Davis P.

Experience

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  First Red -The Flower SHop

  Dec 2003 - Nov 2004

  Customer Service Agent

  Worked as a Customer Care Agent at First Red - The Flower Shop. Responsibilities include - Sales, Marketing, and Customer Care for order placed by customers

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  E2E Serwizsol Limited (Tata Subsidary)

  Dec 2004 - Sept 2005

  Customer Service Associate

  Customer Service Associate - Handling and Resolving customer issues related to TATA postpaid Telephones

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  Amazon

  Sept 2005 - May 2017

  Lead a team of ~250 employees consisting of Operations Manager, Front line Managers, Sr investigators and Investigators @ TRMS. Ownership to meet Service Levels, Decision Quality, Process Improvement, Automation and false +ve reduction at process level & also ensure team/people development through continuous coaching and feedback. In 2012, Built and lead new investigation processes such as Product Quality and Seller Fraud Squad across India (HYD+ BLR). Partnered with Engg/program teams to Define operational metrics while also contributing on improving ML models, queuing yield. Extensively involved in hiring, grooming and developing people while meeting operational metrics. Leading an operation team of Merchant Risk Investigations & responsible for hiring, training, coaching, performance evaluation, career development and meet operational annual metrics. The team grew from 17 investigators in 2010 over 150 by end of 2012 As a CSM I was responsible for managing 60+ investigators with 5 team leads a 1 QA. Core responsibility to ensure that the team meets Productivity, and Quality goals and actively contribute on achieving the Service Level Agreements. Ensure timely 1-1, coaching feedback provided to investigators and Drive Leadership and Effective team management from my Leads. Lead and develop a team of Amazon AssociatesCommunicate policies to Associates and act as the primary information source for the team, maintaining compliance and consistency and taking corrective action when neededDevelop performance goals and objectives to achieve customer promise expectations and ensure accuracy and qualityCreate, manage and support recognition and communication programsPartner with the management team to establish and maintain quality control standards Timely response to customer Queries. Meet Quality an productivity Targets

  • Manager Operations - Policy Abuse Risk Investigations

    Mar 2014 - May 2017

  • Ops Manager II - Product Quality Investigations

    Sept 2012 - Feb 2014

  • Manager II - Merchant Risk Investigations

    May 2010 - Sept 2012

  • Customer Service Manager

    Aug 2009 - Apr 2010

  • Customer Service - Team Lead

    May 2006 - Aug 2009

  • Customer Service Associate

    Sept 2005 - Apr 2006
• 

  Accenture

  Jun 2017 - Feb 2018

  Service Delivery Manager - Trust & Safety

  Lead a team of Technical Web Developers/Sr Analysts @Accenture for one of our high profile account. Responsible for en-to-end Management of the Product.Delivered high performance on key operations metrics such as Service levels, Productivity and utilization of team by 3X.

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  Lumina Datamatics

  Nov 2018 - Feb 2019

  Risk Management Consultant

  Set-up Payment Risk, Fraud & Compliance service lines for e-Commerce clients.Create standard operating procedure & policies for various programs (Seller/Buyer/Branding etc…)Act as an input leader for pre sales teams.End-to-End Operations and Service Management.

• 

  Wipro

  Feb 2019 - now

  Delivery Head

  * Leading a Large team in Payments Risk, Fraud detection, Merchant onboarding under Trust & Safety vertical for a Leading E-commerce Client.PnL Management and Margin ImprovementEfficiency GainsInsights and Project DeliverablesMonitor Site performance against key business metric.Staff Utilization, Headcount reconciliation, Employee Motivation, RnR and Attrition Management.