• Managing 3 different Vendor Partners across 2 line of businesses (LOB) within the Ads space- Moderation & Relevance• Responsible in working closely with Vendor Training Managers in planning onboarding & training ofnew agents• Also responsible in managing New Hire Performance of agents across LOBs• In Q1 2024, was part of Moderation business launch for our outsourcing partners.• Worked closely with all stakeholders in onboarding and training 250+ agents in Jan & Feb 2024• This involved planning with multiple teams such as Instructional Design (ID) in creating content,Workflow Management (WFM) in scheduling & rostering and Quality Analysis (QA) team in finalizingmetrices• In Q4 2023, was part of onboarding a new Vendor partner within Amazon Ads. Involved launching of 2new sites- Gurgaon (India) & Szczecin (Poland) to setup Ads business• Currently, 3 Training Managers & 11 trainers from the Vendor side report indirectly to meInstructional Design (Content Development/Creation)• Certified in Learning Management System (LMS) Articulate Storyline 360 software.• Developed multiple standalone end to end process E-Learnings complete with Assessments targetingNew Hires and defect areas.• Creation of Training Need Analysis (TNA), Designing and Publishing of E-learnings targeting adultlearners

Managed a span of 7 trainers within the Payment Risk business• Responsible for managing and planning all training requests and achieving optimum trainer utilization.• Partnering with the WFM and Capacity planning teams to strategize on hiring and forecasting forfuture trainings.• Worked with Learning Experience and Design team to plan and work on executing new curriculumcontent creation• Partnering with the operations team to drive Defect Reduction Campaigns to improve New Hire andTenured performance

•Delivery of Training for New Hires and Tenured employees within the Fraud Risk space•Represented and led the Amazon Training Team for our outsourcing client Accenture. Helped them streamline the entire Training Delivery process, put mechanisms in place, developed a score card mechanism for all Accenture Trainers and developed standard practices.•Led the Training Delivery team in global metric improvement projects.Outsource (OS) Partnership (Accenture)Q3 2019- Q3 2020• Worked with Accenture (our Outsource partner) as the Training Delivery (TD) program owner• Worked on training forecasting and trainer utilization with Vendor leadership.• Worked on developing and rolling out a Trainer Scorecard to measure and track Vendor trainerperformance• Launched a calibration exercise partnering Amazon and OS support teams to ensure proper processadherence across teams.• Post the Covid-19 lockdown in Mar 2020, worked closely with Amazon and Vendor WFM, Ops andTraining teams to work on a site reopening plan. Worked on a schedule to bring back agents in astrategic way and have them take up a refresher session to bridge any gaps prior to going back toproduction to ensure minimal negative customer impact.

• Promoted to Sr. Investigation Specialist in 18 months(minimum bar)• Working on an Internal cybersecurity tool, which indexes data of real time transactions. • Responsible for evaluation, filtration and suppression of the constant online criminal activity • Cross trained on multiples queues.• Have mentored multiple New Hire batches for 8 weeks each teaching them the complete process from scratch• Responsible in monitoring SLA of all relevant queues and maintaining required headcount in all queues • Responsible for adhering to the TAT of all relevant tasks/queues• Follow up with banks/customer in all fraud related scenarios till its logical end

Transaction Risk Investigator at Amazon