Investigator Customer Experience

Veekshitha Shetty

Email ID: ************@*****.***

Contact No: +919*********

Career Objective:

Seeking a challenging job from an organization which would provide me a better platform to learn and build my career. To accomplish my responsibilities to the best of my efficiency and contribute significantly.

Work Experience:

Designation: Investigation Specialist (Transaction Risk Investigator), (7th August 2017 – Present)

I work as a Transaction Risk Investigator at AMAZON.COM and here I am responsible for the protection of customers and sellers accounts from hackers and prevent fraudulent activities on the Amazon platform. I am also responsible for determining the common pattern among the fraudsters and to generate data for automation of this process. Validate over 1700 seller accounts on a monthly basis, ensure the adherence of customers to the Amazon policies, enable a trustable & safe environment, provide better customer experience and save the company from bad debt.

Key Responsibilities:

Look into new and established seller accounts to investigate and analyse for any kind of Risk, Fraud, account takeovers and take appropriate action on completely assessing the account as per the SOPs. Hence providing trustable and safe platform, saving bad debt for the company and providing better customer experience.

Retrieving large transactional data from various Amazon ERP Applications and use data for risk analysis and problem solving.

Making sure sellers are in compliance with the amazon policies and also investigate if sellers are indulging in any fraudulent activities at amazon marketplace and take necessary actions.

To help sellers in identifying abusive and fraudulent buyers.

Ensuring that only genuine sellers carry out their selling business on Amazon platform.

Making sure all the issues of the seller, related to the account are addressed.

Bringing a balance in decision making in terms of the appeals received from the buyers as well as the sellers.

Keeping up with the weekly changes in the process, SOPs, identifying patterns going on in the marketplaces.

Creating Standard operating procedures and identifying gap in standard operating procedure.

Conducted regular Floor hurdles with team members and leadership by communicating fraud trends and sharing ideas and knowledge in a constructive and positive manner.

POC for Process update and Process Improvement.

Identified system misses and investigator misses to improve the enforcement yield by 12%.

Responsible for head count management of the team for every week to ensure no miss in SLA.

Took ownership in publishing resolves reports which helped to track individuals and team's performance on hourly basis resulting in higher number of investigations per hour and brought a fair sense of competitiveness within the team.

Took responsibility of team’s hygiene metrics where in a weekly report was published which contains information about team's schedule and breaks and highlighted any discrepancies in a detailed manner with a detailed callout which resulted in overall improvement of team's schedule

Huddle Masters:

oResponsible for planning various Process Improvement events by preparing and publishing calendars.

oResponsible for conducting weekly audits for investigator and share feedbacks and areas of improvements.

oConducted audits for cases for baselining of quality metrics for seller performance team.

oConducted multiple events like Huddles, PKT’s, Calibrations and Quiz.

Trainings:

oConducted a refresher session for a batch of 30 on all the process updates, newsflashes received on multiple violation on weekly basis.

oTrained and Mentored 8 batches of new hires from 2020 - 2022.

Process Improvement :

oCreated flow chart for investigation on multiple SOP.

oConnected with GPO’s and highlighted the major concerns or grey areas in the process which affects the investigations and also proposed solutions.

oAudits and Deep dive performed on multiple cases which were tagged as Investigator defect and provided feedback on one to one and one to many basis.

oMultiple refresher sessions were conducted to minimize the process gaps identified in audits and to bring down the defect rate.

Skills:

Time Management

Attention to Detail

Leadership

Decision Making

People Skills

Problem Solving Abilities

Quality audits

Good knowledge on reporting

Fraud and Abuse prevention

SQL

Achievements/Awards:

Employee of the Month – Received this award 3 times in the year 2021 and twice in 2022.

Zero Hero Award – This award was given for having 100% quality and zero defects.

Spot Awards – This award was given for consistently meeting targets.

Educational Qualifications:

B.E (CSE) from Canara Engineering College, Mangalore. Affiliated to Visvesvaraya Technological University, Belagavi in 2017 with 70.04%.

PUC from Sharada Pre University College, Mangalore. Affiliated to Karnataka Board of Pre-University Education in 2013 (87%).

SSLC from Sri Ramakrishna School, Mangalore. Affiliated to Karnataka Secondary Education Board in 2011 (88.64%).

Personal Profile:

Name

: Veekshitha Shetty

Date of Birth

: 11-02-1995

Address

:Brahmari’ Flat no 204, Vishwas Green View, Nekkaremar,

Gorigudda, Mangalore-575002

Contact this candidate