Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Monmee Saikia

Monmee Saikia

Gurgaon,HR

Summary

Experienced Risk & Fraud Analyst with nearly 16 years of versatile expertise spanning Customer Support, Technical Support, and Fraud and Risk Management. Adept at enhancing online transaction security through over 8 years of dedicated focus at Amazon.com. Demonstrated leadership and subject matter expertise during 5+ years at Dell International Services PVT LTD, including roles as an Advanced Resolution Expert and Subject Matter Expert. Additionally, contributed to CRM operations at IBM as a CRM Executive for over 1 year. Passionate about driving organizational success by fostering a positive work culture aligned with company goals. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.


Overview

16
16
years of professional experience
1
1
Certification

Work History

Program Manager Intern

Amazon
02.2023 - 08.2024
  • Implemented process improvements to enhance investigation procedures and improve customer satisfaction.
  • Collaborated with Operations Team on a yellow belt project to maintain Customer Response Accuracy Rate and increase it from 95% to 98%
  • Led efforts to reduce fraud occurrence on high-value electronics, including Apple products, by implementing strategic changes to risk evaluation levels at the fulfillment center.
  • Led quality metric improvements, conducted process trainings, and collaborated with the Learning Experience Design (LXD) Team on training redesign and updates
  • Led initiatives to prevent concession leakage.

Sr Global Advisor

Amazon Development Centre
08.2021 - 04.2022
  • Worked with the investigators and helped them to resolve task with 99% accuracy.
  • Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
  • Spearheaded initiatives to enhance Customer Satisfaction (CSAT) for the team, leading to improved metrics and increased customer loyalty while also offering technical expertise and guidance to resolve complex issues promptly, ensuring effective solutions for customers
  • Led initiatives to prevent concession leakage, provided support to New Hires, and contributed to process streamlining and improvements
    Conducted investigations and audits, leading initiatives for account reinstatement and fraud prevention.
    Collaborated with cross-functional teams on various projects, including Customer Clustering Services (CCS),Customer Self Service Management (CSSM) and process audits, to build machine learning models
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.

Senior Technical Resolution Expert

Dell International Services
11.2009 - 03.2015
  • Spearheaded initiatives to enhance both Customer Satisfaction (CSAT) maintaining a score of 98% across 4 quarters and Net Promoter Score (NPS) for the team, leading to improved metrics and increased customer loyalty while also offering technical expertise and guidance to resolve complex issues promptly, ensuring effective solutions for customers.
  • Successfully maintained an environment of continuous learning and improvement-regularly reviewing case outcomes, discussing lessons learned and implementing required changes to policy/procedure where needed.
  • Enhanced communication channels between customers and the company, fostering better understanding of needs and expectations.
  • Mentored junior team members, enhancing their knowledge and skills in conflict resolution techniques.
  • Implemented new policies and procedures that resulted in fewer repeat issues and increased client retention rates.
  • Streamlined resolution processes for quicker response times and higher customer satisfaction.
  • Utilized analytical skills to identify patterns in customer complaints, recommending targeted improvements to address underlying issues systematically.
  • Championed the implementation of feedback-driven improvements within the company's products/services offerings based on insights gathered from resolved cases, ultimately increasing product usability and reducing future complaint volumes.

CRM Executive

IBM Daksh
08.2008 - 11.2009
  • Working on Australian bank cheques for consumer segment and balancing debit and credit in bank reconciliation by maintaining the bank's ledger account to zero.
  • Handle customer escalation.
  • Prioritizing the Government bodies and processing the bank cheques on a priority basis.

Education

Master of Science - Microbiology

Bangalore University
04-2008

Bachelor of Science - Genetics

Bangalore University
04-2006

Skills

  • Project scheduling
  • Software development life cycle
  • Business analysis
  • Product management
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving

Accomplishments

  • Supervised team of 8 staff members.
  • Collaborated with team of 3 in the development of an app which will be a one stop solution for all consumer needs during Covid.

Certification

  • Product Management Certification
  • Digital Marketing Certification

Languages

English
Upper intermediate (B2)
Hindi
Advanced (C1)
German
Beginner (A1)

Timeline

Program Manager Intern

Amazon
02.2023 - 08.2024

Sr Global Advisor

Amazon Development Centre
08.2021 - 04.2022

Senior Technical Resolution Expert

Dell International Services
11.2009 - 03.2015

CRM Executive

IBM Daksh
08.2008 - 11.2009

Bachelor of Science - Genetics

Bangalore University

Master of Science - Microbiology

Bangalore University

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Monmee Saikia