At Amazon’s Customer Trust & Partner Support (CTPS), I manage remote teams of Investigators and Senior Investigators across Egypt, Turkey, and Spain. We work to meet AHT, SLA, production, and Decision Quality targets across investigation queues.
I use weekly, monthly, and quarterly business reviews to analyze operational performance, and I run Kaizen events to address broken processes and SOPs. I also mentor investigators and newly hired operations managers; five team members I coached moved into higher roles.
Before becoming Operations Manager, I worked in investigation roles at Amazon, using risk analytics tools and SQL queries to assess risk and resolve account anomalies. I also worked in customer experience and partner operations at Talabat and Delivery Hero, and hold a Certified Fraud Examiner credential and a Lean Six Sigma Green Belt.
