MS Office, Excel & Google Sheets
PRASANJEET KAR
Senior Risk Manager, Risk Management
Hyderabad
Summary
A highly accomplished senior risk operations manager with over 18 years of experience in leading and optimizing business operations. Strong expertise in process improvement, cost reduction, and strategic planning, consistently delivered exceptional results and exceeded performance targets. Adept at implementing best practices, driving operational efficiencies, and fostering a culture of continuous improvement.
Overview
20
20
years of professional experience
18
18
years of post-secondary education
3
3
Certificates
Work History
Manager II, Risk Management - Brand Protection
Amazon Development Centre 'India Pvt. Ltd
Hyderabad
11.2022 - Current
- Led a team of 15-20 Risk Managers, overseeing the implementation of policies, tools, and technology innovations to enhance customer protection, drive process improvement, conduct risk assessments, and ensure successful project execution according to roadmaps.
- Defined various SME roles within the organization and developed standardized hiring criteria, evaluation criteria, and success measures. Developed scorecard proposals for different SME roles, resulting in a 20% improvement in SME decision accuracy.
- Revamped and revitalized the IN TSE Connections team, implementing dedicated cadences for focused group CA calibrations. Set clear expectations for the role of CAs (Customer Advocates) and coordinators, fostering effective collaboration.
- Launched a Voice of the Customer (VOC) survey to gather feedback from Risk Managers (RMs), facilitating continuous improvement. Regularly shared insights and learnings based on CA discussions and surveys, resulting in an improvement in overall connections scores for the organization (YTD'22: 73% to Q3'23: 79%).
- Constructed a comprehensive RM scorecard model that utilizes a relative ranking system based on KPI performance and project contributions aligned with JLG guidelines. This initiative resulted in improved calibration among multiple sites (HYD, BLR, SJO) and facilitated strategic investments in top talent.
- Analyzed risk tolerance levels and provided data-driven recommendations to partner teams.
- Conduct meticulous measurement and testing of processes and controls to facilitate comprehensive product-level and program-level risk assessment. Proficient in identifying and escalating potential gaps in risk assessment methodology, customer experience, and other critical areas
- Proactively drive the achievement of goal and regulation-based control outcomes, while effectively reducing risks. Provide valuable insights and assistance in establishing mechanisms, where applicable, to bring risks within tolerance levels.
Manager II - Ramp & Ops Support - Buyer Abuse Risk
Amazon Development Centre 'India Pvt. Ltd
Hyderabad
06.2020 - 10.2022
- uccessfully managed and provided leadership to a dynamic team consisting of advisors, audit and ramp managers. This team oversaw a substantial workforce of 160-180 highly skilled advisors (SMEs), auditors, and New Hire investigators, operating across various locations and departments.
- Achieved remarkable improvement of 70% in New Hire performance by implementing dynamic ramp plan that included impactful actions and assigned owners. Through careful planning and execution, I was able to optimize an onboarding process and drive significant enhancements in performance at conclusion of ramp phase.
- Established robust feedback mechanisms between training and operations teams, facilitating a closed-loop system for continuous improvement. Additionally, I developed comprehensive evaluation guidelines during the ramp phase to effectively monitor progress and enhance decision accuracy. As a result of these initiatives, I achieved a substantial 40% improvement in decision accuracy through regular evaluations and targeted interventions.
- Successfully enhanced the accuracy of Customer Response by an impressive 110% by identifying and addressing blind spots related to the quality and accuracy of email responses. To achieve this, I developed standardized templates that emphasized data protection, effective contact handling, and adherence to standard operating procedures (SOPs). Additionally, I increased investigator awareness of major errors through targeted training initiatives. Furthermore, I implemented an audit-based metric to track the progress and performance of our investigators, ensuring ongoing improvement in accuracy and quality.
