Anshu Kumar
Hyderabad
Summary
Experienced program manager with a proven track record of delivering successful projects and programs in the payment and e-commerce sectors. Skilled in leading cross-functional teams and implementing Agile methodologies to achieve project goals. Utilizes metrics and process improvements to reduce service level agreements and improve customer satisfaction. Adept at working across time zones and within matrixed organizations. Strong communication and presentation skills with a talent for persuasion. Passionate about leveraging technology to solve business challenges and enhance the customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Program Manager (A)
Amazon Development Center
04.2023 - Current
- Streamlined 2SV Process:
- Developed and implemented a Two-Step Verification (2SV) intake process for seller accounts, significantly reducing resolution time from 7 days to just 24 hours.
- Enhanced Sensitive Document Handling:
- Initiated critical changes in handling sensitive documents, leading to a remarkable 97% improvement. Instances of not deleting sensitive documents decreased from 33% to 0.88% post-implementation.
- Guided Workflow and SOP Enhancement:
- Managed and improved guided workflows for order velocity, effectively reducing instances of escalation and updating Standard Operating Procedures (SOP) for better efficiency.
- Alternative Payment Verification Method:
- Identified and resolved a customer ingress point by introducing an alternative payment verification method using "CC image + ID proof." This resulted in a 94 basis points (bps) improvement in First Contact Resolution (FCR).
- New Product Launch and Automation:
- Played a pivotal role in supporting the launch of a new product aimed at enhancing customer experience through reason code dropdown automation.
- Successfully led the launch and management of a pilot batch of 39 investigators, implementing automated reason dropdown codes and reducing investigator handling time from 30 seconds to just 5 seconds.
- Resulted in a significant +48 bps improvement in "3 or less contact reinstate."
Sr. Investigation Specialist
Amazon Development Center
10.2016 - 03.2023
- Worked in dual role as Subject Matter Expert and Quality Auditor of the Team
- Process Improvement: Worked on projects to design/improve tools or processes and
provided recommendations for management to enhance efficiency. - Compliance and Performance: Ensured compliance with procedures and SLAs while achieving quality and performance metrics, meeting or exceeding all Level 4 goals.
- Team Leadership: Provided an ethical, empowered & eager learning environment that encouraged and fostered personal growth of the team members; developed a team of calibre investigators, with hands-on results orientation, coupled with a drive to efficiently deliver
- Audited and reported out week on week progress of the team’s performance and provided constructive feedback for all the quality metrics
- Collaborative Approach: Worked in close relation with cross-functional teams to identify, lead and execute project and initiative; also coordinated with other teams on the front of process improvement
Investigation Analyst
Amazon Development Center
05.2015 - 10.2016
- Investigated suspicious activities and behaviors that could pose a risk to Amazon or our customers in global markets.
- Ensured high quality decision by applying CTPS standard operational procedures and identifying known fraud patterns, discovering new modus operandi trends and taking actions to minimize risks.
- Applied pragmatic overview in conducting time & motion studies and data analysis to baseline the quantity goals for non-language Investigators
- Skilfully identified and reported 180 fraud patterns, thus saving $6 Million for the business
German Language Analyst
Oracle India
06.2013 - 04.2015
- Translated, interpreted and transcribed information in english from german.
- Efficiently & effectively analyzed and generated reports on license inventory for clients registered with Oracle
Education
Bachelor of Arts - German
The English And Foreign Languages University, Hyde
Hyderabad2013
Skills
- Team Leadership
- Strategic Direction
- Program /Project Management
- Stakeholder Management
- Root Cause Analysis
- Risk Management
- Project Planning
- Document Writing
- Customer Experience
- Data analysis
Certification
Six Sigma Green Belt Certified (SSGBC) from Exemplar Global
Languages
English
Hindi
German
Timeline
Program Manager (A)
Amazon Development Center
04.2023 - Current
Sr. Investigation Specialist
Amazon Development Center
10.2016 - 03.2023
Investigation Analyst
Amazon Development Center
05.2015 - 10.2016
German Language Analyst
Oracle India
06.2013 - 04.2015
Bachelor of Arts - German
The English And Foreign Languages University, Hyde
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