Manisha Sahai

• One Touch Claims (OTC), January 2022- Currently Working.

- Moved to claims in January 2022 and currently working on A to Z claims on the French Marketplace. Providing timely resolution of the claims raised while ensuring better customer experience. Also, taking care of the seller rights on the Amazon platform.

- Look after client's fund transaction and adjustment of Funds as part of Merchant Credit Team.

- Taking decisions on client's funds approval and denial as a higher financial process of Disbursement Appeal Process team.

- Weekly calls with the business team regarding process changes/updates and SOP's.

- Working quickly and effectively to take actions against requests and incidents of escalated issues.

• Product Authentication Team as Authentication Specialist (French), August 2020-November 2021.

- Part of the PAT 'Worldwide Buddy Group' in the month of - September,2021. Provided maximum assistance to zero DQ, zero escalations and make every investigator more efficient and confident with the process.

- Mentored in the month of September. Ensured effective learning of process knowledge for 6 weeks. Conducted 100% audits of all the cases on a daily basis. Daily refreshers were being conducted in order to bridge the process gap.

- Contributed in the worldwide PAT Escalations Learning Series being published twice a week. Took live escalation cases as part of the learning series and presented the ideal action suggested as per SOP, which could have prevented the escalation by addressing the seller's query.

- Contributed in auditing nearly 150 cases by holistically reviewing the investigations handled and identified whether the policies were thoroughly followed or not. Audited cases while reviewing the number of operations opportunities lost by investigators while providing final resolution to the seller.

- Active participation of the Time and Motion Analysis of New Gating GWF template in September 2020.

- Contributed in publishing of regular team MOM on weekly basis while highlighting the key points discussed during the meeting. Supported in the PAT monthly PKT report published worldwide.

- Was an active member of the Buddy Group of Hyderabad site. Contributed in resolving the maximum case queries of investigators within 6 months of tenure.

• Transaction Risk Investigator (French) from July 2019-August 2020.

- Worked on an L6 escalation by supporting the audits of 120 cases within a time period of 2 days while ensuring proper resolution.

- Detecting, reporting and fixing of poorly performing systems using agreed monitoring tools and process.

- Working on documents- KYC, Invoices and appeals.