As a dedicated Leader in the Selling Partner Support domain, I steer a team of 30-35 associates towards achieving higher performance levels, streamlining processes, and delivering an outstanding Seller experience. My main KPI's include--Performance Enhancement: Guiding the team through effective 1:1 interactions, coaching, and mentoring to foster continuous growth. Setting, monitoring, and achieving performance goals while addressing any challenges that may impact the outcome.-Serving as point of contact for escalated contact resolution of a supervisory nature or complex problems.-Implementing performance goals, monitoring and evaluating against pre-set goals. Implementing action plans to resolve performance barriers as needed.-Conducting performance appraisals, delivering training, and offering guidance in order to enable team growth and retaining talent through dedicated mentorship.-Streamlining operational efficiency through in-depth analysis, data interpretation, and effective utilization of internal resources.-Analyzing key metrics to identify trends and root causes of issues.-Selecting and utilizing appropriate metrics to measure success.-Collaborating with different teams and stakeholders to prioritize and deliver data /reports.-Managing Service Level Agreements (SLAs) with a focus on quality and seller experience. Conducting capacity and resourcing analysis, and offering staffing recommendations to optimize efficiency and productivity.-POC to ensure RNR Awards are distributed to the Winners within timeline from every RNR event.-Accomplished impactful CSR initiatives, generating over INR 350,000 through diverse programs to uplift and empower the local community

-Overseeing and guiding a team of 20-30 associates, providing leadership, and fostering their professional growth, while ensuring performance targets are met.-Cultivating a culture of continuous improvement by implementing kaizen and lean projects, identifying and removing obstacles to enhance accuracy, productivity, and quality.-Adhering to Amazon's policies, conducting interviews, training employees, motivating the team, assigning tasks, and effectively resolving conflicts.-Mentoring and supporting new managers, accelerating their learning process, and creating action plans to develop associates as future leaders.-Taking charge of site-level initiatives and assuming functional responsibilities that impact the overall site, such as Performance Related Pay and transportation. Collaborating with other sites.-Communicating policies to the team, ensuring compliance, and serving as the primary source of information. Implementing corrective measures when necessary and documenting issues and solutions.-Acting as the Operations managers' second-in-command and fulfilling delegated responsibilities when needed.-Identifying customer issues, implementing solutions, and introducing process enhancements to elevate customer satisfaction levels.-Assisting in designing and implementing training programs to enhance team proficiency and productivity.-Streamlining operational efficiency through in-depth analysis, data interpretation, and effective utilization of internal resources.-Analyzing key metrics to identify trends and root causes of issues.-Selecting and utilizing appropriate metrics to influence stakeholders and measure success.-Collaborating with different teams and stakeholders to prioritize and deliver data and reports.-Managing Service Level Agreements (SLAs) with a focus on quality and customer experience.-Resolving process-related issues that may impact SLAs and troubleshooting them accordingly.

As a Resolution Specialist, I supported Amazon's marketplaces (Amazon.in, Amazon.com, and Amazon.ca) through various communication channels such as phone, chat, and emails. In this role, I acted as a team lead overseeing a team of 12-13 agents. My responsibilities included managing their performance, serving as a subject matter expert, team lead, and quality assurance resource.I provided on-floor support, handling escalations and addressing complex customer issues. I conducted weekly audits of associates' contacts, providing feedback after root cause analysis using techniques like 80-20 analysis and setting SMART goals. Additionally, I monitored agent availability, assisted with workforce planning, and managed shrinkage effectively.I actively supported Performance Improvement Plans (PIPs), guiding agents through the process and helping them succeed. Conducting regular one-on-one sessions and team huddles was an integral part of my role. I also played a key role in upskilling over 150 associates on the process and ensuring a smooth handover to the operations team.During my tenure, I contributed to pilot projects, including the successful launch of the chat process and streamlining escalations and on-call support processes.

-Provide excellent customer service by responding to customer inquiries promptly and professionally via phone or chat.-Address customer concerns, complaints, and escalations with empathy, patience, and a solution-oriented mindset.-Ensure accurate and timely resolution of customer issues by utilizing our internal systems, knowledge base, and resources effectively.-Maintain a comprehensive understanding of our products, services, policies, and procedures to assist customers accurately and efficiently.-Document all customer interactions, including inquiries, complaints, and resolutions, in the system.-Collaborate with cross-functional teams, such as Sales, Technical Support, and Logistics, to ensure seamless customer experiences and timely problem resolution.-Meet and exceed individual and team performance targets, including customer satisfaction metrics(CCX), response time(CHT), and resolution rates(PRR/RAP).-Uphold company standards of professionalism, courtesy, and ethical behavior in all customer interactions.