Risk Management Coordinator at Amazon Development Center India Pvt. Ltd. (2021-11 – Present)
Safeguarded global marketplaces through policy-driven risk assessments, fraud mitigation, and cross-functional compliance enforcement.
- Conduct policy-driven risk assessments for KDP publishers across US, UK, and EU marketplaces, reviewing 200+ weekly digital submissions with 99% compliance accuracy to safeguard platform integrity.
- Mitigate pricing-related risk using the DPS tool to compare cross-platform digital price points, enforcing policy compliance through structured warnings or account terminations.
- Investigate and address review abuse, including bot-generated, incentivized, and coordinated rating manipulation, protecting marketplace credibility and customer trust.
- Perform root-cause analysis on escalation trends, contributing to a 30% reduction in repeat escalations and strengthening internal risk controls.
- Improved turnaround time by 20% through workflow optimization, queue prioritization, and SOP-driven decision standardization.
- Collaborate with Legal, PR, CRM, and Operations teams to resolve high-impact cases and ensure consistent enforcement across global digital marketplaces.
LLM Evaluator - Freelance at Deccan AI (2026-03 – Present)
Enhanced large language model reliability through prompt evaluation, error detection, and iterative refinement.
- Contributed to supervised fine-tuning (SFT) and reinforcement learning from human feedback (RLHF) for large language models.
- Designed and evaluated prompt-responses datasets across multiple domains to improve instructions following and contextual accuracy.
- Strengthened model reliability by identifying errors, rewarding optimal outputs, and iteratively refining responses.
Senior Representative Operations (German Language) at Concentrix Daksh Services India PVT Ltd. (2019-02 – 2021-11)
Delivered cross-border customer support in German, resolving complex payment and account issues with 98% satisfaction in high-volume e-commerce operations.
- Handled end-to-end customer queries related to orders, payments, refunds, account issues, and post-sales support while adhering to SLA and quality benchmarks.
- Supported a high-volume B2C (Business-to-Consumer) e-commerce environment, managing 100+ daily customer interactions across EU, UK, and US marketplaces.
- Provided support across multiple seller models including FBA (Fulfilled by Amazon) sellers, Warehouse sellers, and Third-Party marketplace sellers, ensuring accurate resolution aligned with platform policies.
- Investigated and managed chargeback cases, billing discrepancies, and payment disputes, coordinating with internal teams to ensure timely and policy-compliant resolution.
- Prioritized high-volume queues to maintain 6–7 minute Average Handling Time (AHT) while sustaining 98% customer satisfaction (CSAT).
- Documented recurring customer and seller concerns and collaborated with internal stakeholders to improve service clarity and resolution workflows.
- Maintained consistent SLA adherence in a cross-border marketplace environment requiring strong attention to policy, compliance, and customer experience standards.
