Over 7 years of experience in E-commerce industry, with a strong background in Risk, fraud management and CS chat, voice and e-mail support. Excellent interpersonal skills and the ability to communicate effectively.•Proposed operational changes on how the online customer support team handles the customer’s refund request, which resulted in increased volume for offline (back-end) team due to incorrect routing. Proposed suggestions were approved by the stakeholders and appropriate changes… Show more Over 7 years of experience in E-commerce industry, with a strong background in Risk, fraud management and CS chat, voice and e-mail support. Excellent interpersonal skills and the ability to communicate effectively.•Proposed operational changes on how the online customer support team handles the customer’s refund request, which resulted in increased volume for offline (back-end) team due to incorrect routing. Proposed suggestions were approved by the stakeholders and appropriate changes were made to the online team’s SOP resulting in 16% reduction in volume for refund related cases for the offline team.•Handling a team of 7 associates and responsible for their performance. Training the team on new/updated process and conduct daily/weekly huddles•Publishing daily/weekly production and quality reports.•Dealing with shrinkage and assist with preparing staffing schedule based on forecast.•Provide additional support to the bottom performers of the MSO team and help improve their performance by designing progressive goal plan and deliver feedback.•Handling all requests related to the process & assist the team in resolving their queries on various request types.•Handling escalation calls, miscellaneous requests related to the process & assist the team in resolving their queries on various request types.•Prepare and review the process based SOPs & ensure adherence to operational procedures to complete task in an accurate and timely manner. Show less

•Eliminating various unwarranted concessions being credited, resulting in quick action against abusers and reduction of losses.•Coordinating with teams from different processes (Charge backs and BRI team) to bridge the process gap and reduce time gap, resulting in quick and swift action being taken on suspicious accounts.•Played an instrumental role in overhauling and revamping the cluster tool completely. This helped the investigators to carry out all the action using 1 single tool… Show more •Eliminating various unwarranted concessions being credited, resulting in quick action against abusers and reduction of losses.•Coordinating with teams from different processes (Charge backs and BRI team) to bridge the process gap and reduce time gap, resulting in quick and swift action being taken on suspicious accounts.•Played an instrumental role in overhauling and revamping the cluster tool completely. This helped the investigators to carry out all the action using 1 single tool, and improve the decision accuracy and save over 3.4 minutes per task.•Identified a new MO which the customers were using to get multiple concessions without having to contact Amazon CS. Fixed the loophole and resulted in savings of over $1.25 Million till date and over 10,000 accounts being closed•Trouble Tickets: Work on accounts referred by business team/FC/CS/ECR etc.•Handling Escalations: Handle customer escalations who write to Jeff Bezos (CEO) regarding the warning/closure of an account or other account related issues.•Queue allocation as per the SL’s and volumes, without missing out on the SLA.•Weekly Team Huddles: Taking weekly huddles for the shift and provide them with the process updates/changes. Show less