Neha Jha Email & Phone Number

Gurugram, Haryana, India

Gurgaon, India

Project & Operations Management- Strategized ideas for the Inventory Hold Abuse process to assure the sellers on the platform are not negatively impacted by the competitors - Collaborated with stakeholders to formulate guidelines to address customer concerns by finding root cause.- As the owner for the program, drafted Returns & Customer Policies and email communications in collaboration with legal team to improve consumer exp. - Configured Zendesk ticketing system for managing SLA & communication by collaborating with external & internal stakeholders to improve process efficiency.People Management- Currently managing Buyer Abuse with experience in end-to-end handling of the team. Also, responsible for the team’s performance, process training, quality & escalation.- Providing leadership & administrative support to the team(s) & directing them to achieve & improve SLA's, minimizing the impact of bad debt, achieving process improvement & focusing on the development of the team.- Delivering focused feedback loops for investigators based on performance & quality data. Rewarding strong performers & manage up or out weak ones. Also, keeping abreast of trends & fraud issues impacting the retail industry & preventing the fraud & abuse.- Analyzing the key levers of the business to identify trends & proactively improve efficiency & reduce time to new abuse MO. Closely working on carrying out high priority investigations related to account takeover, buyer abuse & internal compliance fraud.- Recruited top-quality investigators & coached team members on metrics & new processes.

- Managed a team of 5 investigators by providing efficient leadership to the team, handling shrinkage within target levels and ensuring high levels of motivation among the team.- Providing efficient leadership to the team, manage shrinkage within target levels, Ensure high levels of motivation among the team.- Worked as a core member in the Merchant Fulfillment project, which was designed to evaluate A-Z claims against abuse concessions model scores and proposed the friction mechanism which prevented $2.44MM of potential MFN Concessions and improved seller experience.- Coordinated with Stakeholders worldwide to work on the initiation, pre work audits, drafting and launch of the abuse SOP, which aimed at categorization and enforcement of abusive customers, based on a risk model.- Assisted in the launch of A-Z One Touch Claims program by coaching 19 investigators on Buyer Abuse Risk which enabled automation of simple claims and led to faster resolution of customer concerns. The cross-program training led to 25% automation of appeal rates and follow ups.- Handled workflow by monitoring the queue status, creating workflow assignment and ensuring 100% adherence on the same to ensure SLAs are met.- Proposed and led the productivity mentoring plan for the team. Post mentoring, the team exceeded their productivity goals, with the team achieving IPH (Investigation per Hour) of 20.3 against the goal of 16.1. There has been a 108% improvement in the overall team IPH.- Help build the platform for Guided Workflow for Abuse Risk by providing ‘System Answers Questions’, to improve process efficiency and move towards the goal of automation.

Bangalore

- Worked on automation projects, the aim of which was queue volumes reduction by improvising the queuing mechanism.- Conducted regular briefings for the team to discuss performance, organizational policies and process updates. Also collated feedback from the team and drafted an action plan for the same.- Worked on Country Head/Senior Leadership Escalations, potential Concession Abuse and acted as POC for multiple ECR tickets and provided Root Cause Analysis enabling us to provide the best possible solution to the customer.- Performed deep dives and testing for new tools aiming to drive automation and led the training and mentoring of automated tools and tool migrations.- As a Connections Ambassador, planned and executed various activities to bridge the gap between investigators and the leadership.