Summary
Overview
Work History
Education
Skills
Activities
Accomplishments
Timeline
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Tanmay Negi

Bengaluru

Summary

Tanmay is an accomplished professional with over 7 years of valuable experience in the areas of People Management, Process Improvement, Talent Acquisition and Development, Strategic Planning, Project Management, and Stakeholder Management. Highly skilled in creating and streamlining Customer Improvement processes from scratch. Proven success in achieving Program objectives ahead of timelines with consistently increasing Program outcomes and customer satisfaction.

Overview

7
7
years of professional experience

Work History

Manager, Payment Risk Operation

Amazon
Bengaluru
07.2021 - Current
  • Responsible to hire, lead and groom a team of 20 team members though regular one on ones
  • Collaborated with the Product team to proactively identify and mitigate 10% of the Payment Risks associated with online transactions
  • Curated an Inter Agent Action Variance Dashboard and collaborated with the Operations team to effectively reduce Bad Debt by 15%
  • Automated 10% of the incoming weekly volume from external stakeholders to reduce the human intervention efforts by 10% per week
  • Curated Learning Mechanism for 300 Headcounts spread across INDIA and SJO sites with satisfaction score of 95%
  • Streamlined Non Executive Escalations to reduce the response time by 50%
  • Drove Kaizen Program across 2 sites to improve customer experience by 20%
  • Developed a streamlined process for generating weekly reports for the purpose of conducting the Weekly Business Review
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
  • Designed and implemented New Hire Evaluation Program to evaluate the knowledge absorption which resulted in 10% increase in productivity and 15% positive customer experience
  • Managed program budgets, optimizing resources to achieve financial targets and maximize return on investment.

Sr. Investigation Specialist

Amazon
Bengaluru
08.2019 - 07.2021
  • Collaborated with external stakeholders to improve the fraud interception rate and reduce the Bad Debt to Amazon by 3.5MN $
  • Introduced pro-active customer experience improvement metric which led to reduction of 20% weekly customer contacts
  • Curated learning modules for Language speaking store, resulting in a remarkable reduction of bad debt by approximately $10,000 per week. Additionally, the implementation of these modules led to a 33% improvement in fraud interception rate
  • Trained and mentored 5 batches covering a head count of 80 head counts Fostered a culture of meritocracy, motivating employees and driving overall performance and engagement by novel performance-based reward system across Levels

Investigation Specialist

Amazon
Bengaluru
04.2017 - 07.2019
  • Played an integral role in fostering collaboration with a diverse team of 15-20 members to proactively address and mitigate instances of buyer fraud within the North American and European marketplaces
  • Collaborated extensively with key stakeholders to enhance the overall customer experience through the creation of standardized operating procedures (SOPs)
  • This initiative resulted in the development and implementation of 8 SOPs, streamlining processes and improving customer satisfaction by 10%
  • Collaborated closely with the tools team to provide valuable inputs for the development of a new tool, resulting in the successful conversion of 6 out of 8 inputs which increased Decision Quality efficiency by 15%
  • Cross trained 6 batches in 3 waves in different EU market places
  • Awarded with 'Best performer in 2018 across EN teams' with highest positive variance in Productivity and Decision Quality.

Education

Bachelor of Technology - Mechanical Engineering

Greater Noida Institute of Technology
Noida, India
05.2016

Intermediate - Science Education

Little Scholars
Kashipur, Uttarakhand
05.2012

Skills

  • Strategy
  • Auditing
  • Operations Management
  • Fraud Investigations
  • People Management
  • Analytics
  • Risk Management
  • Customer Relationship Management (CRM)
  • Cross-functional team management
  • Business Analysis

Activities

Strong Passion to travel with a focus on hiking / trekking activities.

Accomplishments

  • Reduced human intervention efforts by implementing automation for 10% of the incoming volume from external stakeholders each week
  • Received the accolade of 'Manager of the Year' for providing exceptional employee satisfaction and mentorship
  • Awarded with 'Best performer in 2018 across EN teams' with highest positive variance in Productivity and Decision Quality

Timeline

Manager, Payment Risk Operation

Amazon
07.2021 - Current

Sr. Investigation Specialist

Amazon
08.2019 - 07.2021

Investigation Specialist

Amazon
04.2017 - 07.2019

Bachelor of Technology - Mechanical Engineering

Greater Noida Institute of Technology

Intermediate - Science Education

Little Scholars

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Tanmay Negi