My experience spans customer operations, risk investigations, and analytics-driven roles, with a consistent focus on using data to improve decision-making, efficiency, and outcomes.

Investment Specialist

Amazon | Full-time
Oct 2024 – Feb 2026 | Remote

Operate in a data-intensive risk and investigations environment, analyzing customer and transaction data to improve decision accuracy, reduce fraud exposure, and support operational efficiency.

• Analyzed 2,000+ customer and transaction records per month using SQL and Excel to identify behavioral patterns linked to fraud exposure, contributing to a 15% reduction in risk-related losses

• Designed and maintained Power BI dashboards to monitor reinstatement KPIs, backlog trends, and decision accuracy, reducing average resolution time by 25%

• Partnered with operations and policy stakeholders to translate investigation outcomes into measurable metrics, improving prioritization and workload forecasting

• Automated recurring reports using SQL queries and Power Query workflows, reducing manual effort and improving data reliability for weekly business reviews

• Performed root cause analysis to support process improvements and policy alignment

Tools & Skills: SQL, Excel, Power BI, Power Query, ETL, data modeling, KPI reporting, risk analytics

Senior Process Associate

Accenture | Full-time
May 2024 – Sep 2024 | Gurugram, India

Supported service performance and operational reporting through KPI-driven analysis in a global operations environment.

• Developed KPI dashboards in Excel and Power BI to track service performance, SLA adherence, and customer impact, contributing to a 15%+ improvement in customer satisfaction scores

• Automated reporting workflows using Power Query and advanced Excel functions, reducing reporting turnaround time and enabling faster leadership decision-making

• Conducted root cause analysis on recurring service issues and presented actionable insights to stakeholders to support process improvements

Tools & Skills: Excel, Power BI, Power Query, KPI reporting, SLA analysis, stakeholder communication

Transaction Risk Investigator

Amazon | Full-time
Nov 2022 – Feb 2024 | Remote

Worked in a high-volume fraud and risk investigations environment, applying data analysis to identify patterns, reduce false positives, and improve detection accuracy.

• Performed exploratory data analysis on 1,000+ fraud cases per month using optimized SQL queries, contributing to a 20% reduction in fraudulent transactions

• Built Excel-based analytical dashboards using pivot tables and lookup logic to track fraud typologies, false-positive rates, and trend movement over time

• Delivered structured insight summaries to internal teams, enabling data-backed adjustments to detection thresholds and review strategies

• Conducted root cause analysis on recurring fraud patterns to support process and policy improvements

Tools & Skills: SQL, Excel, Power Query, ETL workflows, fraud analytics, transaction monitoring

Customer Service Assistant

iEnergizer | Full-time
Aug 2021 – Aug 2022 | Noida, India

Worked in a high-volume customer support environment handling premium escalations, with a strong focus on SLA compliance, issue resolution, and service quality.

• Maintained 95%+ SLA compliance while managing 100+ premium customer escalations daily using enterprise CRM systems

• Applied a structured, analytical approach to resolve complex issues under high-pressure conditions

• Identified root causes of recurring customer issues, contributing to improved handling efficiency and service consistency

• Built a strong foundation in customer journey mapping, service KPIs, and performance metrics used in service analytics

Tools & Exposure: CRM systems, SLA tracking, quality metrics, root cause analysis, stakeholder communication