Analyst Customer

Kunal Zalpuri

E-mail: ************@*****.*** LinkedIn: https://www.linkedin.com/in/kunal-zalpuri-155b7746 Phone: +91-973*******

Professional Summary:

Overall 8 Plus years of experience with leading E-Commerce Company, in Development, Organization and management of information-rich and accurate Product Catalogues of various categories.

Profound experience in creating and enriching product catalogs with richness of information and accuracy of data (Content, Images, Videos, Variations etc.), which in turn influenced the product discovery and improved sales of all the products handled.

Implemented & Enhanced SOPs (Standard Operating Procedures) for Product Catalog Quality Assurance, to ensure every product is described with complete, unambiguous, structured, accurate, unique and correctly normalized set of data.

Instrumental in developing training plans and training Quality Assurance teams, to enable catalog improvements at scale through educating them on Audit scope, effectiveness and efficiency and guiding them on pro-active data enrichment of the product data.

Core Competencies:

Accounted for delivering on SLA’s, including training support, building & checking regular reports and ensuring all key deliverables are met.

Constantly reviewing current processes that impact on the business and its customers.

Ensuring customer complaints are handled appropriately with root cause being fixed and preventive measures are set in place.

Ensuring the audits are undertaken and development needs are identified and acted upon.

Ensuring all process documentations is up to date with necessary change control procedures in place.

Experience:

Company: JCpenney.com

Designation: Senior Analyst, from August 2020 – Till Date

Current Responsibilities:

Independently drove premium brands to drive content accuracy by identifying customer issues and fixing them and collaborated with the Cross Functional Teams to identify recurrent customer issues with regards to premium brands. This effort led to decrease in the Return Rate by 1% and increased Add to Bag rate by 2%

Been a part of the Campaign Audit to check banner and content displayed on different channels in different environments also a part of internal Ads search audit and the relevancy displayed on the gallery page

Worked on internal search audit to see the search relevancy and the product that are displaying on the department page and redirecting the URL

Responsible to generate weekly metrics and reports through adobe analytic tool for for Weekly Business Reviews with senior leadership

Working on a project of customer query audit: where the objective is to see the conversion, add to bag rate, revenue generated & NPS

Worked with technology teams to provide support for any new technology implementation. that includes sharing requirements, ideas, supporting QA and UAT.

Handling a Team of 10 Members Which involve delegation of daily allotment, Process training, one on one, career development and creation of training plan

Company: JCpenney.com

Designation: Analyst, from September 2017 – July 2020

Job description: Working for catalog quality operations team. I report and mitigate the quality issues for US market place also involved in verifying the products on jcp.com and pass them live on JCP site. Involved in prepare data which help us and our stakeholders to understand the work flow and the health of the catalogue based on customer behavior.

Handled End to End Product audit & enrichment for JCP.com to elevate the customer experience & Collaborating with the offshore teams to streamline the Product QA process

Performed Quality Audit to find errors and proactively fix them across all categories related to Content Management and product management across JCPenney site

Conducted Competitive Analysis on Top Revenue driving categories which helped improve navigation, search and enhanced product pages

Partnered with national clients/vendors by providing feedback on existing content with defined next steps which helped them improve their content on site by providing access to vendor repositories

Carried out a project related to Customer Satisfaction (CSAT) - Collaborated with the Cross Functional Teams to identify recurrent customer issues. This effort led to 23% increase in revenue and 1% increase in purchase intent.

Identify patterns in catalog improvements to be translated into guidelines and creation of SOPs to improve overall process improvement.

Handling different Category (Large Appliance)

Previous Company: Amazon.com

Designation: Sr. Catalog Associate, from October 2012 to August 2017

Responsibilities:

Follow pre-defined processes, guidelines and SOP’s to process suggested catalog improvements with high levels of accuracy and productivity and to improve overall process

Analyze data and identify new trends/patterns through audit

Creation of SOP translated into guidelines for catalog improvements

Maintain catalog quality by removing duplication from catalogs.

Metric and data: responsible to generate weekly metrics and reports. Monitoring completeness, accuracy & quality of data.

Checking genuineness, validity products necessary escalation in case of deviation on sponsored products

Responsible for product management across amazon site

Functioned with different team for 3rd party vendor ads

Involved in discuss operational issues, preparation of WBR / MBR report for them which would help Stakeholder to understand the week works completed and further steps to be taken

Awards and Recognition:

Received Search and Discovery Award in September 2015.

Thrice received good job award for Process Improvement and ownership.

Received Best Performer for Q3.

Received R&R award for Process Improvement.

Specialties:

Team Lead

Category Management

SLA Management

Competitive Analysis

Training & mentoring / Coordination & Communication

Client/Vendor management.

Data Analysis

Technical Skills:

Microsoft Office (Excel, Power Point, Pivot, VLOOKUP, Conditional Formatting)

Worked on various tools

IBM Tealeaf

Quantum Metric

JIRA

Foresee – Customer Query/Score

Adobe Analytics

Business Control Center (BCC) by Oracle

RMS (Retail Merchandising Tool) by Oracle

Educational Qualification

2014: French Basic Level course (A1 Part 1)

2012: MBA from Canara Bank School of Management Studies.

2010: BBM from Seshadripuram First Grade College.

Projects

Carried a project in Amazon with respect to 3rd party vendors in US Marketplace to increase the availability of items of 3rd party vendor product on site on amazon.com and to see an increase in product availability rate

Carried a Project in JCPenney with respect to increase the CSAT score to understand the customer pain point and action upon those, this activity lead to then increase in CSAT score and increase in revenue for the products by 23% and Purchase Intent by 1%

DECLARATION

The above-mentioned information is true and correct to the best of my knowledge

Date:

Place: BANGALORE KUNAL ZALPURI

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