Reopened 5,293 stalled fraud investigations after the Amazon Pay launch
After the Amazon Pay launch, 5,927 investigations had missed their SLA with too few investigators to clear them, and those customers could not create wallets; I designed and built a tool that reopened them for investigators in record time.
- Fraud and risk
- Payments
- Delivery
5,927
blocked investigations processed
5,293
reopened for investigators
the rest were already resolved or invalid
What would have happened
Thousands of customers stay blocked from creating wallets while an understaffed team works the backlog by hand.
The call
Build a generic bulk tool quickly and let investigators spend their time on the cases themselves.
What I did
Designed and built a command-line bulk action tool, ran it against all 5,927 tasks and accounted for every failure.
What changed
5,293 investigations went back to investigators, the weekly report recorded the delivery as on time, and the tool was later extended for another use case.
Proof
The original documents are held in my private record and can be shared on request.