Summary
Overview
Work History
Education
Skills
Timeline
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Prasanth Rajendran

Prasanth Rajendran

Technical Support Specialist
Hyderabad

Summary

As a seasoned risk specialist with four years of experience and one year of technical support specialist experience, I have honed my skills in identifying and mitigating potential risks and delivering top-notch technical support. Throughout my career, I have developed expertise in building and calibrating processes for merchant support, SOP development, managing on-call schedules, and training and onboarding new team members.

I am highly skilled in analyzing data and identifying trends to improve processes, and have a track record of implementing successful initiatives that have reduced defects, eliminated false positives, and increased efficiency. In addition, I have exceptional communication and collaboration skills, allowing me to effectively liaise with cross-functional teams such as Engineering, Quality, Analytics, and Training to ensure seamless operations.

Overall, I am a dedicated professional who is passionate about delivering high-quality results and providing excellent customer service.

Overview

6
6
years of professional experience

Work History

Technical Support Specialist

Amazon
Bangalore
12.2021 - Current
  • As a member of a pilot team, I was involved in developing and fine-tuning a process for supporting merchants. My responsibilities included collaborating with various business teams to create a streamlined and effective process.
  • I have experience in developing standard operating procedures (SOPs) and have a track record of achieving a 100% success rate in updating SOPs.
  • I was responsible for managing and maintaining the on-call schedule for BLR. This involved ensuring that shrinkage was kept within acceptable levels and that the schedule was distributed evenly among team members.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • I have a proven track record of successfully managing the training and onboarding of new team members.

Senior Risk Investigator

Amazon
Bangalore
06.2019 - 12.2021
  • I have identified and reported numerous instances of fraudulent activity and transaction fraud to management. These reports were approved by the analytics team and resulted in the automatic closure of fraudulent accounts.
  • I recognized the need for a MYS (Monthly Yield Statement) report and took the initiative to create it for both teams at the Bangalore site. Additionally, I developed a master report for all AWS sites.
  • I proactively addressed the issue of high shrinkage percentages within the team by creating a leave tracker and collaborating with investigators to plan leaves strategically. Through these efforts, I successfully reduced the team's shrinkage percentage to 18%.
  • I provided suggestions for improving the clarity of certain grey areas within the standard operating procedures (SOP). My suggestions were accepted by the TKM SOP team, and the necessary changes were implemented to improve the SOP.
  • I managed HIR (High Internal Risk) accounts and successfully identified and reinstated them, resulting in reduced customer friction.
  • I was responsible for establishing smooth operations within the FIT STUDIO team by implementing SIM (Standardized Information Management) mechanisms. Additionally, I created all flyers, presentations, and designed the final product based on the team's requirements.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.

Risk Investigation Specialist

VAR
Bangalore
08.2017 - 08.2019
  • In World Compliance, the data regarding Denied parties was insufficient. To address this issue, I validated the Denied parties information through third-party websites. After noticing a recurring trend, I conducted extensive research on Google and official Denied Persons List for around 50 Denied parties. I shared my findings with World Compliance, and out of the 50 entries submitted, 44 were approved. This significantly reduced investigation time as the third-party information was readily available in World Compliance.
  • During Q2 of 2019, a new update to the standard operating procedures (SOP) was introduced. To facilitate training on the updated SOP, I prepared a PPT presentation that was approved by the training team. I conducted a 2-hour training session for the Hyderabad team, and the PPT was circulated globally. As a result of the training and distribution of the PPT, the defect trending rate decreased from 2.3% to 1.1%.
  • The conclusion rate of LexisNexis Bridger alerts as F+ was 98.5%. To avoid re-queueing similar customer ID, the leadership introduced machine learning. Analysis was conducted on the sample set provided by the machine learning team, and a statistical threshold was established based on the probability of coincident measures of similarity between Amazon Party and Denied Party, as well as the frequency of association to genders and ethnicities, to assess the likelihood of an alert being F+. The findings were shared with the machine learning team in subsequent daily connect sessions. The implementation of machine learning automatically resolved 50% of false positive cases, resulting in a reduction in volume for Tier 1 investigations. The model has a defect range of zero to 372 defects per million alerts processed, compared to 801 defects per million alerts processed by Tier 1 investigators. This resulted in a 54% reduction in the defect ratio.
  • Acted as the primary liaison between the process team and Engineering, Quality, Analytics, and Training teams to ensure efficient day-to-day operations.
  • Conducted refresher sessions and implemented process knowledge updates.

Education

B.Com - Professional Accounting

PSG college of Arts and science

12th - undefined

Jawahar Navodaya Vidyalaya

10th - undefined

Jawahar Navodaya Vidyalaya

Skills

Technical Skillsundefined

Timeline

Technical Support Specialist

Amazon
12.2021 - Current

Senior Risk Investigator

Amazon
06.2019 - 12.2021

Risk Investigation Specialist

VAR
08.2017 - 08.2019

B.Com - Professional Accounting

PSG college of Arts and science

12th - undefined

Jawahar Navodaya Vidyalaya

10th - undefined

Jawahar Navodaya Vidyalaya

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Prasanth RajendranTechnical Support Specialist