Dilip Kumar - PMP®

Experience

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  VishwamTek

  Dec 2007 - Aug 2010

  Co-Founder

  Group of 4 friends wanted to be entrepreneurs and they started a 15 seater BPO and made it to 200 seater adding two more locations in Hyderabad. We sold pin-less calling services to US and Canadian customers.I was in-charge of People, Hiring, L&D, escalations, Workflow, SLA, and many more

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  Amazon

  Feb 2011 - Dec 2022

  • Bagged 8 promotions in H1 2022 which is 40% of total promotions at investigator level• Maintained 100% connections score in segment of manager satisfaction• Conferred with Best Peak Team 2021, Star Team for Dec 2021 and Dream Team for April 2022• Set-up Refund Interface process to cancel orders on go which resulted in a saving of ~$2.21MM for 2021 and ~$5.21 MM till date• Worked on A-Z claims, launch of evidence collection from sellers resulted in 16.61 MM USD for 2022 till September• Launched:o JITT (Just in Time Translation Tool) which helped cutting down premium language resources, language dependencies reduced to 90% with saving of 33.9k USDo PL Claims which saved ~700K for 2022 H1o CSC Migration listed 91 features, which was needed to migrate to Nautilus Tool and closed it on May 2022. Have weekly calibration to with SD team o Light House Project is self-learning program used by 60% of specialty training Partnership with L&D and Video Production Team • Involved in defining roadmap, user research, defining user requirements, prioritization, by weekly sprint planning, strategy, supporting L&D team and delivery• Experience in managing stakeholders including ML, AI and Tech teams across the globe• Managed 10+ teams throughout with total Headcount ~150• Contributed in 72% of language/JITT team hiring for 2022 Show less Trusted seller referral, gave an option to trusted sellers to report abusive buyer opened a new abuse vector; yielded improvement from 2% to 12% within 4 monthsLanguage neutralization project which helped to understand complexity of language investigations and match productive goals with EN investigators, 120% improved productive goalsBrushing MO, made SOP to Identification and actions to be taken on accounts resulted in improved yield of 12%Tested and provided 80% of NCL (New Country Launch) UAT with 99.3% accuracyHelped L&D and Video production on content review, provided 32+ feedbacksDeveloped Weekly connect with ML to improve yields on NCL countries and MFN, 200% improvement noticedLaunched 6+ abuse vectors for MFN and 3+ improvement for emails/escalations space Show less

  • Manager I, Investigations

    Jul 2020 - Dec 2022

  • Program manger

    Apr 2019 - Dec 2020

  • Senior Investigator

    Oct 2015 - Mar 2019

  • Sr.Escalation Sales Tax Associate, Digital Specalist & CSA

    Feb 2011 - Oct 2015
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  Nivoda

  Mar 2023 - Jul 2023

  Operations Manager - Program Leader -Nivoda Express

  Led Nivoda Express program, which provides rapid diamond delivery within 1-2 business days in the UK and 2-3 days in the EU. Achievements include:* Increased sales by 6X, 50% reduction in delivery time, Reduced over cost by 50%, GMV rose from 69k USD to 200k USD, overcoming diamond price fluctuations* Collaborated across various teams, including finance, logistics, design, suppliers, buyers, tech, and product, to develop two efficient processes and the NE US launch.* Ensure that 98% of all teams align with the product roadmap, meet deadlines, and adhere to the plan accordingly. Show less

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  The Diamond Port

  Sept 2023 - now

  Program Manager (CEO Desk)