Naveen Kumar Udutha
Program Manager At Amazon.com
Hyderabad,TG
Summary
Experienced E-commerce Program Manager with more than 8 years of corporate work experience. Successful at developing innovative strategies to enhance current state of process/tools/SOPs and user experience. Aspire to work in a dynamic organization, where I can utilize my E-commerce, Project Handling, Data Analysis, Fraud Detection, Data Mining, Deep Dive, Management, Customer-Service, Logistics, Leadership and Problem Solving skills with the opportunity for Performance based advancement.
Overview
9
9
years of professional experience
15
15
years of post-secondary education
Work History
Program Manager
Amazon.com
Hyderabad, Telangana
08.2020 - Current
- Identify the defects arising in Amazon transportation service through deep dives and implement short term and long term solutions
- Identify the business impact of trends and make data backed decisions to enhance Amazon transportation
- Recognize system, quality, and process concerns contributing to poor customer experience and propose solutions through deep dive and data analysis
- Identify defects within a proposed business model, formulate solutions, and articulate ideas for improvement
- Manage a shift, constantly identify opportunities to improve team performance and own associated change management
- Responsible for the planning, execution, and delivery of projects related to Amazon transportation
- Develop appropriate milestones and launch schedules to ensure timely and successful delivery of a project
- Communicate with external customers (Carriers, Vendors/Suppliers) and internal customers (Product, Finance, Tech) in order to enhance current state of operations
- Escalate problems or variances in the information and data to the relevant owners and drive to completion
- Pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and perform ad hoc reporting and analysis, as needed
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Handled 3 simultaneous projects to reduce Driver Late Arrivals by 19%.
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Participated in LEAN and Six Sigma events and routinely looked for processes to apply LEAN concepts.
Senior Seller Support Associate
Amazon.com
Hyderabad, Telangana
06.2016 - 08.2020
- Handle incoming calls and emails from sellers and assist sellers in managing seller account and in troubleshooting issues while listing the Products and updating information on the detail page
- Multi-task utilizing a wide variety of software tools to navigate Seller accounts, review policies and communicate effective solutions to sellers via phone & email
- Handle projects and provide insights by conducting Deep dive, BRD reviews, SOP reviews, Beta testing, Data analysis etc
- Partner with Product Development teams to conduct deep dives, provide feedback and improvement suggestions to existing and new tools and/or processes
- Recognize system, quality, and process concerns contributing to poor seller experience and share with software development and leadership teams
- Identify defects within a proposed business model, formulate solutions, and articulate ideas for improvement
- Liaise with other departments such as Product Quality, Vendor Management, Merchant Investigations, or Payments teams as required to resolve seller issues
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
- Advocated for sellers and provided feedback to enhance selling process for overall improvements.
- Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence.
- Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
Buyer Risk Investigator
Amazon.com
Hyderabad, Telangana
05.2012 - 05.2014
- Investigate buyer transactions and take appropriate action based on established SOP’s and with the tools and resources available
- Detect Skimming and Phishing fraud activities on online transactions, which averted loss to the company
- Identify fraud patterns and work closely with Analytics team to ensure seamless resolution to difficult & complex cases raised across from different businesses at Amazon
- Investigate and dispute the chargeback claims raised by the buyers and take necessary action based on research steps, tools and resources available
- Data Analysis & Conducting investigations into allegations of organized fraud or abuse on and off Amazon website
- Data Mining and analysis using SQL, Hubble, excel and other available resources
- Investigate suspicious orders, selling and buying behavior that could pose a risk to Amazon customers
- Use a combination of manual and automated tools to obtain information & report bugs and tool improvement ideas.
Transfer Agent
Franklin Templeton Investments ltd
Hyderabad, Telangana
05.2011 - 05.2012
- Place Purchase or Redemption orders for Business customers as per their instructions
- Assist Business customers in choosing the right mutual funds as per their requirements
- Process fund transfer requests using various tools as per the instructions given by the Business customers
- Process necessary adjustments for the online orders placed by the customers
- Educate Business customers about various fund transfer options available
- Run in-built macros to process bulk requests from the Business customers
- Respond to customer requests in a professional manner and provide suitable solution
- Audit the transactions processed by the other associates to avoid processing errors.
Education
Bachelor of Commerce - Commerce And Accounts
Loyola Degree College
Hyderabad 06.2008 - 04.2011
Intermediate - Commerce, Mathematics And Accounts
Loyola Academy
Hyderabad 06.2006 - 04.2008
State Secondary Education -
Saraswathi High School
Hyderabad 06.1997 - 04.2006
Skills
Policy and procedure improvements
Project Management
Data analysis
Vendor management
Customer Experience
Seller experience
Fraud Detection
Timeline
Program Manager
Amazon.com
08.2020 - Current
Senior Seller Support Associate
Amazon.com
06.2016 - 08.2020
Buyer Risk Investigator
Amazon.com
05.2012 - 05.2014
Transfer Agent
Franklin Templeton Investments ltd
05.2011 - 05.2012
Bachelor of Commerce - Commerce And Accounts
Loyola Degree College
06.2008 - 04.2011
Intermediate - Commerce, Mathematics And Accounts
Loyola Academy
06.2006 - 04.2008
State Secondary Education -
Saraswathi High School
06.1997 - 04.2006