Jyoti Prakash

Experience

• 

  Infosys

  Sept 2014 - May 2016

  Process Analyst

  Minimising site failure.Managing real time dashboard .Preparing daily site REPORTS to carry out RCA (Root Cause Analysis ) .

• 

  Amazon

  Jun 2016 - now

  As an Operations Manager - Risk Investigations, I have spearheaded impactful initiatives to streamline operations and enhance productivity across Amazon's worldwide Payment Risk Operations (PRO) organization. Adopting a lean-agile approach, I performed in-depth analyses of historical data to optimize human capital utilization and mitigate service level agreement (SLA) risks, leading to a comprehensive organizational restructuring at the global level.To foster greater accountability and program health, I initiated a time and motion study to capture the time spent on investigation-related tasks, enabling the creation of robust productivity and quality metrics for the new program. I then championed the global adoption of these metrics, which established realistic timelines, enabled effective planning and resource allocation, and improved overall program performance.Leveraging strong leadership skills, I managed teams of investigators, overseeing the allocation of resources, collating defect data, and driving concise communication to ensure timely SLA delivery. Additionally, I evaluated their performance, providing resources, guidance, and career-focused one-on-one conversations to support their professional growth.Extending my expertise, I also led a team responsible for risk assessment and investigations across 22 global marketplaces, closely monitoring their KPIs and SLAs, and contributing to their career development through coaching, upskilling, and constructive feedback. Furthermore, I proactively managed production issues, queue challenges, and leadership escalations, identifying root causes and driving the resolution of approximately 2,200 customer pain points in Q2 2022.Recognizing the importance of knowledge sharing and capability building, I created a comprehensive training curriculum for Operations Managers and assisted frontline managers in mastering the Buyer Risk Investigations process, internal tools, metrics, and organizational culture. Show less I have partnered and contributed to the design and improvement of fraud and risk assessment machine learning models at Amazon. Collaborating closely with the operations team, I helped enhance the efficiency of these models, culminating in the deployment of a fraud model for stores in Q3 2020, which reduced the credit card fraud rate by 90 basis points.Furthermore, I joined forces with Operations Managers across three business verticals in the Payment Risk Operations (PRO) organization to onboard approximately 185 investigation queues and migrate around 100,000 investigation volumes to Guided Workflow, an automated tool. This initiative drove a 43% improvement in decision quality metrics and a 33% increase in productivity in 2020.To continuously improve the process, I worked with the Analytics team to retrieve data from databases, perform in-depth analyses of investigator actions and Guided Workflow tool metrics, and identify automation opportunities. This led to the automation of 25% of the holiday shipping and international order investigation queue volumes through machine learning experiments.Recognizing the importance of effective change management, I created CTI to intake and analyze change requests for Guided Workflows. I hosted technical consultation calls to assess the feasibility of new feature requests and code changes, while also triaging issues with Operations and Program stakeholders, driving SOP corrections, and facilitating change management communication.Collaborating closely with Operations and Technical teams, I also played a key role in sprint planning, working to drive the requirements of category and country managers, prioritize tasks, negotiate timelines, align on sampling strategies for owners, and establish clear action items to execute the sprints. Show less As an integral part of the Buyer Risk business vertical, I have contributed to risk and fraud investigations across North America, Europe, and Far East regions. Through deep-dive analyses on process defects at the site level, I have successfully handled executive-level escalations and assisted the Amazon legal team with data handling and sharing under EU policies.Recognizing the importance of knowledge sharing and capability building, I have mentored and trained eight new hire batches, totaling 70 headcounts, along with three Operations Managers and one Senior Operations Manager, on the intricacies of the Buyer Risk Investigations process.Collaborating closely with the Quality Assurance (QA) and ACES teams, I have worked on streamlining standard operating procedures (SOPs) across various functions. As a result of my efforts, I have created two new SOPs and updated four existing blurbs, which led to a 19% improvement in site-level repeat contacts, further contributing to a 2% week-over-week reduction in customer contacts.Through my dedication and strategic initiatives, I have demonstrated my ability to drive process optimization, enhance productivity, and improve customer experience within the Buyer Risk business vertical at Amazon. Show less As a key contributor to the Buyer Risk business vertical, I have leveraged my expertise to drive risk and fraud investigations across North America and Europe. To enhance data management and standardization, I have created multiple SharePoint sites at the team, site, and functional levels, serving as centralized repositories for critical information.Further demonstrating my process improvement acumen, I developed a centralized SharePoint platform to conduct comprehensive process quality audits. This platform features automated manager mapping, email triggers, and a robust audit dispute mechanism, which has been implemented and utilized globally across the organization.Additionally, I have worked to automate team and site-level data reporting, streamlining the flow of information and enabling more efficient decision-making processes. Through these strategic initiatives, I have consistently delivered tangible value to the Buyer Risk business and contributed to the overall success of the organization. Show less

  • Manager - I , Risk Investigation

    Dec 2020 - now

  • Program Manager

    Apr 2020 - Dec 2020

  • Sr. Investigations Specialist

    Jul 2019 - Apr 2020

  • Investigations Specialist

    Jun 2016 - Jul 2019