K Sumanth
Bengaluru
Summary
Dynamic Risk Specialist with a proven track record at Amazon, leveraging investigative skills and innovative thinking to enhance operational efficiency. Spearheaded initiatives that improved first contact reinstate rates and reduced transfer rates significantly. Adept at SOP development and data reporting, consistently delivering results under pressure while fostering collaboration across teams.
Overview
6
6
years of professional experience
Work History
Risk Specialist - PRISM I
Amazon
Bengaluru
12.2023 - Current
- Resolved escalations for IN SVA Load and HFC orders in collaboration with PRISM A and ML teams.
- Facilitated onboarding of IN marketplace to PRISM I, ensuring effective calibration of investigation and MOE reporting.
- Maintained communication between teams to deliver updates on new developments.
- Trained new hires within specified timelines, enabling independent report handling.
- Conducted time and motion study to implement best practices, reducing batch pass completion time.
- Collaborated with RIE and GPO teams on manual missed orders project, creating feedback loops to reduce misses.
Sr. Investigation Specialist
Amazon
Bengaluru
12.2022 - 11.2023
- As the Lead SME for Worldwide FCR improvement project, I led various initiatives including audits, reporting, SOP improvements, and training module creation. These efforts successfully raised Language stores' first contact reinstate rate from 66.95% to exceed the target of 72% within the year.
- Following FCR project learnings, we shifted focus to Reject Reversal Rate (RRR) as a more effective metric for performance measurement. As Lead SME, I developed audit templates and guided team SMEs in understanding and implementing the new metric system.
- As a SME for CRR metric in IND sites, I implemented various improvements including audit mechanisms, feedback systems, and knowledge sharing initiatives. These efforts resulted in increasing the number of teams meeting CRR targets from 6 to 11 out of 14 teams within 30 weeks.
- Worked on an initiative to reduce BRI to CB transfers, which initially constituted 15% of all BRI transfers to PRO functions, through comprehensive analysis and audit mechanisms. Successfully achieved an 82% reduction in CB transfers through systematic implementation of identified solutions and continuous monitoring.
- Worked on an initiative to eliminate BRI to GC transfers (18% of total PRO transfers) through comprehensive analysis, establishing SME support structures, and educational content creation. Implemented systematic solutions through pilot programs and manager training.
Transaction Risk Investigator
Amazon
Bengaluru
07.2020 - 12.2022
- Worked on Mitigating Fraud, Credit and Abuse risks and analyzed positive and negative patterns to give a hassle free shopping experience for customers while not compromising on Business needs.
- I Have also worked on multiple process Improvement Projects and have given valuable input to modify our SOP's in an effort to serve our customers in the best possible manner in a dynamic environment.
- I have given Key Inputs in crucial times and delivered results under tight deadlines while working with multiple other teams and balancing different aspects of our business needs.
- I am also an SME for IT market place under Project DEAR and I have provided assistance in solving cross org cases for numerous investigators on a daily basis.
Assistant Inventory Manager
Vogo Automotives
Bengaluru
04.2019 - 10.2019
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size or type of material.
- Collaborated with purchasing and production to maintain levels of quality and on-hand inventory.
- Handled day-to-day shipping and receiving overseeing all the inventory requirements for IOT team.
Education
Bachelor of Engineering - Mechanical Engineering
SJB Institute of Technology.
Bengaluru2nd Year PUC - PCMC
Vidyamandir Pre University College
BengaluruSkills
- Investigative and auditory skills
- Innovative thinking
- Attention to detail
- Initiative and problem solving
- Data reporting
- SOP development
Accomplishments
- Fixed IT store CRR metric within tight deadlines.
- Identified a opportunity while working for DEAR phase 4 which eliminated 9% of the transfers.
- Led team to meet SLAs by streamlining the processes and identifying areas for improvement.
Timeline
Risk Specialist - PRISM I
Amazon
12.2023 - Current
Sr. Investigation Specialist
Amazon
12.2022 - 11.2023
Transaction Risk Investigator
Amazon
07.2020 - 12.2022
Assistant Inventory Manager
Vogo Automotives
04.2019 - 10.2019
Bachelor of Engineering - Mechanical Engineering
SJB Institute of Technology.
2nd Year PUC - PCMC
Vidyamandir Pre University College