Jun 2025 – Present · 11 mos

Jun 2023 – Jun 2025 · 2 yrs

Apr 2022 – May 2023 · 1 yr 1 mo

Jan 2022 – Mar 2022 · 2 mos

• Head the scaling programs for Seller Contacts Reduction (CPU) & Voice of Seller (VOS)
• to augment Fulfillment By Amazon (FBA) through process optimization, creation of
• standard operating procedures & driving seller awareness through various marketing
• channels.
• Define business-problems across various work-streams and align stakeholders.
• Drive key meetings to formulate the solutions for CPU reduction, and drives detailed
• discussions and high-level alignment.
• Publish ongoing, concise updates to leadership (WBR/MBR) and resolve blockers by
• escalating appropriately.
• Work with program/product teams to drive solutions by influencing their roadmap to
• drive structural changes in policies/processes & convert seller-feedbacks into
• actionable.
• Drive cross-functional solutions, demonstrating Customer Obsession, by partnering
• with stakeholders across multiple verticals like SPS, WW Contact elimination owners,
• Product teams and account management teams to influence contact reduction for
• FBA-FC channel.
• As part of VOS program , collaborated with multiple teams such as SPS, ESPR, INFC,
• Fulfillment channel POD owners to drive the RCA & COE TAT reduction.
• Coordinate with multiple stakeholders to resolve COE ownership issue and provide a
• clear path to closure
• Co-ordinate with teams to improve the adoption of COE tool.
• Published weekly COE tool adoption report with SVP & VP’s to create visibility for
• leaders about adoption of COE tool across multiple orgs.

Jun 2020 – Jan 2022 · 1 yr 7 mos

• Drive FBA Operations in partnership with South & North FC’s
• Drive operational goals with FCs to ensure smooth Seller Experience and track metrics
• for ongoing reviews.
• Lead Continuous improvement initiatives to reduce defects in FBA processes.
• Set up change management process, and work with stakeholders to drive the
• approved changes.
• Coordinate across functions, escalating appropriately, to resolve any blockers and to
• ensure smooth operations
• Demonstrate bias for action and own operations for processes related to FBA
• programs.
• Setup war room SOPs to ensure no-hassle Inbound of FBA shipments specifically
• during peak events.
• Define business-problems across various work-streams and align stakeholders.
• Drive key meetings to formulate the solutions for CPU reduction, and drives detailed
• discussions and high-level alignment.
• Work with program/product teams to drive solutions by influencing their roadmap to
• drive structural changes in policies/processes & convert seller-feedbacks into
• actionable.
• As part of VOS program , collaborated with multiple teams such as SPS, ESPR, INFC,
• Fulfillment channel POD owners to drive the RCA & COE TAT reduction.
• Coordinate with multiple stakeholders to resolve COE ownership issue and provide a
• clear path to closure

Jan 2019 – Sep 2020 · 1 yr 8 mos

• Assist with investigation and root cause resolution for high impact FBA Merchant and
• Customer Issues.
• Assist with the definition and creation of standard operating procedures and
• processes for FBA’s compliance ops
• Oversee the implementation and adherence to standard operating procedures
• Assist with business reporting of compliance related activities with respect to legal,
• tax and GR teams

Feb 2018 – Feb 2019 · 1 yr

• Responsible for improving the performance of the Team on all Metrics.
• Supporting the new hires to make them self-sufficient to understand the seller
• question, research the issue and respond to seller queries.
• Share real-time feedback with mentees while supporting them on cases.
• Collate individual associate feedback and submit to Team Lead, Team manager and
• Trainers at the end of the mentorship.
• Sending daily mentoring report to Team Lead, Team manager and Trainers.
• Identify knowledge gaps, bring it to the notice of Lead, Team manager and Trainers to
• plan refresher sessions.
• Ensuring knowledge management within the team through proper training, huddles,
• PKTs etc.

Feb 2017 – Feb 2018 · 1 yr

• Providing prompt and efficient service to Amazon Sellers and Merchants including the
• appropriate escalation of Sellers’ issues.
• Maintaining a positive and professional demeanor always portraying the company in
• a positive light and effectively managing sensitive issues.
• Liaise with other departments such as Customer Service, Merchant Investigations, or
• Payments teams as required to resolve Seller’s issues and questions.
• Working as a Social Media Escalation associate who looks into the escalation raised
• by the sellers on Social Media platforms such as Facebook and Twitter.
• Demonstrates excellent time-management skills and the ability to work
• independently while using departmental resources, policies and procedures