Amann Dey

>Managed performance of 20-25 Amazon Associates through effective 1:1 meetings, coaching, and mentor ship in the Virtual Contact Center Environment. >Implemented performance goals, monitored and evaluated against pre-set goals implementing action plans to resolve performance barriers as needed. >Reviewed and analyzed performance metrics to identify areas of opportunity that will drive performance improvement. >Ensured that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience. >Partnered with workforce management to execute daily staffing plans, identified and reported significant volume and capacity changes, made just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals. >Managed schedules, monitored adherence, time-off planning, and attendance in partnership with Workforce Management. >Participated in Kaizen events to identify and implement process improvement change initiatives. >Conducted Seller interaction audits and provides coaching to improve performance. >Excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.

• Participated in Kaizen events to identify and implement process improvement change initiatives. • Created summary of downloaded report from Data Warehouses (Euclid, Pinnacle, etc). • Root cause analysis (RCA) though 5-WHY, post Data consolidation (Excel) to identify and troubleshoot problems and providing hands on solution to improve customer experience. • Created Performance Dashboards for KPI variation analysis to deep dive and analyse the cause at a category level. • Gained proficiency in excel: - VLOOKUP, PIVOTS, IF/AND/OR, Data cleaning, Performance Dashboards. • Conducted ‘Value Stream Mapping’ and ‘Fish bone Analysis’ (Lean 6 Sigma) to eliminate the process waste. • Conducted Quartile Analysis, Comparative Analysis and Scattered Map Analysis, to manage team performance and a create Plan of Action.

• Took multiple training sessions for new hires on Process. • Created process map for Feeds and IIDP (Incorrect Information on Detail Page) to eliminate skill issues. • Conducted training sessions on telephone etiquette email drafting. • Assist effectively on Andon Cord to make sure that the right information is being communicated to the sellers.

• Managing Global selling accounts (Seller central) in UK, Spain (ES), Italy (IT), Germany (DE), France (FR), Netherland (NL), United States (U.S), Canada (CA), Mexico (MX). • Managing seller queries via phone and email, on order issues (Return, refund, cancellation). • Educated sellers about the Amazon A9 search functionality. • Operated with other departments, i.e. payments and catalogue team to investigate on seller issues. • Provide clear analysis of the reports generated via Amazon Selling coach on the sales summary with the best-selling ASIN. • Assisted sellers in creating promotion (Buy one Get one, Money off, Free shipping) and Amazon Sponsored ad campaign. • Assist sellers with handling Customer Reviews on ASINs and customer feedbacks on seller account.