Transaction Risk Management● Ecommerce Buyer fraud/Abuse Investigations/Payment methods● Process /
Operational Excellence● Change Management ● Risk/Quality Analysis● Process training ●Customer service
Effective and accountable in high-profile executive roles: Overcome complex business challenges and make high-stakes
decisions using experience-backed judgment, strong work ethic and irreproachable integrity
Ambassador of change known for successful implementation of performance management in organization by adhering to
organizational policies ensuring individual development monitored as per global standards.
ǁ PROFILE SUMMARY ǁǁǁǁǁǁ
● A result-oriented professional with 8 years of rich experience in Multiple Process Improvement Projects based on
operational excellence initiatives such as cross collaboration between operations and Quality teams, Performance
management standardization, Metric evaluation aimed at achieving organizational goals.
● Pioneered success in leading Teams to prevent , Detect and Mitigate fraud and abuse in E commerce, Quality
enhancement, Dollar loss reduction and productivity improvement using Lean & Six Sigma Methodology as well
as other Process Management tools
● Leading Strategic & Implementable transformation initiatives, creating eligible teams and developing large-scale
solutions based on Agile Methodology for business processes.
● Exceptional in spearheading smooth cross training programs to cross organizational teams & developing
procedures and service standards for business excellence while providing guidance and leadership to staff in
accordance with specified program objectives
● Adept in making decisions regarding the business process to enable end-to-end success through utilization of
business process, common tools and business practices
● Resourceful in steering improvement initiatives with focus on streamlining & managing operations with proactive
planning & introducing new concepts; known for setting out quality standards for various operational areas and
implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLAs
● Expertise in driving vision, deliverables, Lean Projects, managing cross-functional teams to support business and
ensuring achievement of committed service levels by optimizing utilization of resources, time and money of the
organization
● Hired 50+ Employees meeting all contract obligations.
ǁ AREAS OF EXPERTISE ǁǁǁǁǁǁ
~ Service Delivery – Email operations ~ Escalation Management ~ SLA Administration/ Compliance
~ Change Management ~ Business Process Re-engineering ~ Stakeholder Management
~ Scheduling / Hiring ~ Project Management ~ Quality / Risk Management
ǁ WORK EXPERIENCE ǁǁǁǁǁǁ
May’13 – July’19: Amazon.com, Hyderabad as Manager– Risk Operations
Key Result Areas
● Leading Teams Responsible for positive experience of all the customers who transact online and work towards making
Amazon the most safest and trusted place to transact online
● Leading smooth transition of processes and stabilizing the same; standardizing the process and ensuring compliance
with the guidelines
● Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level managing a team of 100+ Associates
● Improving the operational systems, processes and policies in support of organizations mission - specifically, support
better management reporting, information flow and management, business process and organizational planning
● Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on
improvements and achieving higher customer satisfaction matrices
● Imparting continuous on job training to the workforce for accomplishing greater operational effectiveness / efficiency
● Facilitating transition communications including compiling process information for reviews with customer information and
promoting new ideas and innovation for process development & overall organizational progress
● Deploying various methodologies to analyze various processes, recommending modifications to minimize escalations,
realize operational efficiencies.
● Part of hiring team - Conducted interviews for both internal and external hiring and recruited over ~50 potential
employees in walk-ins and campus hiring.
● Managed service operations for rendering and achieving quality services; provided customer support by answering
queries & resolving their issues and ensuring minimum TAT
● Pivotal in conducting employee satisfaction surveys and implementing solutions to improve on satisfaction index through
exclusive feedback mechanisms aimed at improving the transparency between employees and management for a span
of 100 + associates improving employee satisfaction index to above 4 rating out of 5.
Bhanu Kiran IVSS
Mobile: +91 9959392062 |E-Mail: ivssbhanukiran@gmail.com | www.linkedin.com/in/bhanu-kiran-ivss-1990

Significant Accomplishments
● Structured and conducted employee engagement & Rewards and Recognition programs aimed at employee satisfaction
quotient for over 300+ associates and supervisors.
● Recommended team building training programs for new joiners; ensured that trainings delivered to the team were put
into effect and feedback was given on the program success, thereby ensuring a transparent review of acquired talent
● Effectuated need-based process modifications after thorough analysis of data to targeting peaks & low volumes
● Implemented Lean methodologies on all Critical to Quality & Critical to Productivity metrics; this was made possible
through adoption of Quality & Training measures, including team meetings and trainings.
● Lead projects with cross functional teams like Instructional design, Product Management and Human Resources
● Evolved multiple efficient plans, aimed at creating domain expertise for cross-utilization of resources
● Successfully implemented operational excellence plans, thereby leading to an increase in efficiency (process and human
resource)
Projects Handled
● Performance Management Standardization- Aimed at improving the quality and productivity of associates in line with
organizational goals and implementing plans for individual growth of associates within the organization.
● GACD Efficiency improvement- Aimed at improving the effective utilization of resources to achieve optimal production
● SLA Improvement and Volume Reduction- Conducted Kaizen activities aimed at decreasing the incoming volumes
and effective handling of contacts received – First contact resolution model which ensured decrease in repeat contacts
by lowering the volumes and improving the SLA levels met.
Aug’11 – Mar’13: Serco BPO Pvt Ltd India, Hyderabad as Sr. Risk Analyst – client – Google Inc.
Key Result Areas
● Assisting in fraud investigations by reviewing accounts and transactions.
● Analyzing various forms of financial payment, fraud and account related abuse.
● Identified dynamic and flexible solutions to ensure that the level of performance is in line with the SLA (Service Level
Agreement)
● Recommended senior management with strong inputs on process improvements, systems & procedures
● Ensured timely submission of operations review and analyzed various reports including process dashboards & team
performance reports
● Drove continuous improvement through actively identifying such opportunities by taking quality initiatives and achieved
high-standard customer satisfaction
● Evaluated effectiveness of training & development programs; formulated or reviewed training strategy and determined
appropriate instructional methodologies and formats to train new and existing associates.
● Created and fostered a healthy environment which facilitated high performance of team members and accomplishments
of organizational goals
Significant Accomplishments
● Pivotal in training and coaching new joiners in the team and in setting up training curriculum to all the new batches.
● Successfully completed JDI (Just Do IT) projects in reduction of risk while processing non retail orders& productivity
improvement for the same.
● Successfully lead a team of 30 in peak season with all the SLA’s met for the season.
ǁ ACADEMIC DETAILS ǁǁǁǁǁǁ
● Bachelors in computer science engineering from JNTU, Hyderabad.
IT Skills: MS-Office (SharePoint, MS Office, Tableau)
ǁ CERTIFICATIONS ǁǁǁǁǁǁ
● Six Sigma Green belt certified
● MIP (Manager Integration Program) – Amazon
● Situational Leadership 2 – Amazon
● MGHD(Hiring Decisions)- Certified-Amazon
ǁ PERSONAL DETAILS ǁǁǁǁǁǁ
Languages Known: English, Hindi and Telugu