• End to end management of the product portfolio on Amazon in USA, Canada, UK & Europe markets.• Manage entire supply chain operation including inventory management, procurement, logistics, and distribution.• Forecast, plan, and maintain stock levels of products at Amazon fulfillment centers (FC).• Optimize marketing (PPC) campaigns to increase the visibility of products and devise strategies for continuous growth in order to expand market share.• Regularly Reviewing customers’ reviews, feedback, voice of customer and take actions accordingly.• Assessed market competition by comparing the company's product to competitors' products.• Recommend the scope of present and future product lines by reviewing product's demand, specifications, and requirements.• Worked closely with business support teams like Technology, Content, Marketing, Supply Chain and Graphics to effectively implement tools and product strategies.• Price, sales and profitability management of 500+ SKUs at Amazon across all marketplaces.• Identified new products in Home, Kitchen and Bedding Category at Amazon through market research & competition review.

• Develop category plans and strategies to drive growth and achieve online revenue targets.• Manage, monitor and diagnose root causes and drivers of category performance relative to annual/monthly/weekly metrics including unit, revenue, share, contribution margin, and other key performance metrics.• Manage and monitor online site experience and key drivers, including traffic, conversion, average order value (AOV), and product mix.• Share site optimization results, customer insights, business performance and online merchandising best practices across IWM’s website and product Marketing stakeholders.• Orchestrate online offers, campaigns and launches in coordination with marketing.• Develop business and customer insights based on triangulation of data across our sales and marketing touch-points, web reporting data and end-customer research from key launches and campaigns.• Communicate insights to key stakeholders, including sales leadership, product team, marketing team, and physical store team.• Manage and monitor online store operations like delivery, installation, Final Finish Report and complaints.• Translate data, facts into action plans• Assign accountability plan, monitor, and appraise results of subordinates; develop a climate for offering information and opinions; provide opportunities to learn.

Product Management• Significantly increased number of SKUs up to 25000 to cater maximum market share• Targeted highly demanded genres for immediate stock fill up to avoid losing even single order• Expanded product line specially for Online store in order to get the product mix to optimize revenue• Ensured to display mandatory information along with each and every product on website in order to persuade customers. Service Enhancement• Re-launched Liberty Books website with improved customer experience, new design theme and added features.• Initiated a gap filling option of Request a book to import books on customer’s demand along with complete procedure at backend• Revamped customer services through Online chat and UAN; also Implemented auto-generated intimations through SMS and email to customers on different stages of an order process• Planned and incorporated automated options on website for cross selling and up selling• Planned and implemented reward points system along with redemption process• Complete Account management for marketing and selling of products through other Online portals• To maximize revenue, a backend option was incorporated for abandoned shopping carts as a permanent feature that converts potential sales into actual salesDigital Marketing• Making strategies regularly to focus targeted chunks of existing customers by using different social media and newsletter platforms to enhance and maintain Liberty Books Online Store brand image and to generate more business• Made explicit use of social media channels for above the line promotions to capture mass market for targeting potential customers Backend Operations• Re-engineered overall processes to improve customer experience from coming on to the website to delivery of order• Prepared Process Manual defining roles and responsibilities along with TATs and implemented• Ensured timely reconciliation and recovery of payments from all vendors

•Providing first level of customer interaction: Direct interaction with customers both inbound and outbound via telephone.•Respond the caller query through Altitude application and logging service requests.•Answering all the queries as per the defined code of conduct.•Providing customer services and escalating important customer issues for customer retention.

*Being a floor Manager, responsible for Managing the entire floor.*To achieve the Service Level above threshold along with maintaining the quality standards. *Conducting interviews in recruitment and selection process.*Annual performance appraisal of assigned team.*Overall performance evaluation and scheduling on monthly basis. *Complaint handling of all issues pertaining to call center operations.*Conduct meetings to sort out all issues which employees are facing.*Conduct on-job training for new and existing employees as per Training Need Analysis.*Co-ordinate with other departments to ensure smooth flow of work.*Assisting higher Management in special projects and assignments.*Making different reports for Service Level Analysis from Symposium to estimate the upcoming work load.

•Responding to inbound calls. •Responsible for making outbound calls.•Data entry for new enrollments of phone banking.•Handling complaint management system.•Answering all the queries as per the defined code of conduct.•ATM Reporting.