Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Varun Kumar Dharmana

Hyderabad

Summary

Program Manager with extensive experience at Amazon, specializing in operational efficiency and customer experience enhancement. Demonstrated expertise in fraud risk management and strategic planning, resulting in substantial reductions in credit losses and incorrect transfers. Skilled in stakeholder collaboration, driving continuous improvement to achieve business objectives.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Program Manager

Amazon
Hyderabad
11.2024 - Current
  • Increased machine learning automation from 25% to 38% by enhancing CS shared reason codes.
  • Collaborated with ML teams in Autosignality dial-up, targeting 70% automation for customer contacts by Q3 2025, achieving 49% as of June 2025.
  • Implemented intelligent routing for repeat contacts, reducing incorrect internal transfer rates from 63% to below 27% as of May 2025.
  • Set up processes and governing mechanisms for CS to Ops transfers, achieving a reduction in incorrect transfers from 33% to 28% from Q1 to Q2'25. Aiming to further reduce incorrect transfer rates to 10% by Q4'25.
  • Drive operational efficiency to reduce egregiously bad customer experiences, driven by 7+ contact reinstates, from 248 per month in Dec '24 to 51 by WK 23, with a Director-level goal of zero defects by Oct '25.

Operations Manager

Amazon
Hyderabad
01.2021 - 10.2024
  • Reduced credit risk exposure by 30% through advanced fraud detection measures and SOP adherence coaching.
  • Increased operational efficiency by 40% by designing a structured escalation framework, cutting turnaround time from 18 days to 23 hours.
  • Revamped credit risk training programs, reducing onboarding time by 60-75% and improving new hire performance.
  • Delivered 98 risk-focused training sessions, achieving 99.1% knowledge retention in risk assessment practices.
  • Led Career Growth Plan campaign for Contacts Team, achieving 98% completion within 10 weeks.
  • Executed Talent Review process (Q1 '23, Q1 '24, Q1 '25), enhancing talent assessment and alignment with business objectives.

Global Advisor

Amazon
Hyderabad
02.2018 - 12.2020
  • Developed early defect detection mechanisms, increasing SOP adherence by 47%, and mitigating incorrect risk assessments.
  • Led the development of reason code implementation and piloted new features with Ops leaders, resulting in feedback delivery and capturing top defects and areas of improvement for investigators taking SME support.
  • Collaborated with stakeholders to refine the advisor role through trend-based feedback, mitigating financial risks, and reducing credit losses by 23% while enhancing the customer experience.

Senior Risk Analyst

Amazon
Hyderabad
08.2014 - 01.2018
  • Enhanced credit risk evaluation by mentoring 120+ new hires, leading to improved fraud detection and operational efficiency.
  • Optimized risk mitigation strategies, lowering credit losses by 30% through process refinements and enhanced fraud monitoring.

Education

Bachelor of Technology (B.Tech.) - Mechanical Engineering

Aditya Engg. College/JNTU Kakinada
Kakinada

Skills

  • Fraud risk management
  • Strategic planning
  • Operational efficiency
  • Continuous improvement
  • Customer experience
  • Root cause analysis
  • Program management
  • Risk assessment
  • Stakeholder collaboration
  • Change management

Certification

  • Performance management: setting goals and managing performance
  • 07/2020 - Present, LinkedIn
  • Google Project Management: Professional Certificate (ongoing training)
  • 2/2025 - 07/2025 Coursera
  • Certified Lean Six Sigma Green Belt (ongoing training)
  • 02/2025 - 04/2025, Amazon

Timeline

Program Manager

Amazon
11.2024 - Current

Operations Manager

Amazon
01.2021 - 10.2024

Global Advisor

Amazon
02.2018 - 12.2020

Senior Risk Analyst

Amazon
08.2014 - 01.2018

Bachelor of Technology (B.Tech.) - Mechanical Engineering

Aditya Engg. College/JNTU Kakinada

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Varun Kumar Dharmana