KESAVI AKULA

Investigation Associate – Operations (TSE Operations & A-to-Z Claims)

Detail-oriented and analytical operations professional with 1 year of experience specializing in TSE Operations and A-to-Z Claims investigations within a high-volume, fast-paced e-commerce environment. Skilled in end-to-end case handling, fraud detection, claims resolution, and risk mitigation to ensure compliance and customer trust. Proven ability to streamline workflows, handle large-scale case volumes, and deliver data-driven insights to improve operational efficiency and accuracy.

• Investigated and resolved 500–600 A-to-Z claims and disputes weekly, maintaining 98% accuracy and compliance.
• Reduced claims backlog by 35% within six months by optimizing investigation procedures.
• Partnered with cross-functional teams to resolve escalated and high-risk disputes, achieving an 87% favorable resolution rate.
• Contributed to fraud detection by identifying and flagging potential fraudulent claims worth over $250K annually, safeguarding financial assets.
• Improved case resolution timelines by 20%, enhancing overall operations speed and efficiency.
• Delivered actionable insights that reduced operational errors by 15% and strengthened customer experience.
• Fraud Investigation & Risk Management
• A-to-Z Claims Handling & Dispute Resolution
• TSE Operations Management
• High-Volume Case Management (500+ weekly)
• Compliance & Policy Adherence
• Process Optimization & Root Cause Analysis
• Data-Driven Decision Making
• Cross-Functional Collaboration
• Customer-Centric Problem Solving

• Company Overview: Amazon is a global e-commerce and technology leader, committed to delivering outstanding customer experiences through innovation and operational excellence.
• Served as the first point of contact for customers, resolving issues and inquiries with efficiency and empathy. Demonstrated a deep understanding of Amazon's systems and policies to ensure timely, accurate support across orders, deliveries, and account management.
• Delivered prompt and professional support via phone, chat, and email to resolve customer concerns.
• Assisted with order tracking, account troubleshooting, refunds, and product inquiries.
• Maintained a high standard of customer satisfaction by de-escalating issues and ensuring a positive resolution.
• Achieved performance metrics including customer satisfaction (CSAT), quality assurance, and average handle time (AHT).
• Documented interactions clearly and accurately to support case tracking and knowledge sharing.
• Amazon is a global e-commerce and technology leader, committed to delivering outstanding customer experiences through innovation and operational excellence.

• Company Overview: Amazon is a pioneer in smart home technology and digital services, offering a broad portfolio of devices including Echo, Fire TV, and Kindle.
• Provided expert technical support for Amazon's digital products and services, including Echo, Alexa, and Fire devices. Troubleshot hardware, software, and connectivity issues to ensure optimal customer experience.
• Guided customers through technical issues with Amazon devices via chat, phone, and email.
• Educated customers on device features, best practices, and new updates.
• Collaborated with technical teams to report bugs and customer feedback for continuous improvement.
• Consistently met or exceeded targets for resolution rate, CSAT, and technical accuracy.
• Amazon is a pioneer in smart home technology and digital services, offering a broad portfolio of devices including Echo, Fire TV, and Kindle.
• Key Skills: Technical Support, Troubleshooting, IoT Devices, Customer Education, Problem Solving, Device Configuration, Alexa Ecosystem, Smart Home Technology.

• Supported the company's growth by identifying new market opportunities, managing client relationships, and executing strategic initiatives to drive revenue and expand customer base.
• Conducted market research and competitor analysis to identify growth areas, which directly informed targeting strategies for new regions and verticals.
• Maintained client relationships post-sale, ensuring 90% client retention rate through regular follow-ups and personalized service.
• Collaborated cross-functionally with marketing and product teams to align go-to-market strategies and improve lead-to-close conversion.
• Delivered weekly performance reports and pipeline forecasts to senior management, supporting data-driven decision-making.