Sunil Kumar Email & Phone Number

Bengaluru, KA, IN

Bengaluru, Karnataka, India

• Handling various roles including Quality Auditing and Dispute Management to ensure high-quality standards and zero errors in reports.
• Possess extensive working knowledge of multiple processes within the organization, utilizing Salesforce for efficient management and processing.
• Proficient in handling diverse screening services, including Verifications, Criminal Background Checks, Financial Screening, Drug & Alcohol Testing, Education Verification, and Driving History Checks.
• Mentored and trained team members, enhancing their understanding of quality standards, process adherence, and error reduction.
• Conducted comprehensive audits of cases to ensure accuracy and compliance, resulting in improved overall team performance.
• Successfully contributed to achieving 100% customer satisfaction, driven by accurate report handling and proactive dispute resolution.

India

• Successfully led a research initiative focused on identifying and mitigating defects related to fraud chargebacks. This campaign resulted in a 19% reduction in Fraud Chargeback Defects within a span of 6 weeks.
• Developed and introduced a virtual representation of Standard Operating Procedures (SOPs) to enhance team understanding and adherence. This approach improved training efficiency and increased SOP compliance among team.
• Actively promoted adaptive learning by conducting regular huddle sessions and creating a collaborative knowledge-sharing environment. This ensured team members stayed up-to-date with work-related updates and best.

Bangalore

• As a member of the Amazon BRI team, maintained strict standards for data security and confidentiality, ensuring compliance with company protocols and industry regulations.
• Consistently met and surpassed weekly productivity and quality benchmarks for investigations, taking proactive measures to identify and reduce Amazon’s financial, legal, and reputational risks.
• Implemented a multi-channel customer appeals system (email, chatbots, support portal) within the Buyer Risk Prevention team, improving response efficiency and overall customer experience.
• Effectively prioritized and managed cases using an automated ticketing system, ensuring timely and organized case handling.
• Addressed complex cases through escalation mechanisms, achieving prompt and accurate resolutions.
• Leveraged data analytics to identify and proactively mitigate recurring issues, optimizing process workflows and resource allocation.