May 2025 – Present · 1 yr 1 mo · Bangalore Urban, Karnataka, India · Remote

Jan 2025 – Jul 2025 · 6 mos

Sep 2024 – Present · 1 yr 9 mos

• Managing customer engagement program at Payment Risk, Amazon, focusing on reducing repeat contacts for faster customer contact resolutions.
• Implementing automation strategies to streamline processes and improve customer satisfaction.

Mar 2024 – Sep 2024 · 6 mos

• Exact impact rounded off to maintain confidentiality
• Owned and executed the Gift Cards Fraud Prevention roadmap, achieving a 400bps YoY automation improvement while maintaining bad debt <1% and a False Positive Rate under 5%.
• Led four ML-based projects from program side supporting Applied Scientists, integrating LLMs and Transformer models, resulting in a 20% improvement in fraud detection accuracy.
• Developed a systemic metric to track incorrect reinstates, reducing errors by 85% YoY.
• Engaged senior leadership through data-driven business reviews, aligning on strategic goals and driving operational efficiencies.

Jul 2023 – Mar 2024 · 8 mos

• Owned and managed Gift Cards Buyer Fraud Prevention program, overseeing six key performance indicators (KPIs) to maintain risk controls.
• Led cross-functional collaboration with Business, Operations, ML, Analytics, Risk Mining & Forecasting teams to define the annual fraud prevention roadmap.
• Resolved 17 C-team escalations, eliminating 25+ process gaps that negatively impacted customer experience.
• Designed and implemented onboarding plans, successfully ramping up two Program Managers and two Senior Program Managers within three months.

Sep 2022 – Jul 2023 · 10 mos

• Responsible for Gift Cards Fraud & Misuse product-program team WW except IN and JP. I work closely with Operations/ Machine Learning/ Business teams to understand the requirements and help prioritize the right projects to ensure better end experience for Amazon GC customers. My team owns analysis and risk identification, mitigation and future-proofing of Gift Cards (Amazon and Branded) with scalable solutions. I also am responsible to define Gift Cards product goals, track performance across manual and systemic actions and close feedback to reduce loss for Amazon and prevent fraud for our customers.

Aug 2021 – Sep 2022 · 1 yr 1 mo

• To set the vision, direction, and culture of my team by managing individual and team performance, expectations and goals, providing individual coaching/feedback sessions and weekly one-on-ones that focus on making our platforms safer to transact, improving customer satisfaction, monitoring real time service level agreements and schedule adherence, and serving as a leader and point of contact for escalated contact resolution in a supervisory nature.
• In addition to being responsible for achieving and exceeding team’s defined metrics through sustainable change or process improvement, I participate in strategic planning, project road mapping and team building activities.
• I work to Identify trends in team performance and recommends & to implement change to constantly raise the performance levels in the team.
• Have participated in projects that involve one (or more) team/s within the organization and that address any issues outside the normal areas of responsibility or expertise required by their process.

Apr 2020 – Aug 2021 · 1 yr 4 mos

• Responsibilities
• · Investigate suspicious activities and behaviors that could pose a risk to Amazon or customers in global
• markets
• · Ensure high quality decision by applying standard operational procedures
• · Identify known fraud patterns, discover new modus operandi trends and take actions to minimize risks
• · Use a wide range of internet and in-house tools to research transactions and gather data to make
• accurate decisions
• · Take appropriate actions to identify and help minimize Amazon’s financial, legal and reputational risk
• · Maintain high levels of confidentiality and data security standards
• · Achieve weekly productivity and quality standards for investigations
• · Communicate via email and telephone with external and internal customers and financial institutions
• to make informed decisions about risk

May 2017 – Apr 2020 · 2 yrs 11 mos