DIGANTA CHOUDHURY
Bengaluru
Summary
I specialize in collaboratively working with crossfunctional teams within the operations organization to empower agents in taking appropriate actions for enhancing customer experience and driving key business metrics. My proficiency lies in leveraging my process knowledge and expertise in various tools to optimize operational efficiency.
Overview
7
7
years of professional experience
Work History
Risk Specialist
Amazon
06.2023 - Current
- Analyzed fraud patterns through the use of SQL, aiding Amazon in mitigating financial losses
- Executed SQL queries to identify complex fraud patterns, resulting in substantial cost savings for Amazon.
- Raised a new MO pattern with a different payment method, resulting in the closure of 530 accounts and $100K saved.
- Collaborated with stakeholders in developing plans for mitigating identified risks.
Senior Escalation Specialist
Amazon
05.2022 - 06.2023
- Resolved 98% of escalated customer issues within a turnaround time of 3 hours, exceeding the departmental target of 95%
- Implemented a new training program for new team members, resulting in a 20% improvement in their customer issue resolution efficiency.
- Conducted in-depth analysis of common escalations and provided recommendations to the management, leading to a 15% reduction in overall escalations within 6 months.
Senior Advisor and mentor for investigator
Amazon
06.2021 - 05.2022
- Mentored and advised investigative team, resulting in a 25% improvement in case closure rates
- Developed and implemented training programs resulting in a 20% increase in efficiency and productivity
- Provided expert guidance on complex cases, leading to a 30% decrease in average resolution time
Senior Transaction Risk Investigator
Amazon
10.2020 - 06.2021
- Implemented advanced risk assessment strategies, resulting in a 15% reduction in fraudulent transactions
- Conducted thorough investigations on high-risk accounts, leading to the identification and prevention of $100,000 in potential fraud
- Collaborated with cross-functional teams to streamline the risk investigation process, improving efficiency by 20%
Transaction Risk Investigator
Amazon
08.2017 - 10.2020
- Company Overview: We work day and day out to make Amazon the safest place to make transaction
- We work day and day out to make Amazon the safest place to make transaction
Education
B.Tech/B.E. - Computers -
West Bengal University of Technology (WBUT)
01.2017
Skills
- Customer Service
- Leadership
- SQL
- SQL PLSQL
- Audit Support
- Microsoft Excel
Accomplishments
- Best performer for the month of March in Risk MIning
- Best performer for Q1 and Q3 in Customer Experience team while working as a Senior Escalation Specialist
- Won award for Dynamic Advisor in the Q2 of 2022
- Quality Specialist award for Q2 in 2020
- Best performer award for mentoring 12 teams
- 7 Spot award as an investigator
Timeline
Risk Specialist
Amazon
06.2023 - Current
Senior Escalation Specialist
Amazon
05.2022 - 06.2023
Senior Advisor and mentor for investigator
Amazon
06.2021 - 05.2022
Senior Transaction Risk Investigator
Amazon
10.2020 - 06.2021
Transaction Risk Investigator
Amazon
08.2017 - 10.2020
B.Tech/B.E. - Computers -
West Bengal University of Technology (WBUT)
Similar Profiles
Jessica MaciasJessica Macias
Area Manager at AmazonArea Manager at Amazon
Deepak P LDeepak P L
Quality Assurance Compliance Specialist at AmazonQuality Assurance Compliance Specialist at Amazon
Kymarha DorsainvilKymarha Dorsainvil
Warehouse Worker at AmazonWarehouse Worker at Amazon
Abdulhalim LarryAbdulhalim Larry
Delivery Driver at AmazonDelivery Driver at Amazon
Hemendu JoshiHemendu Joshi
Lead Technology Manager – Creative Technology & Innovation Management at UnileverLead Technology Manager – Creative Technology & Innovation Management at Unilever