Pranjali Mitai

Experience

• 

  Amazon

  Jul 2014 - now

  - Lead weekly meetings to re view metrics including investigation quality, SLA's, and system misses. Identify root ca uses and create action plans to address. Hold team members accountable for progress on key program actions.- Ensure that effective controls are developed and maintained across the organization. Take s corrective action, as appropriate. Strong commitment towards goals and outcomes and to ensure the completion within established time frames. Drives and facilitates moderately complex projects to improve internal tools /SOP’s; focuses on results and measuring attainment of outcomes.- Continuous Reporting on progress of multiple projects, providing regular updates to senior management on various efficiency and decision quality goals.- Drive a Zero Defect culture by managing controllable root-cause defects and ensure implementation of controls and minimize losses.- Own and/or partner with the global process owners, site leaders, operation managers and external stakeholders in identifying, defining and executing various process improvement projects.- Develop and/or influences new ideas/approaches. Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments. Develops strategies to enhance decision making. Show less - As advisors we work across team(s) and Ops organization WW to enable investigators to take right action for customer and drive business metrics.- We Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship.- We are responsible to drive results as in a production environment and are accountable for responding and solving investigator queries within a defined SLA as per target. - We are responsible for investigator query resolution with minimal repeat contacts and establish communication in developing investigators for basic production work.- Train and mentor fellow peers on different processes.- Managed the bottom quartile performers on a regular basis and provide feedback, tips, training and any other help required accordingly.- do multiple audits and have applied multiple strategies to improve the work process.- Prepare, training content and conducted training for the team on handling the complex investigations based on the defects trend where extensive deep dive is required.- Help training Team as an SME for in preparing the training Agenda and content support.- Prepare Standard operating procedures for the process to improve the quality of work.Process Improvements and Project Management: -As Advisors, we identify operational inefficiencies that can be removed and existing procedures/SOP's be enhanced. - Define and track reporting of critical business metrics. Own weekly report out on critical metrics to leadership and partner teams. - Analyze complex operations and financial data sets to identify process and product defects. Publish project trackers and flashes to keep project stakeholders informed about project status.- Own regular cadence of business reviews with operations teams to audit ongoing performance against key metrics and program goals. Show less -Contribute or lead projects which reduce fraud-related losses while maintaining focus on positive customer experience; -Assist in the development of new tools for use in fraud prevention; -Identify, communicate, and champion process improvement opportunities that reduce bad debt and customers; -Recognize system bugs, tool outages and other workflow issues and report these promptly and clearly; - Create and implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements that can be shared and duplicated across teams - Support timely and efficient service to all customers serving as the first point of escalation and manage escalations as appropriate with the highest priority. - Analysis of large sets of data to identify anomalies and track fraud trends, initiating deep dives to detect fraud. - Clear and timely documentation and communication of new MO's See less Show less -To identify fraud patterns that would have a direct impact on the bad debt rate for amazon.com.Recognize and escalate new trends and patterns.-Ability to analyze multiple data points to quickly and gauge risk. -Maintain the confidentiality of all information obtained during the investigations process.-Maintain individual accountability for performance metrics, ensuring ever-increasing levels of productivity and accuracy against established goals.- Investigate credit card disputes and make decisions regarding their validity based on available internal and card brand policies and 3rd party data and in accordance with defined SOP’s- Create clear, concise and compelling documentation to respond to disputes.- Communicate via email and telephone with external and internal customers to make informed decisions about risk.- Contribute to other special projects which reduce chargeback losses while maintaining focus on positive customer experience.- Recognize system bugs, tool outages and other workflow issues and report these promptly and clearly Show less - Use a wide range of internet and in-house tools to research transactions and gather data to make accurate decisions- Investigate credit card disputes and make decisions regarding their validity based on available internal and card brand policies and 3rd party data and in accordance with defined SOP’s- Use a combination of manual and automated tools to obtain information.- Create clear, concise and compelling documentation to respond to disputes.- Take appropriate actions to identify and help minimize Amazon’s financial, legal and reputation risk- Maintain high levels of confidentiality and data security standards- Achieve weekly productivity and quality standards for investigations Show less

  • Learning Experience Designer- Program Manager I

    Mar 2021 - now

  • Risk Operations Manager

    Jul 2020 - Mar 2021

  • Global process Advisor (Senior SME)

    May 2018 - Jul 2020

  • Senior Investigations Specialist for Chargeback Operations

    Sept 2016 - Apr 2018

  • Risk Investigations Specialist for Chargeback Operations

    Mar 2015 - Sept 2016

  • Risk Investigator Specialist - Investigator Intern

    Jul 2014 - Feb 2015