Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Reading,painting,travelling
Timeline
Generic

Monmee Saikia

Sr.Investigation Specialist
Bangalore

Summary

To work as professional manager applying exceptional ability to create and implement a good work culture in an organization which will help in fulfilling the general mission or target of the company. A professional with nearly 14+years in the areas of Customer Support, Technical Support and Fraud and Risk Management. Associated with Amazon.com for over six years. Working with Amazon Fraud and Risk Management Dept to make online shopping a better and safe place for transactions. Associated with Dell International Services PVT LTD for over 5+ years. Worked with Dell International, Bangalore as Advanced Resolution Expert and SME. Worked with IBM Daksh for over 1+ year as CRM Executive. A keen planner and driving team to ensure successful management in the assigned region. Rich experience in mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual and group targets. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Sr. Investigation Specialist

Amazon Development Center
Bangalore
06.2022 - Current
  • Exceeded goals through effective task prioritization and great work ethic.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Prepared variety of different written communications, reports and documents.
  • Increased customer satisfaction by resolving issues.

Centre , Sr.Global Advisor

Amazon Development
09.2021 - Current
  • As a global advisor, supporting the new hire batches during their Ramp period with their queries regarding process and support the new hire batches in taking the correct decisions while working on accounts
  • Supporting the tenured investigators with their queries through an internal tool when a request is raised for a second opinion on accounts before taking an action
  • Also part of an initiative along with the training team to streamline the process and suggest necessary changes after analysing the data and discussing the inputs with the Program Team and the Training Team.

Sr. Investigation Specialist

04.2018 - Current
  • Carry out the investigation on individual accounts, check for any fraudulent activity, and distinguish between abuse and genuine customers
  • Perform the weakly audits for a team of 12 investigators and sharing the audit feedback with the individual investigators through one-on-one sessions and documenting the feedback session and sharing the report with the management
  • Handle the overtime data for the team and doing the necessary correction before the final report goes out for approval
  • Accomplishments:
  • Worked on Customer Clustering Services (CCS) Project to introduce machine learning to our investigations
  • Worked on different Marketplaces (NA/GB/IN) to understand the mode of payment and based on the attributes, decided whether the accounts are strongly connected, connected or not connected and feed our investigations into the system
  • Participated in the weekly calibration calls and WBR to discuss the lowlights and highlights of the project
  • The ML model was launched successfully across the different marketplaces
  • Worked closely with the SLP (Safety and Loss Prevention) Team on audits and shared my findings with the Leadership Team on accounts with similar activities where concession was given on high end products
  • Part of the Process Audits to check the percentage of incorrect reinstatement of accounts and dive deep and find the various reasons for incorrect reinstatements
  • Performed Ad-Hoc requests as assigned by management
  • Exceeded productivity expectations while ensuring to meeting quality standards

Risk Investigator

Amazon Development Centre
08.2015 - 03.2018
  • Carry out the investigation on individual accounts, check for any fraudulent activity, and distinguish between abuse and genuine customers
  • Check the concessions availed on the account, take the necessary action at the account level, and inform the customers
  • Handled customer emails, as well as internal department emails
  • Accomplishments:
  • Shared ideas for process improvements based on the data shared by the analytics team and findings from the continuous investigations on individual accounts
  • Part of the process calibration to reduce the knowledge gap between investigators and rolling out the numbers at the end of each week on the Knowledge check and on the annotations to ensure that along with the updated process knowledge investigators also get adapted to informative and quality annotations
  • Actively involved in training a team of 7 investigators on Email queues(IN marketplace) and post training providing support to the trained investigators with their RAMP in the month of May-June

Dell International Services
- 01.2017

Sr. Technical Support Associate

11.2009 - 05.2012
  • Handle customer escalations and follow-up as needed
  • Analyze, resolve and log details of technical errors occurring with the systems and hardware used by the customers
  • Creating service request for the customer concern and taking ownership of the service request till the technical issue gets resolved
  • Send faulty machines and equipment to the warehouse and provide replacement to the customer if necessary
  • Working with the dispatch team to speed up the process of system or part replacements
  • Escalated issues to third party vendors; provided assistance to field representatives, and followed-up to ensure customer satisfaction
  • Coordinated the set-up of service technicians to offer field support to warranted clients
  • Monitored in-bound and out-bound calls made and received by various operation teams and provided feedback to improve their client experience
  • Designated as point of contact for team members when supervisor was unavailable
  • Provided feedback for end-to-end solutions to inbound agents to improve shortcomings.

Client Customer Support Associate

Dell International Services
11.2009 - 04.2012
  • Analyse, resolve and log details of order status and order related queries by the customers
  • Expedite orders(computers and computer accessories) whenever a delay has been noticed
  • Handled customer complaints with professional telephone and email etiquette
  • Creating service request for the customer concern and taking ownership of the service request till orders are delivered to the customer and connecting the customer with the technical team for post-delivery technical support
  • Accomplishments:
  • Completed the conversion training for hardware and software support

CRM Executive

IBM Daksh
08.2008 - 11.2009
  • Handled bank cheques cancellation and reissue requests via phone or fax
  • Checked the daily report and made the necessary adjustments on the bank’s ledger accounts
  • Accomplishments:
  • Completed process training for bank cheques at the St.George head office in Sydney
  • Achievements:
  • Been awarded as the best agent and for best customer experience scores for Q3 FY 13,
  • Q3 FY 14 and Q4 FY14
  • Been awarded the best Resolution Expert for Q1 FY15
  • Have been a part of Road shows/campaigns across the floor for driving CUSTOMER CENTRICITY and E SUPPORT
  • Managing customer-centric operations & ensuring customer satisfaction by achieving service delivery norms
  • Been awarded the on spot award for the month of Feb’17, May’17 and August’17
  • Been awarded the Rock star award for the month of July’17 for highest positive variance from the target
  • Been awarded the excellence award for Week 15’ 2020 for highest positive variance in productivity and quality.

Education

Master of Science - Microbiology

Bangalore University
Bangalore
05.2006 - 07.2008

Bachelor of Science - Applied Genetics

PES College,Bangalore University
Bangalore
05.2003 - 06.2006

Skills

Windows, MS Office (Excel & Power point) & other Internet Applicationsundefined

Additional Information

  • Date: 10-28-21 Monmee Saikia

Certification

Certified Digital Marketer, Lean Six sigma foundation

Reading,painting,travelling

In my free time,I love reading novels and now getting into the habit of reading articles related to product management as I am currently pursuing a certification course in Product management. I also paint on glass which acts as a stress buster and i travel whenever it is possible.

Timeline

Sr. Investigation Specialist

Amazon Development Center
06.2022 - Current

Certified Digital Marketer, Lean Six sigma foundation

05-2022

Centre , Sr.Global Advisor

Amazon Development
09.2021 - Current

Sr. Investigation Specialist

04.2018 - Current

Risk Investigator

Amazon Development Centre
08.2015 - 03.2018

Sr. Technical Support Associate

11.2009 - 05.2012

Client Customer Support Associate

Dell International Services
11.2009 - 04.2012

CRM Executive

IBM Daksh
08.2008 - 11.2009

Master of Science - Microbiology

Bangalore University
05.2006 - 07.2008

Bachelor of Science - Applied Genetics

PES College,Bangalore University
05.2003 - 06.2006

Dell International Services
- 01.2017

Similar Profiles

CREATE PROFILE
Monmee SaikiaSr.Investigation Specialist