Arpan Bhattacharjee​ Email and Phone Number

->Managed a Team of 20+ associates and senior associates within the Return to Sender(RTS) Team.->Automated reconciliation process for RTS thus saving ~4.5M USD annually.->Worked with the Chargeback Team of Payment Risk Operations and designed workflow to automate write offs thus reducing ~3K Volumes Monthly.->Optimized the internal queues and removed cancelled and delivered orders for the process which aided an additional saving of ~1M USD.->Designed the workflow for the interception process within the investigation platform thus removing dependency from external tools and devices.->Garnered visibility for the process by creating internal pages for the same which can be used by any Amazonian to understand the process workflow.->Created the SIM intake mechanism and designed the escalation matrix alongside resolution SLA, which now generates ~100 additional orders on a Weekly basis with ~80% interception rate.->Launched a new metric for the process called the Missed Interception Rate(MIR) to capture the details for further improvement within the process.->Expanded the Team of 20 HCs in 2022 to 55 in 2024 by working on the backlogs and analysing capacity planning and Head count utilisation.->Onboarded AU, BR, MX, JP and ZA stores for the process in 2024.->Launched B2B and GC channels for the process.->Worked with tools Team to create the annotation mechanism for RTS to have uniformity in capturing the details for the worked tasks.->Partnered with LXD Team and created training modules for RTS.->Created internal RnR for the process.->Worked on the hiring process for RTS.->Created Scorecard for the process which aided the management to derive the Talent review for the Team.->Worked with core ideation Team of Eureka and generated 5 Ideas for the process of Payment Risk Operations.

->Acting as a back door to our core team and rectifying their incorrect actions by stopping the shipments of orders which were purchased by fraudsters, along with that providing feed back to the team resulting into bridging the knowledge gap and in turn reducing the negative customer impact.->Creating new mechanisms for the process which eases the daily work of investigators.->Modifying and creating new procedural knowledge for RTS for new marketplaces in amazon such as amazon.NL

->Familiarized the New Hires with the tool and helped them investigate the accounts with the help of it.->Kept a track of their productivity numbers and worked with them to achieve their productivity goals and simultaneously having a good decision quality.->Took sessions about the process and send their performance reports to their respective Manager.

->Investigated customer accounts with the help of internal tools and thus preventing our customers from any fraudulent activity.->Performed Audits on the defects received and changed the approach of investigations which resulted into a better decision quality.->Actively worked as a Fun SPOC and helped the team to have ta leisure time in strenuous conditions.->Actively worked as a Leave SPOC and helped the team to maintain the shrinkage below the threshold.->Performed On-Site Audits to bifurcate a certain queue cause of the higher defects received and came up with a solution of reducing the productivity number per hour which will result into increased decision quality which will lessen the impact on our Customers.->Analyzed and audited a certain kind of MO and gave the solution and highlighted the grey areas that we need to work upon to reduce the amount of defects on the same.