Work experience

• Investigation Specialist

  AMAZON INDIA

  2023.05-2024.04

  (a year)

  Resolved 500+ complex seller appeals with a 20% improvement in risk detection accuracy through detailed case analysis and policy enforcement Monitored and audited high-risk accounts, implemented fraud prevention protocols, and maintained real-time risk dashboards to ensure compliance. Analysed investigation trends across 5 major product categories using Panorama, contributing to strategic risk insights and operational decisions. Streamlined the appeal resolution workflow, reducing turnaround time by 15% through targeted process optimisation and stakeholder coordination.
• HR Assistant

  AMAZON INDIA

  2022.05-2023.02

  (10 months)

  Processed 300+ payroll and attendance queries using Panorama and internal HRIS tools, ensuring timely and accurate resolutions. Executed 150+ timecard corrections and shift updates, directly supporting payroll accuracy and compliance with company policy. Maintained employee leave balances and assisted in roster planning to support workforce scheduling and operations. Conducted onboarding sessions and trained new employees on HR portal usage, attendance policies, and system navigation.
• Customer Service Associate

  AMAZON INDIA

  2017.05-2021.10

  (4 years)

  Customer-obsessed and performance-driven professional with 15+ years of success in delivering exceptional service across chat, email, and social media channels for global brands like Amazon. Known for resolving complex issues with speed, empathy, and precision—while consistently exceeding KPIs in high-pressure, high-volume environments. Resolved 50+ customer interactions daily with a strong focus on first-contact resolution, earning top satisfaction scores and maintaining 100% SLA compliance. Acted as a critical link between customers and logistics teams, ensuring prioritised deliveries, accurate updates, and seamless issue resolution. Investigated order-related complaints, processed refunds and replacements, and maintained continuous communication until full resolution. Flagged and escalated fraudulent activity to the risk team, contributing to proactive loss prevention and customer trust. Handpicked as Subject Matter Expert (SME) for a newly formed team of 14, driving quality, training, and process excellence from day one. Monitored Facebook and Twitter channels for customer concerns, escalated priority issues, and safeguarded brand reputation through timely, human responses. Core Competencies •First-contact resolution | Conflict de-escalation | Digital channel support •Fraud detection | Escalation handling | SLA/KPI compliance •Team mentoring | Cross-functional collaboration | Customer loyalty retention •Data confidentiality | High typing speed and accuracy | Process improvement
• Customer Service Associate

  HORYAL INVESTMENTS

  2016.01-2016.09

  (9 months)

  Managed payroll processing for over 200 employees by utilising biometric attendance systems to ensure accurate time tracking and payroll accuracy. Prepared, analysed, and distributed monthly Management Information System (MIS) reports to HR and finance departments. Coordinated vendor payments and validated stock receipts using ERP software to maintain accurate financial and inventory records. Supported logistics operations, maintained office inventory, and performed administrative filing to enhance office efficiency.
• Travel Advisor

  JSST TECHNOLOGIES

  2015.03-2015.09

  (7 months)

  Successfully booked and managed 100+ complex international travel packages for UK clients, consistently delivering exceptional service and personalised experiences. Proactively resolved booking issues and escalations with efficiency, driving a 15% increase in customer retention and enhancing client satisfaction. Expertly coordinated hotel and itinerary confirmations across multiple time zones, ensuring flawless travel logistics and on-time arrangements.
• Team Leader

  Matrix Business Services

  2009.04-2014.08

  (5 years)

  Led a team of 5 to process 5,000+ employee verifications for clients like TCS, Genpact, and NTTDATA, exceeding SLA targets. Conducted background checks and ensured compliance through close coordination with client HR teams. Optimised recruitment workflows by managing interview scheduling, document verification, and personnel records. Delivered daily MIS reports and tracked KPIs, maintaining 99.9% data accuracy and improving operational efficiency.
• Data Entry Operator (BPO/HR Projects)

  Matrix Business Services.

  2009.04-2009.11

  (8 months)

  042009 – 11/2009 Expertly entered, validated, and archived thousands of employee verification records, maintaining exceptional data integrity and efficiency. Consistently achieved accuracy levels above 99.8% while adhering to stringent SLA deadlines, demonstrating unwavering commitment to quality. Proactively engaged with clients to identify and resolve missing documents and data discrepancies, significantly improving verification turnaround and client satisfaction.

Educational experience

• Osmania University

  Computer Applications

  2005.01-2008.01

  (3 years)

Certificates