Amazon (Global e-commerce and cloud services firm) | Bengaluru

• Manager - Risk
  • Designed fraud prevention logic by analyzing seller behavioral data, and partnered with the Program team on rule integration, intercepting $5M worth of counterfeit inventory from entering Amazon's logistics network.
  • Enhanced seller experience and operational efficiency by reducing Contacts per Seller (CPS) by 32% within two months through contact page UI redesign and implementation of targeted spam control rules.
  • Revamped seller video verification process by streamlining supply chain and identity checks and introducing governance reviews, resulting in 38% improvement in Average Handling Time (AHT) and enhanced risk detection.
     
• Manager - Investigations
  • Spearheaded the launch of a new workstream by establishing intake workflows, training programs, and governance metrics, and managing an 18-member team across India and Costa Rica to execute strategic seller assessments and escalations.
  • Led quality management for 400+ employees at the Bangalore site, improving decision accuracy by 14% and boosting automation effectiveness by 12% through automation error analysis and collaboration with the Product team to address root causes.
  • Planned and executed the launch of Photon, an automation enhancement tool, by leading automation opportunity mapping, system accuracy validation, and change management during deployment, achieving 27% adoption in 6 weeks, surpassing the target by 2%.
  • Drove cross-skilling initiative across 8 workstreams, enabling 60% of the workforce to operate across multiple domains, boosting utilization by 7% and expanding annual operational capacity by 42,000 labor hours.
  • Prevented erroneous drop-shipper account deactivations by implementing a secondary review process and formalizing guidelines, avoiding 24 incorrect closures and preserving $1.2M in revenue.
  • Launched Nurture, an employee development program featuring hands-on projects, leadership training, and coaching, enabling career advancement for 34 employees in 2023-24, reducing promotion timelines by 21%, and improving job satisfaction scores.
     
• Workforce Analyst
  • Cleared a backlog of 24,000 customer contacts within 6 weeks by implementing contact grouping strategies based on contact attributes and customer profiles, saving $110K in overtime costs and offsetting the effort of 22 FTEs.
  • Improved service level compliance by 36% for ring-fenced workstreams through systematic triage, implementation of automated alerts in partnership with Analytics, and optimized workforce scheduling to resolve persistent breaches.
     
• Sr. Investigation Specialist
  • Developed precision quality metrics, including false positive and negative rates, in partnership with Analytics, enabling deeper analysis of decision impact on brands and sellers across Amazon.
  • Created training and ramp-up curriculum in collaboration with the L&D team, reducing ramp-up time by 30% and new hire defect contribution by 25%, and successfully used it to train externally hired managers through the "Flip Me" program.
  • Led a Kaizen project, owning root cause analysis and stakeholder coordination to implement 10 process and product improvements, reducing false positives by 21% within eight weeks.
     
• Transaction Risk Investigator
  • Trained and mentored 21 new hires on Intellectual Property (IP) notice evaluation.
  • Investigated complex escalations, conducted root cause analyses to reduce repeat issues, and supported the Business team in addressing IP law violations on the Amazon platform.

• ⁠Received Amazon’s Special Recognition Award twice - in 2019 for launching Quality Precision Metrics, and in 2023 for launching a new workstream and fostering team development.
• Awarded a Certificate of Appreciation in 2023 for supporting the launch of Photon, a key backend automation tool.

• B.Tech (Mechanical Engineering), Dr. Sudhir Chandra Sur Degree Engineering College

• Post Graduate Certificate in Foundations of Data Science, International Institute of Information Technology Bangalore (via UpGrad)
• ⁠Lean Six Sigma Certification – Green Belt, KPMG

• ⁠Selected as member of IIMA ProdMan club
• Contributed to the 2023 Managers’ Summit by preparing the annual performance report and facilitating discussions on the strategic roadmap for Amazon’s Trustworthy Shopping Experience function.