PRIYANKA KOVVALI Email: ac7vj7@r.postjobfree.com

***- **** ********* ****** *****: 519-***-****

Windsor, ON N8X 4V4 www.linkedin.com/in/pkovvali

3+ years of experience in Fraud/Risk investigations, Customer Service, order processing and account management environments. Dedicated and motivated to ensure customer satisfaction with effective decision making and problem solving skills

TECHNICAL SKILLS

Typing Skills: 40 WPM, 10,000 Keystrokes per hour with 97% accuracy Data Analytics Deep Dive / Root cause analysis

Language C#, SQL

Web Technologies HTML5, CSS3

Tools: Customer Service Central, Investigator workbench, Leads, Targus Others MS Office – Word, Advanced Excel (Pivot table, Macros), Visio, Outlook, PowerPoint, Access Google Suite – Gmail, Docs, Sheets, Slides, Drive

PROFESSIONAL EXPERIENCE

Quality Analyst, Amazon.com (Earth’s most customer - centric company) (India) - (1+ year)

Conducted process adherence based audits using MS SharePoint to identify process deviations

Produced daily, weekly and monthly analyses and reports on top losses/misses and created Excel dashboards to monitor performance trends.

Drove projects on automation to reduce manual efforts and provided inputs to the relevant parties for SOP/process/tool improvements or changes (projects & kaizen) Fraud/Risk Analyst, Amazon.com (India) – (2+ years)

Identified, analyzed and resolved security breaches and protected sensitive customer information from botnet attacks, malwares and phishing attacks by applying logical decision making and analytical skills

Resolved payment and order related issues to ensure maximum customer satisfaction.

Handled 1500 investigations per week on customer’s orders worth of $1.5 million with high degree of accuracy at 99.2% indicating excellent customer experience. HONORS/AWARDS

‘Investigator of the month’ and ‘Quality Pundit’ for achieving ‘zero’ defects in investigations and elimination of online e-commerce risk (Q1 2014)

‘Outstanding Performer’ for excellent performance at an individual level (FY 2014)

‘Ownership Award’ for consistent highest number of investigations per hour (Q4 2013) EDUCATION

Jawaharlal Nehru Technological University, Hyderabad, India GPA: 3.49/4.00 Bachelor of Technology (2008- 2012) Major: Information Technology