Abhijith Koushal Vajja Email & Phone Number

West Vancouver, British Columbia, Canada

• Overseeing daily operations, training team members, customer refund management, break schedules, rotational shifts, cash handling procedures for transactions, daily accounts for the global cash office, and store opening and closing procedures.• Backup store receiver – Processing POs, applying pay procedures for invoicing and credits, managing inventory for financial closures, operating and maintaining balers, compactor, forklifts and pallet jacks.• Store scanning specialist - execution of price tagging, product facing and placement techniques, and front-end inventory management to drive sales.• Leveraging store operational procedures – health and safety policies, food temperature maintenance for on-shelf and inventory products.• Team member feedback logs – maintenance of performance/cashier duty errors through feedback log book for annual performance review inputs.• Mentoring team members for excellent operational performance while minimizing turnover, maintaining customer flows and needs, directing team members as necessary to satisfy and delight customers, and responding promptly to customer needs and questions.

Bengaluru, Karnataka, India

*Developed new product launch plans for marquee brands and improved pre-launch engagement subscriptions and awareness by 200% through gamification across multiple traffic channels.*Strategized new customer acquisition for ~1M users through anecdotes from market research and consumer survey insights on a first purchase decision.*Drove monetization of $2M+ brand investments to improve conversions, building customer cohorts to improve the recall value & improve conversions in the e-commerce space.*Analyzed browse page structure issues with key business and product partners to address customer experience needs & opportunities.

Bengaluru, Karnataka, India

*Executed site merchandising schedules for outbound marketing, new product launches, brand stores, cross-category marketing, and site-wide events to improve engagement rates by 5.5% YoY. *Created recurring targeted customer cohorts through search, browse & purchase history, improved homepage campaigns CTRs by 16% YoY to market the right promotional content. *Conducted A-B tests to formulate best engagement practices for High-value events, which accounted for incremental ~100M impressions per year.*Drove incremental brand performance metrics (CTRs, Glance views, Impressions by 8-10% YoY through Affiliates, Email, SEO, SL/PLA.

Jayabheri, Hyderabad

*Responded to customer escalation inquiries from executive leaders at Amazon, including Jeff Bezos, S-team executives, VPs, and Directors of Consumer India business to advocate for the right customer experience.*Performed deep dives to identify the root cause through the 5-Why analysis method, which helped drive systemic process gaps by offering a short-term fix to the customer and creating a sustainable solution to prevent recurring issues.*Facilitated Defect Elimination initiatives in reducing executive customer escalations by analyzing customer issues codes in the CS contact process, creating SOP for front-line executives to offer better resolution and driving the First contact response (FCR) rate.

Jayabheri, Hyderabad

*Advocated for our customers and responded to executive escalations on behalf of the CEO and SVP of Amazon India to protect customer shopping and CS experience. *Insisted on the highest possible standards and safeguarding customer experience by escalating issues to the right stakeholders from product, quality, UX, and cross-support teams to make Amazon Earth's Most Customer-Centric Company.*Launched the Amazon India Legal Team through CS support and streamlined the escalations process by providing customer issue analysis to in-house legal counsel, which drafts responses to customer legal escalations.

Hyderabad Area, India

*Conducting everyday CS contact audits, providing real-time support to handle customer queries.*Facilitated daily operations by monitoring individual performance and updating leadership on the team's progress on weekly and monthly goals. Conducting refresher training sessions for most common scenarios to avoid repetitive errors.*Strategized query handling methods with standardized responses for repeated queries, which helped exceed goals for contact handling time and repeat contact reduction for Q4 16' and Q1 17'.

Hyderabad, Telangana, India

*Demonstrate expertise in delivering training content to new hires and refresher sessions to tenured associates based on emerging issues impacting individual performance.*Launched the Amazon CS operations center in Kolkata by up-scaling Trainers, Managers, Operations specialists, Workflow analysts, QA & IT services compliant by Amazon standards. Today, this site operates with over 1600+ associates providing customer support in dual languages across phone, chat & email mediums.*Conduct compliance audits and contact mining sessions to ensure daily adherence to SOPs.

Hyderabad Area, India

*Provided multi-linguistic real-time customer support for product information, addressing pre & post-sales queries through multiple contact mediums, such as phones, chat, and email.*Piloted India's first triple concurrency chat medium at Amazon with a 94% customer satisfaction rate.

Master Of Business Administration - Mba, Business, Management, Marketing, And Related Support Services

Bachelor'S Degree, Mechanical Engineering