Apr 2023 – Feb 2026 · 2 yrs 10 mos

• I am currently undergoing training as an investigator to handle NOI reports and appeals, and I will
• subsequently transition to the role of QC for the same tasks.

May 2022 – Apr 2023 · 11 mos

• As the team's SME/QC, improved accuracy from 68% to 98% in 4 weeks with a workflow and guided
• workflow.
• Integrated 3 Quip mechanisms into SharePoint, increasing audit speed from 1.25 audits/hour to 2
• audits/hour, resulting in a 60% productivity boost.
• Independently analyzed 8k audits, generating 4 critical insights that improved ML accuracy (OCR) by
• 3500 bps (from 61% to 96%) and reduced seller friction by 100bps.
• Took complete ownership of OP1'23 planning, increasing the team's headcount to 50 FTE from 9 FTE to
• maintain 90% precision WW compared to the current 80% in NA& CA.
• Implemented bi-weekly flash metrics and calls to showcase invoice root causes, resulting in
• improvements in Q2 2023.
• Introduced drop-down approach to standardize OCR outputs, reducing errors from 50% to 10% (about
• 4000 bps).
• Implemented an HTML-based query to replace KIBANA search for the TSL/FSL list, resulting in a
• significant reduction of 1.8 minutes in average handling time (AHT). This efficiency improvement
• achieved a remarkable 0.65 HC saving for the team.
• Trained 12HC in Q2’22 (9 L3’s, 3 L4’s) and he also provided mentor support for the same batch for a
• period of 4 weeks.

Nov 2019 – Apr 2023 · 3 yrs 5 mos

• Successfully piloted the SRT - PAT program in ABO, taking charge of self-learning and organizing the
• entire process.
• Trained and mentored associates, implementing trackers for productivity, workforce planning, and
• disputes, and establishing an internal QC audit system, calibration calls, and Insight mechanisms.
• Achieved exceptional results, elevating team quality scores from an average of 90% to an impressive
• 99% within 30 days. Additionally, reduced AHT and increased productivity by 15%.
• Skillfully managed daily communication with stakeholders, business team, and operations team,
• ensuring a well-coordinated and efficient process execution.

Nov 2018 – Oct 2019 · 11 mos

• Reduced daily work allocation time from 3 hours to 15 minutes after joining the PC team.
• Decreased AHT (Average Handling Time) from 40 minutes to 15 minutes.
• Achieved these improvements by creating an Excel plugin with advanced VBA and developing a
• guided workflow template.
• Cleared a backlog of 1000 cases to zero within a month, resulting in significant savings in workforce
• and time.

Apr 2018 – Nov 2018 · 7 mos

• Worked in EPCR and MDCR programs, focusing on reviewing customer complaints and gaining
• insights to improve customer experience.
• Engaged in FSPS and Brand support programs, addressing vendor concerns and identifying hurdles to
• provide effective support to sellers.
• Generated insights to reduce bad customer experiences and enhance overall customer satisfaction.
• Dealt with vendor queries and ensured seamless support for sellers, promoting a positive selling
• experience.

Oct 2016 – Apr 2018 · 1 yr 6 mos

• Started my Amazon career in Merchant risk and later expanded to the buyers segment.
• Successfully vetted buyers and sellers on a daily basis.
• Conducted risk assessments to identify potential fraudulent activities.
• Took appropriate actions to prevent and mitigate risks in the Amazon workplace.

Jan 2014 – Jan 2015 · 1 yr

• Worked as an analyst to assist in cleaning up, maintaining dashboards, generating reports, preparing
• data visualizations, and using data to forecast business activity