Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Sandeep Madurai Raghavan

Sandeep Madurai Raghavan

Hyderabad

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Program Manager (Level 5)

Amazon
07.2024 - Current
  • Led creation of a buyer abuse prevention SOP, achieving $150K in pilot savings with 99.84% customer experience accuracy.
  • Developed a new operational concession leakage metric driving a 10% improvement goal, improving weekly reporting and insights.
  • Streamlined SOP approval workflows, cutting approval timelines by 40% and achieving a 90% approval rate within 30 days.
  • Partnered with global teams to refine 69+ SOPs, reducing complexity by 35% and boosting operational efficiency.
  • Led customer behavior management initiatives by implementing intent-based segmentation and targeted programs, achieving a 55% reduction in suspected abuse rates and a 29% improvement in customer resolution metrics. Successfully piloted enforcement programs across high-risk customer segments, realizing operational savings of over $115K through reduced returns and concessions. Secured leadership and legal approvals to scale these initiatives. Year-to-date 2025, delivered a Net Concession Recovery (NCRC) impact of $4.9MM.
  • Build a data-oriented culture, adopt technical solutions and drive process improvement projects to achieve operational and business goals.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.

Training Specialist and Program Manager (Level 4)

Amazon
07.2021 - 06.2024
  • Delivered onboarding and process training for 900+ associates, achieving 99% training effectiveness and 94% learner satisfaction.
  • Designed self-paced learning modules and simulation tools, improving learner survey scores by 300+ basis points.
  • Drove defect reduction initiatives resulting in a 4200 bps improvement in investigation accuracy and 2250 bps in customer experience metrics.
  • Led professional development sessions for 600+ participants with a 93% average satisfaction rate.
  • Mentored new trainers and investigators, improving trainer performance scores by 309 basis points and supporting career growth.

Subject Matter Expert

Amazon
06.2020 - 07.2021
  • Mentoring new hires or Tenured associated with the process across Bangalore, Hyderabad, London and San Jose Sites.
  • Performing Quality Audits for the Process and analyzing the quality of Investigations.
  • Performing detailed analysis of the Audits and sharing the analysis reports with the management/Stakeholders.
  • Taking regular quality huddles for the team based on Audit analysis.
  • Collaborating with the management, and key stakeholders, to create detailed business or project requirements, conduct gap analysis.
  • Connect Bi-Weekly connect with program managers and find any improvements or changes that needs to be done to standard operating procedures.
  • Create Weekly flash reports with data extracted from tableau and send reports to multiple stakeholders i.e. Operations, Programs' and Product team.
  • Creating Process Knowledge Tests for associates applying for roles within the process (IJPs).
  • Creating Flyers and contents using Photoshop or other multimedia tools based on reports generated from the Audits or any changes in the standard operating procedures.

Investigation Specialist

Amazon
03.2016 - 06.2020
  • Researching and evaluating facts surrounding buyer transactions.
  • Taking appropriate action on investigated transactions based on established SOP and tools.
  • Document the actions by providing detailed annotations.
  • To ensure that every e-commerce transaction is trusted, safe and protected from fraud.
  • To protect Amazon businesses exposed to customer abuse while maintaining the highest level of customer experience for our good customers.
  • Feeding Investigative data to AI Algorithms.
  • Identify abusive Modus Operandi from large data sets to prevent abuse.

Customer Service Associate

Amazon
10.2013 - 07.2015
  • Hired as a seasonal associate in October 2013 and converted to a full time employee on Feb, 2014.
  • Handling of customer related issues/ queries for North American Customers on various digital platforms and devices like Amazon App Store, Kindle devices, Amazon videos, Amazon MP3 app and Digital Games and Software.

Education

Bachelor of Technology - Computer Science

Jawaharlal Nehru Technological University
Nalgonda, India
06-2012

Skills

  • Content development
  • Strategic sourcing expertise
  • Program performance analysis
  • Regulatory standards oversight
  • Strategic planning
  • Stakeholder communications
  • Team development
  • Project coordination
  • Program reviews
  • Problem-solving

Certification

  • Instructional Design, Amazon - July 2022 - Oct 2022

Timeline

Program Manager (Level 5)

Amazon
07.2024 - Current

Training Specialist and Program Manager (Level 4)

Amazon
07.2021 - 06.2024

Subject Matter Expert

Amazon
06.2020 - 07.2021

Investigation Specialist

Amazon
03.2016 - 06.2020

Customer Service Associate

Amazon
10.2013 - 07.2015

Bachelor of Technology - Computer Science

Jawaharlal Nehru Technological University

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Sandeep Madurai Raghavan