Anusha Guraja

• Dedicated Support Ops Sr. Auditor with 10 years of experience ensuring operational compliance and enhancing service quality at Amazon.
• Skilled in conducting meticulous audits, analyzing customer interactions, and implementing process improvements.
• Proficient in data analysis, project management, and utilizing tools such as Power BI, Python, and SQL to drive informed decision-making.
• Adept at collaborating with cross-functional teams to address challenges, and consistently deliver high-quality support services.
• Known for providing actionable recommendations and documenting audit findings to drive process enhancements.
• A proven track record of maintaining efficient and compliant support operations while prioritizing customer satisfaction.
• Assisted in developing strategies for improving overall customer satisfaction.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Worked with cross-functional teams to achieve goals.
• Created reports on audit findings, including recommendations for improvements.
• Used consistent and fair assessment procedures to achieve optimal audit results.

Conducted investigations on FBA sellers' inventory tickets using multiple tools and.

Sourcing data from various databases, identifying, and reporting fraud trends to the.

Escalation team.

• Ensured accurate reimbursement of sellers based on investigations, avoiding losses.

To the company and benefiting both sellers and the company's experience, while also.

Discovering invalid reporting and trends during inventory investigations.

Utilized a combination of manual and automated tools to gather data and perform in-depth investigations, identifying risks to the business.

• Served as the primary point of contact for systematic issues within the process and.

Tools, resolving them quickly to prevent delays.

• Process and respond to emails received from publishers.
• Investigate payment concerns brought up by customers.
• Reprocess stuck books through the system.
• Route issues and bugs that need engineering expertise to the development teams.

Addressed chats, emails, and calls daily from agents seeking assistance in handling.

Customer escalation and problem resolution.

Investigated and resolved customer escalations promptly and with empathy. Reported

Instances of fraud or incorrect reimbursements to the BRI/TRMS team for appropriate.

action.

Handled a wide range of customer service and administrative tasks to resolve issues.

efficiently.

Received multiple positive reviews acknowledging a commitment to providing.

Excellent customer service.