Experience

PROBE Group

• Australia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• CSS & Agile coach

  • Nov 2017 - Present

  Delivered: • Introduced JIRA Kanban and Agile work practices across My aged care Product, Department of health's government website, Technical Development and Operations Support teams• Led implementation of process improvements to the way requests for work are accepted, managed and delivered • Agile coach and mentor across Product, Technology and Operations teams• JIRA & Azure DevOps Admin function Delivered: • Introduced JIRA Kanban and Agile work practices across My aged care Product, Department of health's government website, Technical Development and Operations Support teams• Led implementation of process improvements to the way requests for work are accepted, managed and delivered • Agile coach and mentor across Product, Technology and Operations teams• JIRA & Azure DevOps Admin function



Amazon

• United States
• Software Development
• 700 & Above Employee

• Program Manager

  • Jun 2016 - Mar 2017

  Roles include:• Manage multiple competing cross-functional projects/programs simultaneously, some on a global scale.• Interact with engineers, technicians, project managers and senior management on a daily basis.Run meetings, create and maintain timelines, and keep large, diverse groups informed of progress and obstacles.• Work with engineers to develop detailed and creative solutions to complex problems, while keeping a watchful eye on timelines and costs.• Ensure consistency in deployed configurations and track exceptions for follow up.• Hosting scrum activities such as Agile sprints to evolve business processes and technologies.• Automate tasks through creation and maintenance of scripts and tools.• Engage internal and external customers/teams to define requirements, test data integrity, and verify business processes.• Experience with one or more project methodologies such as PMBOK, Agile/SCRUM, or similar• Excellent organizational skills and project tracking abilities; experience of procurement and logistics, strong focus and attention to detail; the ability to work in a very fast-paced, hectic, and energetic environment, yet able to maintain high quality standards; project/task prioritization and schedule development.

• Chargeback Investigator

  • Sep 2015 - May 2016

  Worked in representing the cases (both fraud and service chargebacks) with a high yield in recovery rate. Some of the responsibilities include:• Performing analysis and research of card related data (both credit and debit) including reporting on dispute trends, losses and decreasing bad debt. Also identified gaps, worked closely with management to analyze and identify dispute trends and implemented controls to mitigate loss and increase chargeback recoveries.• Providing a global reach for increasing recoveries by investigating payment dispute trends in all orgs.• Developing, testing and providing timely feedback on new tools for use in increasing bad debt recoveries and determined liability. Recognized system bugs, reviewed tool outages and other workflow issues and reported these promptly and clearly on time.• To identify new MO/ Fraud patterns and provide analysis on process adherence and risk involved in the processes and succinctly communicate trends and actionable solutions to QA leadership and Operational stakeholders.• Performing data-mining and analysis to support programs as well as identifying opportunities for quality improvements.

• Digital and Device Technical Support Associate (D2TS)

  • Jun 2014 - Aug 2015

  Handful experience in resolving the Amazon customer issue's regarding the troubleshooting of the kindle devices and digital applications used by the customers in their Kindle fire device. Few of my Responsibilities include:• Acted as the escalation contact point to handle unsolved daily contact for the front-lines and advise the resolution to drive the customer experiences on the usage of the Amazon’s various kindle devices including e-readers and tablets.• Deep dive and identify potential issues in the daily work and resolve in a timely manner.• Facilitates communication between CS Associates (CSA) and the management team via the ticketing process.• Proactively assists teammates with difficult customer contacts for both phone, chat and e-mail.