Lavanya Joshi

PROGRAM MANAGER
Bangalore, India | P: +918448402622| joshi.lavanya07@gmail.com

WORK EXPERIENCE

Program Manager Jun 2022– Present

Amazon Development Centre- Bangalore, IN
● Achieved 92% reduction in investigator errors for High Value brands through strategic implementation of brand-specific guides.
Increased reference adoption from 4% to 88% within 3 weeks.
● Collaborated cross-functionally with operations, Legal, Policy and Business team to create knowledge base for specialized training
impacting decision quality amongst 100+ resources
● Responsible for creating and implementation of defect detection model to co nsolidate, capture, classify and align business priorities across
various teams thereby increasing the incident mapping accuracy by 62%
● Identifying 70+ snowball issues and spearheaded Snowball project to accurately detect and assess impact of conflicting a nd consensus
decisions on customers.
● Strategized implementation metrics for snowball queries (for High value brands). As part of the first phase reduced the volumes of
repeat contact by 21.23%
● Contributed to universal investigations and seller experience standardization by collaborating with 4 external program and overhauling the
Invoice vetting guide reducing volumes for counterfeit appeals cases by 54.62% (41.6K)

SEPO Translation Specialist Aug 2020 – Jun 2022

Amazon Development Centre- Bangal or e, IN
● Successfully achieved a significant 142bps reduction in user queries for 3 Major IP infringement scenarios by streamlining reporting
mechanisms and implementing enhanced coaching guidelines.
● Developed and implemented a 2-week training module for RA GAP, achieving > 90% satisfaction score and 75 accolades ,
empowering confident and successful New Hire advisors.
● Implemented a collaborative approach with operations to conduct Week on Week manual DQ audits, enabling identification and
classification of system defects.
● Provided custom ized feedbacks enhancing decision accuracy by 164 bps in 3 months and close-looped 17 process related gaps

SPRO Language Investigator Aug 2018 – July 2020

Amazon Development Centre- Bangalore, IN
● Worked in RA Infringement Complaints domain in the past, where the core responsibility was to handle reports from Rights owner and
other stake holders.
● Identified and proposed leading Root Cause for high defect trends amongst language for Copyright Infringement driving down defects
by 12%.
● Identified potential policy gaps in bad vector identification. Proposed additional verification step later adopted in the process SOP.
● Charted Process Knowledge Tests and huddles covering critical issues at team and site level.

EDUCATION
Jawaharlal National University- New Delhi, India Jun 2016– May 2018
Master in German Translation& Interpretation

Miranda House (Delhi University)- New Delhi, India Jun 2012–May 2015
Bachelor’s in Political Science in Economics&Political Science

Additional
Languages: Fluent in English; Conversational Proficiency German
Certifications & Training: Project Management Course from IIM Rohtak, German Language Certification(C2)- Goethe Institute, New
Delhi

SKILLS
● Agile Methodologies ● SQL Beginner ● Lean Six Sigma ● Stakeholder Management
● Root cause identification ● Process ● Project Management ● Multilevel Collaboration
Improvement