Radhe Shyam Das

WFM Analyst in Amazon Business Verifications.

• Managed resources to work on queue volumes and clearing backlog in such a way that SLA remains intact.
• Managed Leave adherence, schedule adherence, overtime, and non-productive Time of employees working in the operation domain.
• Generated weekly business reports and GAP reports on forecasting and accordingly gave suggestions on additional headcount requirements.
• Reporting tools and incident issues and managing them to prevent them in the future.
• Providing various resolutions to the operations team by working on SIMs and creating an SOP around it .
• I managed the weekly reports on Tableau and created reports through root cause analysis to understand any gaps in the end actions andSLA misses.
• Prioritization of tickets and profile management according to the impact and volume.
• Optimized workforce distribution by analyzing historical data and trends in real-time.

• Worldwide Ops UAT Tester, speeding up investigations and reducing reliance on external tools through the implementation of new features in the internal platform.
• Led the FORMIDABLE initiative , achieving cost-cutting and timely customer query resolution by instructing Cloudbot/System for fast-paced investigation activities.
• Created a new process and SOP for raising bank calls to various payment processors like Paymentech, American Express, and Bank of America Discover to resolve complex scenarios.
• Conducted audits identifying inefficiencies, leading to enhanced procedures and SOPs, contributing to streamlined operations.
• Conducted training and mentorship for three different batches, including newly hired managers, where each batch consists of 15 resources in North American and European marketplaces
• Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
• Conducted in-depth analyses of transaction data to identify patterns, trends, and potential fraud indicators.

• Handling fraud and service-related chargeback disputes, primarily in the VISA and MasterCard domain, alongside Amex, BAMS, and Discover.
• Part of the specialty functions core team, like the High Dollar team, the AWS (amazon web services) team, the Amazon Payments team (APA), the Faxes team, and Synchrony Financial Team (SYF), where disputes dollar amounts and seller escalations are high.
• Minimized risk in the buyer sector by detecting and counteracting fraud patterns and trends on the platform.
• Developed customized training programs for staff members, increasing awareness of risk management principles and practices.
• I initiated and led the India chargeback pilot batch by creating SOPs to support bill desk, Amex, and HDFC transactions.