to MPA from workforce perspective. Managed stakeholders and implemented initiatives of the global process owner and WFM. I also had the opportunity to groom young analysts in their existing role and scaling them up for the next.

Apr 2016 – Oct 2017 · 1 yr 6 mos

• Using appropriate workflow management tools to coordinate the incoming volumes vs resolves across functions & achieve service levels for Amazon`s risk management processes. Negotiate & engage with stakeholders throughout the business to ensure support for the workflow management process. Provide visibility of workload challenges, shrinkage in staffing, adherence issues & resolves. Allocation of resources to support workload challenges on an inter-departmental basis. Maximize resource optimization to ensure consistent achievement of service levels. Identify efficiency opportunities. Identify opportunities for cross-skilling & agree/co-ordinate for training to minimize the impact on Amazon` marketplaces & cloud services. Analyze data regularly in order to make informed recommendations, documenting any potential efficiency savings accordingly. Analysis & reporting of daily, weekly, monthly & ad-hoc performance highlighting key drivers of results globally. Identifying the scope of automation in workflow & process, deep dive to create a solution.

Aug 2015 – Apr 2016 · 8 mos

• Amazon is constantly under attack by sophisticated criminals from all over the world. Armed with stolen credit cards and hacked customer accounts, they place fraudulent orders. The Transaction Risk Management (TRMS) team at Amazon builds platforms to ensure that every eCommerce transaction is trusted, safe and protected from fraud. The Buyer’s Risk Investigation team is charged with pioneering new techniques to detect and neutralize the fraudsters without impacting our legitimate customers. Our software scans every order at Amazon, computing hundreds of individual risk indicators per order and leveraging sophisticated machine learning algorithms to identify the orders that need to be stopped. We use highly scalable and fault-tolerant distributed systems to handle Amazon's massive traffic volume.
• The position relies on excellent judgment to plan and accomplish goals and work under very limited supervision of the Manager. Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy. An Investigator engages in frequent discussions with department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. Productivity and quality assurance is evaluated along with the overall contribution to the development of the department.