- Successfully achieved a significant reduction in exception appeal reversals by 25% through a strategic approach. This involved identifying the primary drivers behind exceptions and collaborating with program teams to implement changes in standard operating procedures (SOPs) for low-risk customers with high pass rates. Additionally, I worked closely with ML teams to modify queuing rules, enabling automatic approval for low-risk accounts that met specific criteria. As a result of these efforts, I was able to reduce low risk investigations by 24%. Furthermore, this approach unlocked the potential for an additional 10% enforcement on medium/high-risk customer accounts, resulting in an estimated impact of $60,000 per week in increased savings.
- Improved drop ship enforcement rate by 52%, by identifying key drivers for passed accounts driven by tool deprecation and non-availability of data. Collaborated with the business teams, to identify alternate tool to validate data, worked with program teams to update SOP and integrate the same within main investigation tool.
- Implemented a successful hiring strategy to address the hiring deficit for specialized teams such as advisors (SME's), resulting in a reduction of approximately 30%. This strategy involved opening up positions at Level 3 investigators and absorbing highly capable individuals through short-term assignments. By effectively mentoring and developing top talent from Ops teams into full-time advisor roles, we achieved a significant decrease in overall handle time by 68%.
- Implemented various initiatives that led to a substantial reduction in the Repeat Contact Rate by 22%. Developed a direct routing mechanism for customers with low risk and a good ordering history, resulting in a decrease of approximately 50% in overall reversals. Introduced an automated system to handle emails containing sensitive keywords, reducing BOT contacts by 20%. These improvements not only enhanced the team's overall bandwidth to handle repeat contacts but also contributed to a significant decrease in overall escalations by 32%.
- Significantly reduced the overall defect rate for virtual teams in Buyer Abuse by an impressive 56%. Achieved this by implementing a streamlined feedback delivery mechanism on defects, enabling timely and effective resolution. Developed support mechanisms for Bottom Quartiles (BQs), ensuring quick responses and improved customer satisfaction. Collaborated closely with program teams to identify and close process gaps in Areas of Improvement (AOI), resulting in enhanced overall performance.
- Developed dedicated mechanisms for conducting Individual Development Plan (IDP) discussions with experienced investigators, aiming to enhance their capabilities and motivation. This initiative resulted in three promotions within two quarters for virtual teams, as well as eight investigators being given opportunities to work on special projects to further improve their skills.
Advisor Manager I - Buyer Risk Operations
Amazon Development Centre 'India Pvt. Ltd
Hyderabad
06.2019 - 05.2020
- Successfully redefined and broadened the Advisor team's (Subject Matter Experts) scope, increasing the team size from 18 members in 2020 to 50+ members in 2022. Implemented onboarding processes for new team members and effectively trained them in areas such as audit, training, and cross-team collaborations. Spearheaded cross-functional collaborations between different teams, fostering knowledge sharing and enhancing overall team effectiveness.
- Collaborated with essential stakeholders, including training and operations teams, to establish the NH Ramp structure and implement a dedicated leadership model. Successfully managed NH spans of approximately 100 HC, resulting in a remarkable 50% increase in NH graduation rate.
- Improved Advisor occupancy rate by 110% by expanding support across multiple sites, such as LHR and SJO. Eliminated dependency on off-queue/SME, onboarded audit dive deep requests, and identified process/queuing opportunities (FY20: 10 Vs FY21: 55). Additionally, reduced investigator defect rate by 40% by implementing a regular feedback mechanism from audits and collaborating with program teams to address process gaps.
- Redefined the roles of Advisor and Audit teams, with clear understanding of job responsibilities for advisors working on RADAR (2nd Review & NH support) and Audit teams [Process & Investigator dive deep, Quality Huddles, Refreshers & Program level changes], helping in improving the overall team efficiency of RADAR & Audit team by 64% & 83% respectively.
- Improved Average handle time for RADAR team by 10%, by calibrating with workforce team to build schedules for advisors with less off queue time [15%] covering all intervals and week offs.
