BHATIA Suhani

• Leading a span of 40+, comprising a mix of associates, SMEs, and L4 ICs trained on different marketplaces, as floor manager monitoring 80+ HC present in the shift while keeping tabs on queue volumes and TAT.
• Responsible for SLA metric management with planned capacity, not impacting billing, along with employee satisfaction as a key factor.
• Conduct regular research and analysis for the betterment of program and better client engagement
• Resource management while working in tandem with HR to build an effective EWS, which has been essential in attrition and retention management.
• Performance review for all the team members and one-on-one closure.
• Client calibrations, preparing WBR, and MBR to conduct with stakeholders.
• Managing and supervising training needs, administering PIP and PDP, competency framework, and conducting yearly appraisals closer.
• Risk management, client management, people management, and conflict management.

Projects handled

• AHT Variability.
• Restructuring the new hire process
• Vacancy Base Promotions
• Buddy Program to provide extended support to the Quatile 4 associates
• RnR POC for PQ and TORX

• Responsible to investigate buyer and/ or seller transactions on Amazon.com for French and Italian marketplaces in order to ensure Amazon is safe for transactions for our both the customers
• Take appropriate actions respecting SOPs and keep concerned stake holders in loop regarding transactions
• Communicate complex transactional issues correctly and clearly to both internal and external customers
• Carry out audit checks for the work done by peer's group and share feedback on time
• Been prime escalation handler (high authorities' escalations) for French customers
• SME for Pilot Batch of the Safe-T Claim Investigations in FR Marketplace
• Trained on the OTC queue across the organization.

Additional responsibilities:

• Interviewed 70+ FTC/FTE Candidates for French language and Operational management.
• Led the MFN FR Claims project to identify the abusive patterns of buyers in order to prevent malicious activity on the Amazon platform.
• Responsible for creating and maintaining the process and training-related documents with updates and policy changes.
• Working closely with support functions to understand the business requirements in terms of ad-hoc working hours, and coordinating with the peer group to cover gaps.
• Been cross functional on Italian marketplace and been contributing as per business needs

• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Communicate via email with buyers, merchants, and other external and internal customers.
• Maintain Amazon's site quality by enforcing Amazon's Policy Guidelines.
• Take appropriate action based on established procedures and document those actions. When procedures are not available, follow established escalation paths to ensure resolution.
• Participate in other special projects/assignments and Partner with appropriate business teams as necessary.
• Achieve weekly productivity and quality standards for investigations.
• Experienced in the internet space and capable of succeeding in a fast-paced team environment.