Agastya Gaur

Experience

• 

  Amazon

  Aug 2017 - now

  1. Coordinate Onboarding process and trains and mentors incoming new hires.2. Provides hands-on support for ongoing training coordination – tracking of attendance/feedback.3. Shares regular reports with internal stakeholders on the current performance trend including notes on process knowledge and relevant tools/SOPs by procuring and analyzing recorded data.4. Conducts Process knowledge and Quality sessions for the Operations team of more than 200+ associates globally. 5. Drove and keep up with new changes and share them with Operations with effective communication and presentation. Show less • Led and motivated a team of 16 investigators through 1:1s, behavioral and customer‑handling coaching and individual development plans. Monitored their capacity, production and quality.• Developed talent and managed team performance in order to meet and exceed customer satisfaction goals.• Manager in-charge for external escalations and referral TTs scoping 15+ MOs and $350k+ savings weekly.• Reported week on week analysis on DQ metric - Missed Abuse Opportunity below 20% of opportunities and Time to Detect abuse <30 days.• Set-up and regulated the Broadcasting Committee for the team responsible for driving change and engagement.• Manager in-charge for maintaining employee experience by analyzing Connections score trend for the department.• Represented team in Talent review OLR discussions.• Received STAR team of the month within two months of inception of team. Show less 1. Maintaining communication with Chargeback departments of external institution regarding dispute relevant data.2. Handling escalations from other departments and external institutions.3. Sending and receiving reports to internal stakeholders regarding process updates. 4. To work with senior leadership to drive strategic analysis to improve process efficiency.5. Exploring the process developmental areas and suggestions on SOP updates/new SOP requests, working towards them to enhance the quality. Show less

  • Program Manager

    Dec 2023 - now

  • Investigations Advisor (Chargebacks)

    May 2020 - Nov 2023

  • Manager I, Investigations (Buyer Abuse)

    May 2022 - Jan 2023

  • Transaction Risk Investigator (Chargebacks)

    Aug 2017 - May 2020