Aastha Mahajan

Responsibilities:

Abuse Risk Investigations - Operations.

• Led operations team of over 20 members, managing KPIs for productivity, quality, and delivery.
• Implemented Six Sigma principles, reducing defects by 18% and enhancing MFN efficiency by 15%.
• Executed strategic initiatives to decrease buyer abuse by 50%, achieving $173 million in savings.
• Rolled out MMRQ investigation model to over 300 investigators across EU5 and US regions.
• Drove analytics adoption, resulting in 35% increase in cluster efficiency and 20% uplift in team performance.
• Collaborated cross-functionally to manage MMRQ and MFN programs effectively.
• Managed email operations, overseeing shrinkage metrics including capacity versus resolutions and overtime requirements for 150 investigators.

• Handled over 20 sensitive escalation cases and more than 600 inquiries for the ARI team with high accuracy and customer focus.

• Conducted in-depth investigations to identify abuse patterns across multiple global marketplaces, ensuring high accuracy and compliance.
• Provided actionable insights that contributed to the enhancement and global alignment of SOPs.
• Trained and mentored over 40 investigators on MFN processes, serving as the Subject Matter Expert (SME) to drive operational excellence.
• Partnered with Global Program Owners (GPO) and audit teams to streamline MFN workflows and successfully implement new SOP launches.

Worked on complex investigation cases across IN, EU5, and NA marketplaces in both AFN and MFN queues, consistently meeting or exceeding all key performance indicators (KPIs).