Mar 2021 – Jul 2024 · 3 yrs 4 mos

• SME in process and product knowledge including tools. Working constantly on improving the process and tools.
• Working closely with ACE and the Legal Policy team on content related to Misinformation, Fake News, Hate Speech, Harassment, Child Pornography etc to make sure that the platform is safe and secure.
• Having one-to-one coaching sessions to address any performance challenges and provide necessary feedback. Sending out formal email communication to the management regarding monthly performance of the team.
• Mentoring the team members in their current role and helping them in getting ready for the next role.
• POC for all escalations related to member safety and for other complex issues which needs collaboration with other teams including Legal Policy, Cyber Threat, Content, Engineering etc.
• Currently leading the Training Pillar within the team to make sure all new hires have a seamless training experience. Responsible for onboarding and training of all new hires in the team (Full-time, Contractors and Managers).
• Collaborating with global peers in standardizing and optimising the training process.
• Deriving insights from teams quality to create a plan for skill development for all those who need it. Creating training structures around it to make sure the knowledge gaps are filled.
• Part of interview process to shortlist/select candidates. Then followed by onboarding, training and helping the new hires to ramp up quickly.
• Working on reports to check the work hygiene followed within the team to make sure all work is done with utmost integrity and within our internal privacy policies.
• Sending Plan of Action while starting the day to help the team understand where we stand and what our plan looks like to handle the queues throughout the day.
• Part of Weekly Operations Review to understand how we did operationally the previous week and to compare our WoW and YoY data with respect to SLAs.

Oct 2019 – Mar 2021 · 1 yr 5 mos

• Performing monthly case/ticket audits and coaching a group of 5-6 contractors on the team to achieve their performance goals.
• Identifying gap areas for improvement and analyzing trends based on audits pertaining to the team's quality/performance.
• Conducting one-to-one coaching sessions to address any performance challenge and suggest improvement plans.
• Handling member/customer escalations sent from the Social Media Team and others from within the company to thoroughly investigate and provide a resolution at the earliest.
• Initiated Project Harbor with a couple of team colleagues to make sure the team's process knowledge is consistent week over week considering the dynamic nature of our work.
• Sharing best practices with the team to help them achieve their performance goals with ease. .
• Training new hires and mentoring them to help them upscale as quickly as possible and helping them become competent in making sure the platform is safe..
• Resolving member queries over email communication and also ensuring adherence to LinkedIn's User Agreement and Professional Community Policies.
• Collaborate to build a one stop shop platform for all process related document catering to the teams needs.

Apr 2017 – Sep 2019 · 2 yrs 5 mos

• Responsibilities included keeping member information safe and ensure that the LinkedIn platform remains professional, trusted and safe.
• Investigate and enforce action to resolve issues pertaining to policy violations of the LinkedIn User Agreement to safeguard the platform.
• Investigate and take action to resolve issues related to fake accounts, fraudulent activity, phishing, spam, scam, account takeovers, identity theft, payment frauds, data scraping etc.
• Identifying and reporting fraudulent trends to the relevant stakeholders and collaborating with them to take appropriate action.
• Investigating member reports on fake and impersonation accounts. Also investigating and taking action on deceased member accounts.
• Working on Inaccurate profile claims and educating the member to keep their profiles as updated as possible.
• Educating members on our policies. Communicating effectively over emails addressing inquiries, reports and complaints.

Nov 2016 – Mar 2017 · 4 mos

• Contract based role where I was responsible for handling inaccurate profile claims which included investigating and resolving member/customer queries and disputes. This was done in close collaboration with the legal policy team to ensure legal compliance.

Oct 2015 – Oct 2016 · 1 yr · Bengaluru, Karnataka, India

• Took a break to concentrate on personal well being and also used this time to upskill myself by becoming a Base SAS certified programmer.

Mar 2012 – Sep 2015 · 3 yrs 6 mos · Bengaluru, Karnataka, India

• Joined Amazon.com as a Transaction Risk Investigator and quickly started giving inputs for process
• improvements which resulted in identifying and catching new fraud patterns.
• Role Experience:
• Identifying and catching new fraud patterns.
• Large seller escalation review.
• Fraud deep dive reviews.
• Mentored new hire batches.
• Bad debt project.
• Seller contact reduction project.
• Worked on all major high risk queues (Fraud, Block, Velocity, High Risk seller, Seller Performance, Policy violation reports) before moving to Tier-2 level and performing manual audits on accounts/cases worked by other investigators. At the same time, also providing feedback to investigators on missed actions or wrong actions on the accounts.
• Experienced in detecting new fraud patterns depending on season sales and products being sold.
• Part of the Bad Debt Reduction project which concentrated on the bottom performing sellers and how to mitigate high negative seller balance on the account.
• Also worked on a project called “Seller Contact Reduction”; where the main focus was to reduce the number of ‘to-and-fro’ emails with customers while resolving a ticket/seller issue.
• QA Auditor:
• Tier 2 QA auditor for performing manual audits on seller accounts worked by investigators. This role involved coaching the investigators by giving them feedback on their decisions on seller accounts.
• Weekly sessions with investigators on missed fraud patterns and also highlighting the correct/incorrect decisions taken by them.
• Achievements:
• Won a total of 6 zero hero awards during the peak season (November 2014-January 2015) at
• Amazon.com, out of which 4 were for consecutive weeks.
• Won the “Hawkeye” award for Q4, 2014.