Technical Support Customer Service

Sandhya Harish

Mobile: +1-469-***-**** ~ Work Status: EAD ~ E- Mail: **************@*****.***

****, ******** ****, *** ****, Plano, Texas, United States, Zip Code - 75024

mailto:**************@*****.***

Seeking assignments in Retail Business Operations and Vendor Management

Professional Synopsis

Over 3 years of cross-industry experience in retail business operations, vendor management, and customer technical support. Experience with companies Amazon.Com, & Cognizant Technology Solutions

Bachelor of Technology (Bioinformatics) from Padmashree Dr. D.Y. Patil Institute of Bio Technology and Bioinformatics, Mumbai, India

Professional Accomplishments

ISTQB Foundation Level Certified Professional in Software Testing

Scored 65 out of 80 Pearson’s Versant English Assessment - The tool evaluates the spoken English skills of non-native English speakers (which is the weighted average of four diagnostic sub-scores across Sentence Mastery, Vocabulary, Fluency, and Pronunciation)

Have been rated excellent for my performance throughout my tenure in Amazon.com

Skills

Analysis and

documentation

Data Analysis using MS Excel (including vlookups, PowerPivots, Macros, Data analytics & Relational database models), MS Office (Word, Access, Outlook, and PowerPoint), JIRA

Web Analytics

Google Analytics, eCommerce Analytics

Software Testing

ISTQB

Languages

C++, VB, HTML*

Career Highlights

May 17 – Present with MMI Inc, (Dallas, Texas)

Ecommerce Purchasing / Buyer Manager

Role

Responsible for all merchandising activities, including development and execution of merchandising plans such as: assortment planning, vendor relationships, product procurement, pricing negotiations, promotional strategies, inventory turnover to drive revenue and achieve margin goals

Key areas of involvement:

oDefine assortment strategy and develop execution plan for eCommerce sites

oNegotiate buying terms with suppliers (selection, price, MOQ’s, delivery, payment)

oHandle sales forecast by unit and monitor actual vs. forecast performance

oDevelop product promotional plans in coordination with marketing team

oIdentify inventory requirements and executed against replenishment plan

oCoordinate with internal departments to identify opportunities from other revenue channels

oKept abreast of new trends in the industry and product ideas

oAnalyze competitor’s marketing and pricing

December ’12 – March ’15 with Amazon Development Center (Chennai, India)

Catalog Associate: Retail Business Services

Role

Manage and develop Amazon.com retail business operations and continually contribute to improve the online product catalog for the North America market

Key areas of involvement:

oHandled Consumables and Baby Category

oHave a direct impact on customer buying decisions and online user experience

oHands on experience in working on critical tasks for retail product category

oWorked on categories: Health and Beauty; Health and Personal care; Luxury Beauty; Grocery;

Pantry; Amazon fresh; Personal care appliances; Baby

oWorked on new item setup such as Content creation; editing and updating product contents on

website

oExcellent capabilities to handle project challenges and escalate with high level stakeholders to deliver

the project on time according to the demands of the Customer

oInteracting and coordinating with vendor manager/buyers to accurately reflect the Amazon Catalog for price, product details and other product-related information

oAssisted buyers on business process and business workflow

oGood at initiating and owning process improvement projects, mentoring junior associates

oHandled day-to-day volumes and ensure the SLAs and data quality are met effectively

oSkilled in coordinating the team and the buyer on business impacts and agendas

oMaintained vendor matrix with accurate contact information and category use

oVendor support task management by working with process owners and stakeholders

oFlagging spikes or dips in volumes in the allotted tasks and also on possible default on SLAs or quality in time

oPerformed catalog clean-up for a number of items in 3 various categories

oOwned tickets cut to process automation team and owning it till completion, testing etc. This way the process is stabilized and workflow were smooth

oHandled escalation modules and provided RCA to ensure the quality and catalog searches is findable with correct content and images

Vendor Management Role:

oHandle vendor accounts, vendor queries, updates, disputes, relationship management etc

oInteract and coordinate with external vendors and manufacturers efficiently to assist them in the

business process

oCreate product detail pages using variation. Handle assortment planning & management to suit business preferences in accordance to SOPs

oFixing variation issues that were broken on site

oAutomated of processes which have reduced manual efforts (Created Excel macros for variation)

oProficient with Vendor Central portal towards standardization of product catalog (3P & vendors)

oSetup, maintain, and manage vendor database

oMentored a team of seven members. Facilitated training sessions for team enablement

Awards and Recognition:

Received appreciation from the vendors located in North America for demonstrating the hard work and dedication in stringent timelines during peak holiday seasons.

Analyzed existing business processes and initiated process improvement projects. Work was highly appreciated by internal stakeholders.

March `12 – November ‘12 with Cognizant Technology Solutions (Chennai, India)

Customer Technical Support Executive

Role:

oSingle point of contact for customer coordination and support with respect to technical resolution of issues (phone, e-mail, and windows live meeting sessions)

oHandle day-to-day volumes ensuring compliance to SLAs

oComprehensive documentation of risks & issues encountered

oCreation of new user accounts and issue troubleshooting

oVerification of customer and account data by reviewing, correcting, deleting, and securing information by completing database backups

oPerform data consolidation and analysis

oPrioritize assignments to meet deadlines

Date of Birth : 16th May 1989

customer service, cost-efficient, eCommerce accounts order, subject matter expertise, supply chain, fulfillment,

SEO, SEM, on-site merchandising, online promotions, marketing campaigns, media plans, promotional, custom research, Point of contact, documentation, market analysis, analytical, communication, results-oriented, Purchase order, PO, assortment

Contact this candidate