Sameer Yadav Email & Phone Number

San Diego, California, United States

As as Manager III, Program Management for WorldWide Gift Card Operations, I am responsible for a) protecting Customers from authorized use of payment method for gift card purchases, prevent misuse of their accounts, gift card balance and performing these fraud evaluations without delays, b) reduce brand reputation risk to Amazon, mitigate losses due to chargeback/bad debt, achieve growth for gift card businesses - Amazon and third parties, c) support other Amazon businesses using Gift Card as refund, trade-in (exchange), retention (goodwill) and other use cases to offer immediate solutions, d) enforce Gift Card policy by identifying and taking actions on accounts demonstrating non compliances, e) support legal investigation.

Mumbai Area, India

RESPONSIBILITIES• Responsible for Shipping operations for the new Marketplace based business, focusing on 3PL Operations• Driving Dispatch to Delivery Performance for Prepaid & COD; Air and Surface across pan India & multiple Logistics Service Providers• Support Omnichannel model; Ship from Store, Return to Store, etc• Seller alignment of Unistore Returns, Creating policy for Customers and managing returns operations• Launch New & innovative solutions for Buyers and Sellers (Small, Large)• Building and managing business continuity for Shipping

Bangalore

• Responsible for manual investigations Ops for India and Global Marketplaces• Delivering to Customer and Business defined requirements – Core and Non Core KPIs related to Decision Quality, Defect, Productivity• Employee engagement and growth• Identifying opportunities & developing plan to improve Customer experience across all lines of businesses

Mumbai Area, India

RESPONSIBILITIES• Responsible for Marketplace based 3PL Shipping program, “PowerShip”• Driving Transaction to Delivery Performance, Buyer and Seller NPS, spend reduction• Reduce Contact from Buyers and Sellers by reducing friction / complaints• New & innovative solutions for Buyers and Sellers (Small, Large)• Expansion of Cash on Delivery / Offline payment methods• Building and managing business continuity for Shipping

Mumbai

MARKETPLACE RISK• Trading policies – Buying & Selling• Spend vs Budget• Identifying Risk / Fraud / Intent• Risk Mitigation• Grievance and Dispute handling• Customer ServiceCONTACT CENTERRESPONSIBILITIES• Evaluation of OS Vendors and supporting OS partner decision through RFP process• Spend Management (per contact/ Production hour) vs Budget• Forecasting Volume / Contacts and headcounts• Contract Negotiations• Relationship Management / Performance reviewASSISTANT MANAGER CS OPERATIONS @ eBay India RESPONSIBILITIES• Responsible for Inhouse CS team for Chats, Phones and Emails• Supporting business promotions through capacity and extended availability• CS Projects and change managements

Pune Area, India

RESPONSIBILITIES• Process Training for EMC, L1 Support• Queue Performance – AHT, Service Level & Escalations• Business ReviewsACHIEVEMENTS• SPOC for all Client Business reviews• Awarded Hiring and Training responsibility for the Program

Vashi, Navi Mumbai

RESPONSIBILITIES• Training, Performance Management, People Management• Understanding of Multiple Processes and Business for Performance ManagementACHIEVEMENTS• Multiple Quarterly award for Highest Individual and team Satisfaction