- Launched Aux codes Adherence and Push mechanism in RADAR to track Idle time, efficiency leading to reduction of overall wait time from ~21 mins in 2020 to ~9 mins in 2021
SPS Supervisor – Manager I Operations
Amazon Development Centre India Pvt. Ltd
Hyderabad
08.2017 - 05.2019
- Launched and managed a Virtual Team Advisors (SME) responsible for providing coaching, guidance, and mentorship to drive the achievement of individual and team performance goals. Implemented a round-the-clock support system across multiple sites (HYD, BLR & SJO) to ensure continuous assistance. Improved team efficiency by 30% on the Andon tool, optimizing productivity and reducing handle times.
- Collaborated with the Analytics team to develop a defect dashboard (Tableau) for advisor teams, incorporating data on SME defects and handled tasks. Utilized the defect dashboard to facilitate the creation of a new scorecard for the team, enhancing performance assessment and tracking. Initiated weekly performance sharing and tracking sessions with the team, fostering a culture of continuous improvement.
- Oversees schedule management, ensuring adherence, coordinating time-off requests, and monitoring attendance in collaboration with Workforce Management.
- Addresses and resolves the root causes of Andon cord pulls by effectively managing performance and assigning appropriate action owners.
- Implements performance goals and development plans for advisors, continuously monitoring and evaluating their progress. Takes necessary action to overcome performance barriers.
- Takes the lead in driving business and process improvement initiatives for advisors, including updating and creating Standard Operating Procedures (SOPs). Collaborates with program teams to calibrate and shares feedback with ML teams to automate low yield queues.
Supervisor, Customer Services
Dell International Services Pvt. Ltd
Hyderabad
12.2015 - 07.2017
- Leads a team responsible for handling customer service inquiries related to company products, features, and services.
- Maintains regular communication with customers, especially those with escalated concerns.
- Supports the sales team by fostering and nurturing positive customer relationships, which significantly impact service and product revenues.
- Collaborates with customers and distributors to gather accurate information on equipment failures and prepares reports for leadership.
- Drives and achieves key performance indicators to meet organizational goals.
- Prioritizes delivering a positive customer experience and resolving issues in line with Dell's standards.
- Engages with cross-functional teams to address business and customer-related challenges.
Customer Care Analyst - Team Lead
Dell International Services Pvt. Ltd
Hyderabad
08.2014 - 11.2015
- Successfully managed a team of 10 customer service associates, providing guidance and support to ensure exceptional client service.
- Utilized effective auditing, coaching, and feedback techniques to enhance team members' performance and deliver tailored solutions based on customer needs.
- Conducted thorough analysis of individual team members' performance and implemented motivational strategies to drive improved service standards and business excellence.
- Proficiently conducted and documented Root Cause Analysis (RCA) for customer dissatisfaction (D-Sat) and Experience-Per-Request (XPR) cases, identifying areas for improvement and enhancing overall customer experience.
- Demonstrated expertise in handling sensitive and complex customer issues, directly engaging with customers to build and strengthen client relationships.
Resolution Specialist –Team Coach
Dell International Services Pvt. Ltd
Hyderabad
01.2011 - 07.2014
- Resolved high-level customer issues and escalations for corporate clients.
- Cultivated relationships with key decision-makers and ensured customer satisfaction.
- Identified coaching and training opportunities within the team to improve performance.
- Conducted quality audits to enhance call quality and identify areas for improvement.
- Delivered outstanding customer service to drive cross-selling and post-sale opportunities within the customer portfolio.
Advance Resolution Expert
Dell International Services Pvt. Ltd
Hyderabad
12.2006 - 06.2014
- Served as the Escalation Point of Contact (POC) for Enterprise Business Care globally, effectively managing customer complaints and providing prompt solutions and alternatives within specified timeframes.
- Facilitated regular and timely communication within the team by actively participating in meetings led by team/program managers.
