Markus Krell Email & Phone Number

Berlin, Germany

Managed operations of the language data analysis teams and processes that drive the artificial intelligence behind Amazon’s voice assistants. Ensured SLA, volume, and quality of data requirements were met for the successful launch of “Alexa” and “Echo Show” for the German, French, Italian, & Spanish marketsPartnered with machine learning teams to plan and execute new workflows and capacities in support of expanding applications of “Alexa” across new European markets and product… Show more Managed operations of the language data analysis teams and processes that drive the artificial intelligence behind Amazon’s voice assistants. Ensured SLA, volume, and quality of data requirements were met for the successful launch of “Alexa” and “Echo Show” for the German, French, Italian, & Spanish marketsPartnered with machine learning teams to plan and execute new workflows and capacities in support of expanding applications of “Alexa” across new European markets and product categoriesCoordinated international operations with leadership teams in Seattle, Cambridge, Gdansk, & Bucharest, transitioning 3 workflows to lower-cost locations, once they were established by my teamsDelivered weekly reporting, analysis, action planning, and presentation of operational KPIs to leadership in Seattle Grew the organization from 30 employees to 116 language data analysts, 2 language data workflow coordinators, 4 team managers, and 1 operations manager Show less

Berlin, Germany

Managed the capacity, performance, and day-to-day activities of 97 employees in coordination with 4 other European locationsExpanded the Berlin site’s capabilities to support 6 international markets for the ‘Know Your Customer’ merchant verification process for Amazon Payments Europe to ensure financial regulatory compliance Proposed and implemented “white glove service”, successfully prioritizing strategic seller segments through the mandatory compliance process ahead of the… Show more Managed the capacity, performance, and day-to-day activities of 97 employees in coordination with 4 other European locationsExpanded the Berlin site’s capabilities to support 6 international markets for the ‘Know Your Customer’ merchant verification process for Amazon Payments Europe to ensure financial regulatory compliance Proposed and implemented “white glove service”, successfully prioritizing strategic seller segments through the mandatory compliance process ahead of the regulatory deadlinePerformed weekly analysis, reporting, action planning and presentation of operational KPIs for 6 markets Project managed the complete transition of the Berlin site’s activities to Amazon’s Prague office Show less

Regensburg, Bavaria, Germany

Responsible for the results of 157 employees across two locations, handling buyer, merchant, and regulatory compliance risk processes, claims, and seller contacts, supporting 8 markets in Europe and AsiaProposed, planned, and executed the launch of a new service center in Berlin and scaled the headcount to 97 employees over 2 yearsGrew the headcount in Regensburg from 20 to 60, significantly developing the level of specialized workflows performed at the site, while providing… Show more Responsible for the results of 157 employees across two locations, handling buyer, merchant, and regulatory compliance risk processes, claims, and seller contacts, supporting 8 markets in Europe and AsiaProposed, planned, and executed the launch of a new service center in Berlin and scaled the headcount to 97 employees over 2 yearsGrew the headcount in Regensburg from 20 to 60, significantly developing the level of specialized workflows performed at the site, while providing recruitment, training, quality assurance, and ongoing support to other sites in Europe, Asia, and the Americas. Owned and transformed the relationship with Regensburg works council through ongoing negotiations and partnering with human resources, employment relations, public relations, and legal departmentsPresented the work of my department at the annual Amazon Marketplace Seller Conference in 2012 and represented the department in 2012 and 2013 in one-to-one meetings with Amazon’s top tier sellers Show less

Slough, England, United Kingdom

Owned operational readiness for buyer risk, merchant risk, and claims processes for launch of Amazon's Italian and Spanish websites, mapping workflows, and working closely with analytical and engineering teams to optimize risk management triggers and with business stakeholders to address problem areasDefined requirements for country-level risk management KPI deck and worked with data analysts on implementation for weekly global reviewsProject managed department restructuring –… Show more Owned operational readiness for buyer risk, merchant risk, and claims processes for launch of Amazon's Italian and Spanish websites, mapping workflows, and working closely with analytical and engineering teams to optimize risk management triggers and with business stakeholders to address problem areasDefined requirements for country-level risk management KPI deck and worked with data analysts on implementation for weekly global reviewsProject managed department restructuring – defined and delineated roles and responsibilities of merchant risk and regulatory compliance functions, established dedicated teams, workflows, goals, & KPIs Show less

Welwyn Garden City, England, United Kingdom

Liaison at Tesco’s head office between Scotland-based fraud operations, Bangalore-based fraud analytics, and third party vendors that provided fraud toolsDefined, mapped, and validated business processes and requirements for buyer & seller risk aspects of Tesco’s program to re-platform its websites and enable third-party salesProvided risk management business requirements to vendors and worked with them on delivery of functionality, data, and reportingManaged all aspects… Show more Liaison at Tesco’s head office between Scotland-based fraud operations, Bangalore-based fraud analytics, and third party vendors that provided fraud toolsDefined, mapped, and validated business processes and requirements for buyer & seller risk aspects of Tesco’s program to re-platform its websites and enable third-party salesProvided risk management business requirements to vendors and worked with them on delivery of functionality, data, and reportingManaged all aspects of operational readiness from user acceptance testing of functionality to creating staffing & training plans Documented fraud prevention principles, requirements, and best practices for international expansion Represented Tesco at Merchant Risk Council in Barcelona, Spain Show less

Blanchardstown, Ireland

Managed buyer fraud prevention and customer service center processes and teams for 18 European markets Set performance objectives for the department to achieve loss reduction, improved net promoter score (customer satisfaction), and service level agreement adherenceProject managed the re-organization of risk operations into separate buyer & seller risk departmentsPlanned and executed the implementation of new software for linking customer accounts as well as… Show more Managed buyer fraud prevention and customer service center processes and teams for 18 European markets Set performance objectives for the department to achieve loss reduction, improved net promoter score (customer satisfaction), and service level agreement adherenceProject managed the re-organization of risk operations into separate buyer & seller risk departmentsPlanned and executed the implementation of new software for linking customer accounts as well as implementation of a new case delivery system Show less

Slough, England, United Kingdom

Managed international fraud prevention processes and international staff of 60 including 7 managers in Slough, UK and Bangalore, India delivering end-to-end transaction risk management for Amazon’s North American and European websites Led planning and launch of risk management operations for Amazon Flexible Payment Service, a payment service for web developers Represented Amazon at European Merchant Risk Council and the 192 Fraud Forum

Slough, England, United Kingdom

Managed international fraud prevention processes and staff of 13 including 3 managers in Slough, UK, Bangalore, India, and Seattle, USA conducting merchant risk investigations Presented with an Amazon “Launch Award” for planning and executing the launch of transaction risk management operations in Bangalore, India, which has since grown to thousands of employeesCoordinated the implementation of new merchant risk processes, policies, communications, and user interface with… Show more Managed international fraud prevention processes and staff of 13 including 3 managers in Slough, UK, Bangalore, India, and Seattle, USA conducting merchant risk investigations Presented with an Amazon “Launch Award” for planning and executing the launch of transaction risk management operations in Bangalore, India, which has since grown to thousands of employeesCoordinated the implementation of new merchant risk processes, policies, communications, and user interface with analytic, engineering, legal, sales, and customer services teams Show less