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Work Background
AmazonRisk Specialist I
Jun. 2021 - Aug. 2023Hyderabad, Telangana, India• Successfully led projects across people, processes, and tools, ensuring multi-functional representation and improvements from concept to implementation.
• Spearheaded detection improvements, enhancing automated decisioning on compromised accounts and reducing false positives. • Managed Escalation Reviews, compiling data and complete any necessary Root Cause Analysis and effectively implement preventive measures.
• Driven an increase in efficiency within the Global Escalation Management process through the implementation of new protocols, dashboards and process improvement ideas.
• Communicated professionally with both internal and external stakeholders while also streamlining information gathering processes, reducing resolution time.
• Owning out of SOP scenarios and making judgement calls on comprehensive scenarios by collaborating with Program teams to formulate and deliver executive write ups challenged by a deadline.
• Effective management and resolution of high priority and visibility requests, maintaining high customer satisfaction levels.
• Effectively handled cross functional escalations and communication with team members, partner teams and stakeholders to provide an optimal resolution.
• Provided direction to the account management team resulting in an increase in productivity, adherence to SLAs, reduction in resolution time through effective problem-solving techniques.
AmazonSenior Analyst
May. 2020 - Jun. 2021Hyderabad, Telangana, India• Managed two Audit mechanisms that were initiated to help perfect and improve the ML Models/SQL Based Queries. Managing end to end, collaborating with Data Scientists, Business Analysts, Product Managers and Operations, suggesting and making necessary changes to the SOPs.
• Managed a team of 8 Risk Investigators, On-boarding the investigators into the Escalation process, training and orientation, delegating work, extensive quality checks, identifying defect patterns, feedbacks and improvement discussions, delivering root cause analysis on time, acting as a communication bridge between stakeholders and the end auditors, managing stakeholders.
• Re-engineered workflows within the operations team producing high quality analysis and driving rapid resolution of emerging issues.
• Supervised critical escalations, ensuring executive awareness of Sev 1 incidents, maintaining visibility and provide crucial updates, coordinating resources until resolution.
• Conducted training sessions to improve the quality and efficiency of casework, providing constructive feedback to team members to enhance overall performance.
• Successfully formulated solutions and implemented automated enforcements based on emerging trends, resulting in an improvement in detection accuracy.
AmazonAnalyst
Nov. 2018 - May. 2020Hyderabad, Telangana, India• Managed incoming operational volumes across nine queues, focusing on fraud prevention and analysis, including, reported client abuse, proactive fraud detection, client appeals, customer abuse, customer appeals, fraud related escalations, automated fraud enforcements, repeat contact management, stakeholder management.
• Managed complex cases with a detailed-oriented approach, driving resolutions that aligned with company policies and regulatory standards.
• Utilized company investigation systems to manage significant caseloads, ensuring thorough case preparation and adherence to documented procedures for Escalations.
• Conducted root cause analysis to identify process gaps and recommend control enhancements by partnering with cross-functional teams.
• Developed process improvement initiatives that reduced recurring compromise scenarios by recommending automated solutions.
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