ARKAPRABHA DHAR
Program Manager
Bengaluru
Summary
Program management professional with history of driving projects to successful completion. Known for fostering team collaboration and delivering results in dynamic environments. Proven expertise in risk management and resource allocation.
- Experience in people management, training, data analysis, project management and continuous improvement.
- Closely associated with vendor management teams and vendors based out of US
- Ability to build cross-functional relationships
- Identify emerging trends and achieve organizational and team KPIs
- In-depth knowledge and sound understanding of the retail industry
Overview
6
6
years of professional experience
1
1
Certification
4
4
Languages
Work History
Program Manager
Amazon
10.2022 - 09.2024
- Worked on Fraud monitoring that led to incorrect reimbursement reduction by 56% in FY'23
- Monitored and tracked project progress and identified areas for improvement, resulting in a 48% reduction in reimbursement costs to company
- Interacted with customers and clients to identify business needs and requirements
- Collaborated with engineering teams to develop and maintain technical specifications for new and existing products
- Addressed and resolved technical, financial, and operational concerns by working with cross-functional teams
Quality Advisor
Amazon
02.2022 - 09.2022
- Accurately executing auditing tasks in a timely manner to meet programmatic and operation needs
- Calibrate auditing processes between partner and captive teams Training Auditors on new skills
- Identify and articulate issues and escalate appropriately
- Core member of the DEI and Global engagement team
- Respond to associate support requests in real time and providing solutions as well as educating associates with the goal of achieving first contact resolution and a remarkable seller experience
- Have been a part of calibration with the Program and Business team to identify gaps in the process and ways to minimize any losses
- Been a part of Seller Escalation project, wherein, all seller escalations were handled by dedicated advisor team
- Conducting trainings for Advisors from EMEA and America
- Developed key performance indicators to monitor progress towards achieving quality goals.
- Streamlined documentation procedures, improving overall efficiency and accuracy within the department.
Associate Advisor
Amazon
11.2020 - 01.2022
- Created SOPs and Job Aids
- Leading calibration calls with NA and EU program team to identify gaps in process and identify ways to bridge them
- Auditing and identifying associate opportunities to improve process accuracy scores and publishing weekly reports based on the data collected
- Creating training contents and Job Aids and sharing globally across partner associates in order to improve scores and for better seller experience
- Providing insights in business reviews alongside program team to identify and resolve workflow defects
- Conducting trainings for Program Managers and Product Managers
- Part of Product testing to identify scope of improvement in the tool before it was launched
Operations Associate (Seller Support)
Amazon Supply Chain
09.2018 - 10.2020
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Improved operational efficiency by implementing new processes and streamlining existing workflows.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Collaborated with cross-functional teams to achieve project goals and meet deadlines.
- Streamlined communication channels within organization, enhancing information flow and decision-making processes.
Education
Bachelor of Engineering - Electrical and Electronics
Visvesvaraya Technological University
08.2014 - 7 2018
Skills
Project coordination
Risk analysis and management
Team leadership
Program leadership
Strategic planning
Decision-making
Stakeholder management
Stakeholder communications
Change management
Team development
Cost management
Performance monitoring
Scheduling and planning
Data collection & research
Work Planning and Prioritization
Process improvement
Interpersonal skills
Operations management
MS office applications
Quality assurance
Data analysis
Cross functional team builder
Vendor relationship management
Life cycle management
Training and development
Product development
P&L management
Financial analysis
Certification
PgMP - Program Management Professional
Hobbies
Painting; a horror/rhriller buff who loves reading and binge-watching shows/movies equally; gardening; cooking various cuisines and experimenting with food
Timeline
Program Manager
Amazon
10.2022 - 09.2024
Quality Advisor
Amazon
02.2022 - 09.2022
Associate Advisor
Amazon
11.2020 - 01.2022
Operations Associate (Seller Support)
Amazon Supply Chain
09.2018 - 10.2020
Bachelor of Engineering - Electrical and Electronics
Visvesvaraya Technological University
08.2014 - 7 2018