gourav54

Collected and analyzed performance data of seller support associates to inform management decision-making. Conducted quality audits of queries handled by associates to ensure adherence to service standards. Provided timely and efficient support to Amazon Sellers and Merchants, including appropriate escalation of merchant issues related to platform listings. Enhanced merchant accessibility by troubleshooting issues, driving process improvements, developing internal documentation, and fostering a positive team environment while meeting service level agreements for phone and email escalations. Collaborated effectively with cross-functional teams, including Product Quality, Catalogue Quality, Payments, Merchant Investigations, Compliance, B2B Sales, and Risk Management, to address merchant challenges.

Conducted in-depth investigations into suspected fraudulent transactions, identifying patterns and trends to prevent future financial and inventory losses in the North America and Europe regions. Developed and implemented new fraud detection rules and models to enhance the accuracy and efficiency of fraud prevention systems. Contributed to the analysis and improvement of Standard Operating Procedures to enhance fraud prevention capabilities. Collaborated with cross-functional teams, including risk management, compliance, and customer service, to address fraud-related issues. Analyzed transaction datasets to identify emerging fraud threats and develop strategies to mitigate them. Led team meetings and process update sessions to address knowledge gaps and ensure effective operations. Served as a mentor, assuming responsibility for reporting and quality auditing tasks within the team and on the department level.

Managed the settlement process for new lending and discharge requests, ensuring meticulous adherence to all requirements and conditions. Created and maintained loan accounts while demonstrating expertise in identifying and mitigating unsecured lending risks. Served as a short-term assistant production lead during peak business periods, demonstrating leadership and organizational skills. Actively contributed to the Risk Management Team, assessing monetary, information, and reputation risks and implementing effective mitigation measures through Root Cause Analysis (RCA) and 5-Why techniques.