Manage the strategic roadmap for JioMart Customer Support team.

Managed program roadmap for improving quality of ground truth labelling platform for Alexa domain teams with yearly transactional volume of 312MM in Alexa Automatic Speech Recognition (ASR) and 2000 associates across 15 languages and 9 countries• Led weekly ADS leadership meetings to review strategic program milestones for a broad range of data labelling services for Machine Learning (ML) technologies - Automatic speech Recognition (ASR), Natural Language Understanding (NLU), Entity Resolution, Question Answering (Q&A) within Alexa• Designed and implemented quality measurement mechanism in a rapidly evolving environment, based on Inter Annotator Agreement (IAA), impacting 182M data volume for ASR and NLU Alexa domains, thus earning customer trust• Devised yearly quality goals for the organisation, laid out the path/programs to achieve the goals (VP level goal), implemented improvement initiatives across 9 sites worldwide, to meet the goal for WER reduction of 200 bps• Managed multiple customer stakeholder relationships, translating customer requirements/issues to design changes in ADS product• Identified a failure mode in existing processes, and spearheaded a quality improvement initiative for Alexa Question Answering team by devising a new quality metric, and aligning with the Operations teams to use the metric resolve associate errors• Worked closely with Data scientists to develop an ML model to pre-empt labelling errors, and setup reprocessing mechanism to improve quality bearing the cost of poor quality (COPQ)• Designed a self-directed quality improvement mechanism by partnering with Product, Tech, and Ops teams, and defined a tracking mechanism for Operations to drive compliance, thus saving 800 hours effort of managers across ADS• Led a team of 170 auditors for a site across 6 languages and managed the team performance on multiple operational metrics

Developed a Pricing Engine for Amazon Pay Savings, offering a consistent cashback to Prime customers for every purchase on Amazon and leading to increased profitability for Amazon• Worked on designing the long term Sustainable Discounts, to be offered to Amazon Pay wallet customers for every purchase• Performed the Competitive Benchmarking of Amazon wallet with other payment instruments in market and their offerings• Analysed the E-commerce Value Chain to identify additional Revenue Streams due to wallet adoption and identified One Time & Perpetual revenue streams, to be utilized for Customer Acquisition & Retention• Analysed the Cost of Load for wallet from various channels, to optimize Value Proposition for the customer and developed the Unit Economics model to look at the Contribution Profit per Amazon Pay Customer

Worked with the internal teams, to perform the AS-IS analysis of the existing processes and identify the areas where IT can improve the process efficiency.• Worked on a centralized Solution, managing cash flows among various stakeholders thus reducing monetary losses and double payments• Developed the system to validate data from all sources for data consistency and correctness• Established a process of automated Reporting Dashboard, thus saving 15 Man hours per week• Facilitated Effort Estimation & Resource Planning for the new projects & change requests

Worked on projects, providing Data Management Solutions to the client, thus helping them with the effective Business Process Management and improve the Business Performance and Efficiency.• Assisted in the development and implementation of Data Quality Platform for Chevron Pipelines using Agile Methodology• Developed an Equipment Inspection Schedule for Chevron Pipelines to boost the asset efficiency• Spearheaded the on-boarding of various Business units and entities on to the Data Quality Platform• SPOC for all the Improvements, Optimizations & Change Request activities from the offshore team

Worked on projects providing integrated business solutions, specific to Energy Trading & Risk Management for Chevron Corporation, thus helping the client leadership with their future strategy as per the current market.• Assisted in Mark to Market reports for Chevron downstream Energy Trading & Risk Management• Facilitated defect identification through Root Cause Analysis to handle product inefficiencies• Developed an application to automate the data processing and loading using the Excel Macros• Created the iterations and plan for creation, handling and successful execution of use cases scenarios• Improvement of process execution time by 80% through automation and increased efficiency