- Acted as the Escalation POC for the manufacturing unit, maintaining regular interactions and ensuring smooth coordination.
- Conducted audits of aged cases within the team, offering constructive feedback to team members on resolving customer issues promptly.
Customer Support Associate / Sr. Associate
Dell International Services Pvt. Ltd
Hyderabad
04.2004 - 11.2006
- Proficient in handling a high volume of incoming calls from customers placing new orders with Dell.
- Skilled at resolving queries related to order status, as well as addressing concerns regarding missing, wrong, or damaged orders.
- Capable of providing detailed information about Dell's products and ongoing promotions to customers.
- Possess excellent communication skills and the ability to provide exceptional customer service over the phone.
Education
MBA - Human Resources Management
Prof. G. Ram Reddy Centre For Distance Education
Hyderabad 07.2017 - 09.2019
Bachelor of Science - Computer And Information Sciences
Badruka College of IT - Hyderabad
Hyderabad 08.2001 - 04.2004
Intermediate - Math's, Physics, And Chemistry
Ratna Junior College
Hyderabad 06.1999 - 05.2001
High School Diploma - SSC Board
Sacred Heart High School
Hyderabad 04.1988 - 04.1999
Skills
Strategic Thinking
Certification
Project Management Foundations
Software
Advanced Excel & Macros
Tableau Desktop & Dashboards
Power BI Desktop & Dashboards
Oracle SQL
Timeline
Manager II, Risk Management - Brand Protection
Amazon Development Centre 'India Pvt. Ltd
11.2022 - Current
SQL Data
08-2022
Project Management Foundations
05-2022
Six Sigma Foundations
04-2022
Manager II - Ramp & Ops Support - Buyer Abuse Risk
Amazon Development Centre 'India Pvt. Ltd
06.2020 - 10.2022
Advisor Manager I - Buyer Risk Operations
Amazon Development Centre 'India Pvt. Ltd
06.2019 - 05.2020
SPS Supervisor – Manager I Operations
Amazon Development Centre India Pvt. Ltd
08.2017 - 05.2019
MBA - Human Resources Management
Prof. G. Ram Reddy Centre For Distance Education
07.2017 - 09.2019
Supervisor, Customer Services
Dell International Services Pvt. Ltd
12.2015 - 07.2017
Customer Care Analyst - Team Lead
Dell International Services Pvt. Ltd
08.2014 - 11.2015
Resolution Specialist –Team Coach
Dell International Services Pvt. Ltd
01.2011 - 07.2014
Advance Resolution Expert
Dell International Services Pvt. Ltd
12.2006 - 06.2014
Customer Support Associate / Sr. Associate
Dell International Services Pvt. Ltd
04.2004 - 11.2006
Bachelor of Science - Computer And Information Sciences
Badruka College of IT - Hyderabad
08.2001 - 04.2004
Intermediate - Math's, Physics, And Chemistry
Ratna Junior College
06.1999 - 05.2001
High School Diploma - SSC Board
Sacred Heart High School
04.1988 - 04.1999
Similar Profiles
BALAJI MBALAJI M
CXQO associate at Amazon Development Centre India Pvt. Ltd.,CXQO associate at Amazon Development Centre India Pvt. Ltd.,
Nitesh HarneNitesh Harne
Associate – Retail Process at Amazon Development Centre India Pvt. Ltd.Associate – Retail Process at Amazon Development Centre India Pvt. Ltd.
Amit KumarAmit Kumar
Manager - Selling Partner Support at Amazon Development Centre India Pvt LtdManager - Selling Partner Support at Amazon Development Centre India Pvt Ltd
TIMOTHY JONANTIMOTHY JONAN
Sr. Product Compliance Associate at Amazon Development Centre India Pvt. Ltd.Sr. Product Compliance Associate at Amazon Development Centre India Pvt. Ltd.
Divya NelaturiDivya Nelaturi
Medical Coder at Augustus Health CareMedical Coder at Augustus Health Care