At Amazon, I work on investigations and model training, tracking performance across P100 queues and analyzing defects. My analysis improved resolution rates by 5.58% within four weeks and resolution accuracy by 95% within four months.
I deployed upskilling for 200 headcounts across 22 Amazon Stores and supplementary functions to support SLA adherence under 24 hours. I also improved escalation handling and Customer Resolution Rate metrics, impacting 500K customers.
In Q3 2024, I led a global BAV Action Reduction initiative across 200+ CARE investigators. I designed and delivered training for 176 investigators, with 100% completion, and introduced weekly calibrations and targeted coaching; Transfer actions fell from 11% to 8% and Resolve actions from 46.78% to 41.32% within 12 weeks.
On the Guided Workflow Designer project, I designed and deployed a GWF Questionnaire framework via HALO. The work helped move CRR from 67% to 73% within eight weeks. My experience also includes fraud investigations, SOP implementation, and data analysis using SQL and Excel.
