● 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.

● 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, improving overall team performance.● 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 members.● 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 practices..

● 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.● Monitored and reported key performance indicators to ensure continuous process improvement and goal tracking.