Avinash Sharma

Background

About Avinash Sharma

Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. • Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilising resources provided by internal systems, departments, policies, and procedures. • Planning, People management and also making sure team is at the top of being customer centric. • Handling Back End operations, escalations and Employee issues. • Streamlining the process and planning growth cycle for employees. • Coordination with Logistics team tpo get orders delivered within SLA. • Communicating changes required on operations side on technical side to tech team. • Streamlining the process and making operations executive job easy by getting required changes through catalogue and VM teams. • Working as a workflow Analyst since March 2013 • Supporting 75+ investigators in a shift and doing Real time monitoring of workforce, checking availability of systems and assigning the same • Handling Workflow, as in to get work done in a SLA (Service Level Agreement) as per the company and also looking into capacity management • Documentation and maintaining Intraday, WTD and YTD SLA targets • Investigate and analyze suspicious merchant activity and behavior that could pose a risk to Amazon.com, our buyers, or other merchants • Communicate via email and telephone with buyers, merchants, and other external entities to make informed decisions about merchant risk • Maintain Amazon’s site quality by enforcing Amazon’s Policy Guidelines • Be Aware of and identify new fraud patterns and trends among merchant accounts. Take appropriate action to identify and minimize the risk posed by such trends • Participate in other special projects/assignments as necessary