I'm leading a 130-member Risk Operations team at WNS Global Services supporting Stripe's Fraud Business. I oversee end-to-end fraud reviews, disputes, transaction-risk investigations, KPI performance, and complex escalation management.
Previously at Amazon Development Centre, I managed 150–175 FTEs across risk investigations, seller support, and vendor support for US and Canada marketplaces. I owned site metrics, led quality calibration, improved AHT and break adherence, and developed managers and future customer service leaders.
Across BPO, e-commerce, warehouse operations, and customer retention, I've built teams, strengthened client relationships, and improved service delivery. My work spans performance management, workforce planning, quality, training, reporting, and process scaling.
