VEENA K R
Operations Analyst
Bangalore,Karnataka
Summary
Operations Analyst leading regulatory compliance, customer escalations, and operational reporting for high-priority India-based cases. Drives faster resolution through SOP development, root cause analysis, and SLA tracking, including a turnaround-time cut from 48 hours to 4 hours on Law Enforcement Requests. Partners with cross-functional stakeholders to improve audit readiness, business review reporting, and service performance.
Overview
4
4
Languages
5
5
years of professional experience
Work History
Operations Analyst
Amazon
06.2024 - Current
- Manage high-priority RBI and Amazon Pay Later customer escalations while ensuring regulatory compliance.
- Handle law enforcement investigations and unauthorized transaction cases across India.
- Prepare weekly, monthly, and quarterly operational reports, dashboards, and performance metrics.
- Lead Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), presenting SLA performance, operational metrics, and improvement opportunities.
- Developed and implemented an SOP that reduced Law Enforcement Request turnaround time from 48 hours to 4 hours, improving efficiency by 91%.
- Perform Root Cause Analysis (RCA) to identify process gaps and implement corrective actions.
- Support audit readiness and compliance initiatives through accurate documentation and operational controls.
- Collaborate with cross-functional stakeholders to improve operational efficiency and customer experience.
Catalog / VAS Assistant
Amazon
01.2022 - 06.2024
- Managed end-to-end Brand Managed Supply operations and warranty service workflows.
- Resolved complex customer and seller escalations while consistently meeting SLA targets.
- Conducted Root Cause Analysis (RCA) to identify recurring issues and recommend process improvements.
- Partnered with multiple internal teams to improve service quality and operational performance.
- Maintained high standards of operational accuracy and customer satisfaction.
Site Manager
HungerBox
01.2018 - 01.2019
- Managed day-to-day site operations and vendor relationships.
- Monitored business KPIs and operational performance.
- Coordinated with internal stakeholders to ensure smooth service delivery.
- Supported business growth through operational improvements and process optimization.
Education
Bachelor of Engineering - Electrical & Electronics Engineering
Sai Vidya Institute of Technology
BangaloreSkills
Process improvement
Root cause analysis (RCA)
SOP development
KPI dashboards
Weekly business reviews (WBR)
Regulatory compliance
Stakeholder management
SLA management
Escalation management
Audit readiness
Accomplishments
- Reduced Law Enforcement Request (LER) turnaround time by 91% (48 hours to 4 hours).
- Served as Subject Matter Expert (SME) for one operational vertical.
- Acted as Single Point of Contact (SPOC) for two business functions.
- Led Weekly and Monthly Business Reviews focused on SLA performance, quality metrics, operational excellence, and continuous process improvement.
Key Achievements
Best Performer Award, Amazon
Timeline
Operations Analyst
Amazon
06.2024 - Current
Catalog / VAS Assistant
Amazon
01.2022 - 06.2024
Site Manager
HungerBox
01.2018 - 01.2019
Bachelor of Engineering - Electrical & Electronics Engineering
Sai Vidya Institute of Technology