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Pankhuri Puri

Managing complex investigations, analyzing operational data, and driving SLA improvements through data-driven decision making.

Delhi

7+ years of work experience

Amazon
Aug 20232 yrs 11 mosPresent

Manage high-volume account verification and change requests across Retail, Business, and Accessibility workflows Analyze case trends and operational data to identify patterns impacting SLA and reduce repeat contacts Support reporting on performance metrics to track quality, accuracy, and efficiency Maintain 98–99% audit accuracy while handling sensitive account changes and escalations Act as Subject Matter Expert (SME), supporting team members and resolving complex operational queries Support North America transition through knowledge transfer and process alignment Collaborate with cross-functional teams to identify gaps and improve operational efficiency Contribute to process improvement initiatives by identifying recurring issues and recommending solutions
Amazon
Aug 20232 yrs 11 mosPresent

Manage 50–60 high-risk account investigations daily across multiple queues. Handled queues including Repeated Contacts, Retail, Accessibility, Business Accounts, and Amazon Locker. Reduced repeat contacts by 15–20% through root cause analysis and corrective action recommendations. Maintained 98–99% audit accuracy through verification checks and policy enforcement. Consistently achieved 95%+ SLA adherence in high-volume environments. Collaborated with cross-functional teams to resolve complex cases and improve workflows. Trained peers on process updates and queue handling, improving team accuracy. Provided SME support for escalations and conducted audits ensuring audit-ready processes.
Perion Human Capital Solutions Pvt Ltd
Jan 20162 yrs 7 mosJul 2018

• Managed daily operations, scheduling, and reporting to ensure business continuity. • Led performance monitoring, appraisals support, and corrective action planning. • Handled employee grievances, counseling, and policy compliance initiatives. • Acted as liaison between management and staff to improve engagement and transparency. • Supported audits, process implementation, and administrative controls.
Perion Human Capital Solutions Pvt Ltd
Jan 20162 yrs 7 mosJul 2018

Managed daily operations, scheduling, and reporting to ensure business continuity. Led performance monitoring, appraisals support, and corrective action planning. Handled employee grievances and policy compliance initiatives. Supported audits and administrative control processes.
iYogi
Jul 20141 yr 2 mosAug 2015

• Delivered advanced software and hardware troubleshooting with quick turnaround time. • Supported Non-Entitlement and Warranty Support queues. • Coordinated with technical, sales, and renewals teams for end-to-end resolution. • Maintained documentation accuracy and SLA compliance.
Jun 20131 yr 1 moJun 2014

• Provided technical support for AT&T internet services, resolving connectivity and network issues. • Assisted customers with modem configuration, troubleshooting slow speeds, and service disruptions. • Guided users through step-by-step resolutions to restore internet functionality. • Ensured accurate documentation and maintained SLA compliance for all cases. • Coordinated with backend teams for service activation, line checks, and technical escalations.
Jun 20131 yr 1 moJun 2014

Provided technical support for AT&T; internet services and connectivity issues. Ensured accurate documentation and SLA compliance. Coordinated with backend teams for service activation and escalations.

Education

Punjab technical university

Bachelor of Business Administration

Punjab technical university

20113 yrs2014
Guru Harkrishan Public School

Higher Secondary (Class XII)

Guru Harkrishan Public School

20081 yr2009

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Headline

Managing complex investigations, analyzing operational data, and driving SLA improvements through data-driven decision making.

About

I am an operations professional with 10+ years of experience across risk & compliance, customer operations, and process improvement. In my current role at Amazon, I manage high-volume account investigations, analyze operational data and trends, and support SLA improvement through data-driven decision making. I have experience working across multiple workflows including retail, business, and accessibility, and have handled complex cases requiring accuracy, compliance, and strong problem-solving. I have also worked as a Subject Matter Expert (SME), supporting team members and contributing to knowledge transfer during North America transitions. I am currently transitioning into data-driven roles, with a focus on reporting, analysis, and improving operational efficiency through structured insights.

Location

Delhi

Work experience

ASCS Sherlock Associate at Amazon, Aug 2023 - Present · 2 yrs 11 mos, Manage high-volume account verification and change requests across Retail, Business, and Accessibility workflows Analyze case trends and operational data to identify patterns impacting SLA and reduce repeat contacts Support reporting on performance metrics to track quality, accuracy, and efficiency Maintain 98–99% audit accuracy while handling sensitive account changes and escalations Act as Subject Matter Expert (SME), supporting team members and resolving complex operational queries Support North America transition through knowledge transfer and process alignment Collaborate with cross-functional teams to identify gaps and improve operational efficiency Contribute to process improvement initiatives by identifying recurring issues and recommending solutions

Account Specialist at Amazon, Aug 2023 - Present · 2 yrs 11 mos, Manage 50–60 high-risk account investigations daily across multiple queues. Handled queues including Repeated Contacts, Retail, Accessibility, Business Accounts, and Amazon Locker. Reduced repeat contacts by 15–20% through root cause analysis and corrective action recommendations. Maintained 98–99% audit accuracy through verification checks and policy enforcement. Consistently achieved 95%+ SLA adherence in high-volume environments. Collaborated with cross-functional teams to resolve complex cases and improve workflows. Trained peers on process updates and queue handling, improving team accuracy. Provided SME support for escalations and conducted audits ensuring audit-ready processes.

Administrative Team Lead at Perion Human Capital Solutions Pvt Ltd, Jan 2016 - Jul 2018 · 2 yrs 7 mos, • Managed daily operations, scheduling, and reporting to ensure business continuity. • Led performance monitoring, appraisals support, and corrective action planning. • Handled employee grievances, counseling, and policy compliance initiatives. • Acted as liaison between management and staff to improve engagement and transparency. • Supported audits, process implementation, and administrative controls.

Human Resources Team Lead at Perion Human Capital Solutions Pvt Ltd, Jan 2016 - Jul 2018 · 2 yrs 7 mos, Managed daily operations, scheduling, and reporting to ensure business continuity. Led performance monitoring, appraisals support, and corrective action planning. Handled employee grievances and policy compliance initiatives. Supported audits and administrative control processes.

Technical Support Officer at iYogi, Jul 2014 - Aug 2015 · 1 yr 2 mos, • Delivered advanced software and hardware troubleshooting with quick turnaround time. • Supported Non-Entitlement and Warranty Support queues. • Coordinated with technical, sales, and renewals teams for end-to-end resolution. • Maintained documentation accuracy and SLA compliance.

Technical Support Officer at Convergys India Pvt.Ltd., Jun 2013 - Jun 2014 · 1 yr 1 mo, • Provided technical support for AT&T internet services, resolving connectivity and network issues. • Assisted customers with modem configuration, troubleshooting slow speeds, and service disruptions. • Guided users through step-by-step resolutions to restore internet functionality. • Ensured accurate documentation and maintained SLA compliance for all cases. • Coordinated with backend teams for service activation, line checks, and technical escalations.

Technical Support Officer at Convergys India Pvt. Ltd., Jun 2013 - Jun 2014 · 1 yr 1 mo, Provided technical support for AT&T; internet services and connectivity issues. Ensured accurate documentation and SLA compliance. Coordinated with backend teams for service activation and escalations.

Education

Bachelor of Business Administration, Punjab technical university

Higher Secondary (Class XII), Guru Harkrishan Public School