Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Affiliations
Timeline
Generic
Shubhangi Pandey

Shubhangi Pandey

Bengaluru

Summary

Accomplished Risk Manager promoting strategic planning to deliver best performance and risk management. Takes initiative and provides end-to-end solutions to create lasting value to company. Excellent interpersonal and communication skills to maintain effective relationships with internal and external stakeholders.

Overview

9
9
years of professional experience

Work History

Risk Manager (Escalation Management & Prevention)

Amazon
Bengaluru
08.2022 - Current
  • In this role, I conduct customer reactive escalations and critical incidents in a time sensitive environment ensuring customer success and conflict resolution. I produce thorough reports that include a Root Cause Analysis for incidents and escalations originating from diverse channels such as Sales & Account Management, Programs teams, Operations and Social Media teams.
  • I take lead in managing escalations from C-Level Executives, Senior Vice President and Legal channels within the Non-Executive Charter. My extensive experience and expertise in the realm of counterfeiting contribute to my ability to address these high-level concerns with a focus on quality and precision.
  • I collaborate consistently with stakeholders from business and technical functions to streamline and standardize redundant processes. Additionally, I introduce changes to Standard Operating Procedures (SOPs) and policies across the APAC, NA, EMEA, and MENA regions.
  • My collaboration with the Supply Chain Management team has helped eradicate problematic suppliers from the platform. This involves conducting a thorough risk analysis of their business model to ensure the removal of bad actors.
  • I have worked closely with the Program Management team of India Region to establish a channel for High Confidence Sellers, catering specifically to potential high-revenue Amazon sellers to facilitate them with brand and product group approvals. This initiative has resulted in a reduction of Counterfeit Rate by 5% and generated a revenue of 30 crores in a span of 6 months.
  • Presently, I collaborate with the MENA Marketplace Program Management to provide assistance to Amazon customers in the MENA region. This involves navigating and addressing their concerns within the context of distinct country-specific rules and regulations.

Senior Investigations Specialist (Team Lead)

Amazon
Bengaluru
08.2021 - 08.2022
  • In the domain of Fraud & Transactional Risk, I have effectively trained 8-10 batches of new hires and Subject Matter Experts. Each batch consisted of 20 or more candidates from both India and Japan, with the training sessions conducted virtually.
  • In this role, I collaborated with the Program team to introduce the concept of Process knowledge tests and activities as integral components of the final assessment. This innovation proved valuable in identifying candidates who meet the required standards.
  • During the initial onboarding process, I provided close mentorship and shadowed the work of new hires. This involved conducting weekly audits, calibrations, knowledge testing, and overall team management.

Fraud Investigation Specialist

Amazon
Bengaluru
08.2015 - 08.2021
  • I focused on transaction-related fraud, aiming to identify risky Modus Operandi (MO) chosen by sellers. In the process, I successfully mentored six batches of candidates, overseeing investigations, conducting audits, and administering knowledge tests.
  • Collaborating with the Lean and Six Sigma Team, I contributed to building a mechanism for identifying and reclassifying buyer complaints into the correct defect types. This project involved auditing over 600 investigations, filtering different defect types, and conducting various Gemba sessions to understand the candidates' mental models. The outcome was a 20% reduction in manual reclassification of defects.
  • I worked closely with the Program Management team to collaborate with Amazon Indian Subsidiaries "Appario" and "Cloudtail," ensuring a holistic business perspective beyond Standard Operating Procedures (SOPs). Through this collaboration, I identified "Appario" as outsourcing risky inventory of the high-end brand "Optimum Nutrition," resulting in a 1% decrease in counterfeit complaints.

Education

B. Tech - Civil Engineer -

CMRIT (VTU)
Bengaluru
08-2015

PGDM (HR and Marketing) - Pursuing -

RAMESHWARAM Institute of Technology & Management
Lucknow

Skills

  • Stakeholder Management
  • Escalation Management
  • Incident Response
  • Quality Assurance
  • Customer Success
  • Problem Solving
  • Effective Communication
  • SLA Management
  • Root Cause Analysis
  • Customer Obsession

Websites

Accomplishments

  • Internal promotion to Manager (Amazon) - For achieving 100% quality score consecutively for 2 years
  • Internal promotion as a virtual trainer during Peak COVID (Amazon)
  • Rising Star Award (Amazon) - For contributing to team's Quality score in a Quarter. Awarded with a gift card.
  • Accolade Award (Amazon) - For assisting peers by going above & beyond my work timing
  • Performance Award (Amazon) - Received recognition from Senior Operations Manager for helping in reduce a major chunk of volume during 2020 Peak

Affiliations

I like to discipline my daily schedule by keeping things organized in a timely manner, cook to surprise my loved one's pallets, put on my running shoes and explore new paths.

I also love to participate in outdoor sports and games and do my best to protect the animals!

Timeline

Risk Manager (Escalation Management & Prevention)

Amazon
08.2022 - Current

Senior Investigations Specialist (Team Lead)

Amazon
08.2021 - 08.2022

Fraud Investigation Specialist

Amazon
08.2015 - 08.2021

B. Tech - Civil Engineer -

CMRIT (VTU)

PGDM (HR and Marketing) - Pursuing -

RAMESHWARAM Institute of Technology & Management

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Shubhangi Pandey