Nikita Bagchi

• Cultivated a global environment conducive to effective communication and collaboration, empowering investigators worldwide to make informed decisions for customers while driving key business metrics.

• Established strategic partnerships with managers across various sites and functions, providing valuable feedback to the operations team and influencing the evolution of the advisor role through comprehensive trend analysis and insights gained from advisor-investigator interactions.

• Ensured efficient query resolution for both new hires and experienced investigators across diverse marketplaces, optimizing productivity through streamlined processes and robust organizational skills.

• Took ownership of identifying operational inefficiencies, driving improvements by enhancing procedures and standard operating procedures (SOPs) to maximize operational effectiveness.

• Led multiple process improvement projects for the Advisor Support and Knowledge Enhancement team, enhancing overall team performance and effectiveness.

• Fostered a collaborative environment by closely collaborating with team members, ensuring seamless project delivery, fostering innovation, and meeting critical deadlines.

• Exhibited strong leadership acumen through continuous improvement of work processes, as well as through training and mentoring colleagues to elevate their performance and contribute to overall team success.

• Mentored and coached six different batches across Failed Queue and Emails Queue (Enforcement & Appeals).
• Shared daily/weekly performance reports for new-hire batches.
• Designed and prepared technical reports, studies and related documentation
• Responsible for performing quality audits and detailed defect analysis for assigned batches
• Organized several refresher sessions for improving decision quality accuracy.

• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Investigation and elimination of potential online fraud across the Amazon platform, as part of both Failed Queue and Email Queue in BRP (Buyer Risk Prevention).
• Committed towards making Amazon the safest and most trusted place on earth by manually investigating orders from customers, wherever there is a possibility of fraudulent activity or account compromise.
• Handling contacts and disputes raised by customers and providing an efficient and instant solution as part of the CAM (Customer Account Management) Team.

• Leveraged data analysis, statistical, and machine learning techniques to develop innovative solutions aimed at minimizing customer experience issues and mitigating financial risks associated with marketplace transactions.
• Conducted comprehensive analysis of Amazon's extensive historical business data to identify specific instances of risk and overarching trends, enabling proactive risk management strategies.
• Established a centralized repository, serving as a comprehensive resource hub for the OBVEC team, streamlining access to essential links and information critical for effective operations.
• Spearheaded the initiation of a Learning Series for the PRISM I population, orchestrating end-to-end sessions focused on enhancing technical competencies and honing people and program management skills.
• Orchestrated engagement activities across the entire HYD site, serving as the primary point of contact to drive end-to-end engagement initiatives, fostering a vibrant and inclusive workplace culture.