Akanksha Chaturvedi

Managing a team of 50 agents in the US&C Risk team that handles fraud risk cases for users. Driving individual and team performance, creating and managing KPIs, monitoring agent performance and growth through feedback and SMART action plans. Cross-functional collaboration with QA, workflow, HR, BPO and other teams to maintain performance standards. Handling hiring with a focus on diversity and inclusion. Engaging the team through activities and events for a cohesive work environment. Analysing team productivity and quality metrics KPIs for and driving improvement. Executing end-to-end projects and initiatives to improve customer satisfaction(CSAT) and customer experience.

Supporting customers with Google My Business (GMB) profiles, ensuring accurate information and data. Collaborating with front-end consultants for escalated customer issues. Contributing to Deepdive projects for process improvement and policy enhancement, focusing on customer experience.

Employ advanced data analytics techniques to analyze chargeback and loss data by country, identifying fraud patterns. Develop and refine machine learning algorithms within the mastermind tool to prevent fraudulent transactions while minimizing impact on genuine users. Utilize predictive analytics for business forecasting based on available data, enhancing strategic decision-making processes.

Support driver partners in Australia and New Zealand, managing their information, payments, and addressing their feedback. Serve as a process expert and point of contact for the team, handling SLAs, workflow management, and mentoring new hires.

Analyze flagged transactions daily to mitigate fraudulent risks and ensure online transactions on Amazon are secure worldwide. Prioritize customer satisfaction by making customer-centric decisions and giving the benefit of the doubt to certain customers. Additionally, contribute to quality assurance in the PYP team, ensuring a double-check on investigator actions for an improved customer experience.