This document contains the resume of Avinash Sharma. It outlines his work experience as a Workflow Analyst and Transaction Risk Investigator at MRI (Merchant Risk Investigations) since 2013. It details his responsibilities like supporting investigators, monitoring workforce availability, handling workflows, investigating suspicious merchant activity, and participating in special projects. It also lists his educational qualifications, professional certifications in Six Sigma and SQL, and achievements in academics, sports and work.

1. AVINASH SHARMA
avinashsharma1019@gmail.com
+91- 9052062485
Workflow Analyst and Transaction Risk Investigator, MRI (Merchant Risk Investigations)
Proven Expertise
 Working as a workflow Analyst since March 2013
 Supporting 75+ investigators in a shift and doing Real time monitoring of workforce, checking avaialability of
systems and assigning the same
 Handling Workflow, as in to get work done in a SLA (Service Level Agreement) as per the company and also
looking into capacity management
 Supporting 220+ FTEs across HYD and BLR site reporting to 10 different managers, assigning work as per the
skill set, distributing in different shifts as per the requirement and skillset
 Documentation and maintaining Intraday, WTD and YTD SLA targets
 Investigate and analyze suspicious merchant activity and behavior that could pose a risk to Amazon.com, our
buyers, or other merchants
 Communicate via email and telephone with buyers, merchants, and other external entities to make informed
decisions about merchant risk
 Maintain Amazon’s site quality by enforcing Amazon’s Policy Guidelines
 Be Aware of and identify new fraud patterns and trends among merchant accounts. Take appropriate action to
identify and minimize the risk posed by such trends
 Participate in other special projects/assignments as necessary
Professional Certifications
Six Sigma White Belt Certified- Can work on local problem- solving teams that support overall projects, but may not be
part of a six sigma project team. Understands basic Six Sigma concepts for an awareness perspective.
SQL- Creating tables, writing SQL queries to extract info/data from table. Useful in making automated reports.
Educational Qualification
Gurunanak Engineering College, Information Technology, Hyderabad (2008 – 2012)
B. Tech in Information Technology | Passed out with 63% aggregate
Professional Experience (July 2nd
2012 – Till date)
Have been working with Amazon.com, as a Transaction Risk Investigator and Workflow Analyst (Merchant Risk
Investigations)
Jan 2013 -Till date, Workflow Specialist
 Working on streamlining the process as a WFL specialist. Making staffing changes as per the incoming
volumes/patterns.
 Volume forecasting, Capacity Scheduling process wise and looking iinto the required headcounts -process
wise and sharing with Hiring Team in order have appropriate numbers in future.
 Making automated reports using SQL and Excel.
 Assigning work as per skillset and get it done in given SLA (service level agreement) to give a
better customer experience

2. AVINASH SHARMA
avinashsharma1019@gmail.com
+91- 9052062485
 Real time sampling of productivity for adherence to task processing
 Handling approx a team of 50 investigators across different sites and assigning work as per queues nearing
SLA (service level agreement)
 Worked with BPR analyst to get the volumes coming in each week and capacity available from managers to
cover all Shifts and meet SLA
 Real time monitoring of workforce, checking avaialability of systems and assigning the same.
 Real time adherence, monitoring and communication
 Reporting on capacity and volumes inflow (By studying how much capacity is required on what time period).
 Documentation and Maintaining intraday and weekly SLA’s
 Identification and documentation of Gap analysis based on forecast and capacity weekly
 Checking into planned leaves availability for all employees (aprox 150 employees) and support on getting
investiators trained on more queues as per the performance
 Developed and prepared proposals for process and workflow improvement also provided workflow
management services to ensure smooth organizational operations
July 2012- Jan 2013, Transaction Risk Investigator
 Work on 9 different queues and 100+ cases in a day which includes evaluation on fraud/performance/review
and customers mails regarding the suspension/termination of the accounts
 Investigate on seller accounts and analyze suspicious activity to avoid fraud transactions and be bes t at
giving customer experience
 Detecting new fraud patterns and applying into process to avoid misses on the same
 Give best customer experience on an investigators level by avoiding fraud transactions/account compromise
and loss of funds
 Investigating on accounts and avoid counterfeit/fake items getting delivered to buyers to give a better
customer experience and this falls under product quality
Project
STAFFING TOOL
 Created a tool using SQL and Excel where in managers will input the changes in alignment, new trainings and
changes in shifts and automatically making changes in the database for clear picture on resources in different
teams.
 Decreases number of mails going around for any changes and decreases the probability of mistakes.

3. AVINASH SHARMA
avinashsharma1019@gmail.com
+91- 9052062485
OPERATIONAL DECK
 Automated report showing Long term forecast, short term forecast and actual incoming using Excel and
publiching it with Variance on Daily and Weekly basis.
 Also shows capacity in hand, expected resolves and actual resolves- Team wise.
Achievements
General
- Aug 2002 - Awarded third place in the All-India Math Olympiad
- Mar 2009 - Awarded first place in the Paper Presentation event of CARPEDIUM, the Technical fest of CBIT
Engineering College (Virtual Hacking)
- Feb 2012 - Was awarded Sports Boy of the year 2012 in college (football)
Sports
- Played nationals in football at school level, played for JNTU-H University during college
- Played c division cricket league
- A national level athlete
- Represented AMAZON in National level KF football tournament and stood runnersup