WORK EXPERIENCE

Manoj Kumar KM

Mobile: +91-984*******. WhatsApp: +91-827*******

Email: adl7uc@r.postjobfree.com Linked in: MANOJ KUMAR KM

IN PURSUIT OF CAREER ENHANCING OPPORTUNITIES IN THE FIELD OF

Customer Support Operational Excellence Program Management

PROFILE SUMMARY

• A result oriented professional with 14+ years of exposure in Customer Support (Business Process Outsourcing & Ecommerce), Operational Excellence (Ecommerce) & Program Management (Ecommerce).

• Excellent written, communication, inter personal, liaison and problem solving skills with the ability to work in multi- cultural environment.

CORE COMPETENCIES

Program Management Operational Excellence Problem Solving Defect Reduction Enhance Customer/Seller/Vendor Experience

Amazon Seller Services India Pvt. Ltd / Amazon Development Center India Pvt. Ltd – June 2011 to Jan 2021 O

PROGRAM MANAGER

Fulfillment by Amazon (FBA) India Operations [March 2019 – January 2021] Roles & Responsibilities:

Voice of Seller (VOS) Program

• Capture Seller pain points from the executive escalations (Seller escalations to CEO, Country Manager, Directors & Social Media posts) for the three FBA business models, FC fulfillment, Seller Flex business and Re-commerce. Seller pain points to be termed as Voice of Seller (VOS).

• Own and represent the VOS slide in WBRs & MBRs for all the three aforementioned FBA business models.

• Assign COEs to relevant stakeholders for the VOS/Executive escalations, wherein the Country Manager/Director has requested for one. Also work closely with the COE owners to publish the COEs in <14 days for leadership review.

• Publish a monthly flash to leadership on the VOS captured, including the status of the COEs assigned and corrective actions with ETAs in the future.

• Conduct a monthly review of all the VOS and AIs captured, separately with Senior Managers for their review and action.

• Conduct brownbag sessions and schedule open office hours for familiarizing the COE process among peers and stakeholders.

Detractor Reduction Program

• Partner with Amazon Social Media team and conduct 1:1 interviews and focus group discussions with Sellers identified as Detractors. Detractors are the Sellers, who mostly post negative comments about Amazon on social media pages.

• Capture problem statements highlighted by the detractors, work closely with relevant stakeholders for corrective actions and frequently apprise the detractors on the measures taken to eliminate defects.

• Send a flash to leadership on the 1:1 interviews and focus group discussions being conducted. Help Pages Performance Improvement Program

• Work with data analytics team to publish numbers for help page performance related metrics, such as Number of views, Number of Negative ratings & Number of contacts.

• Reach out to help page owners to identify areas of improvement and drive corrective actions to closure.

• Coordinate with editorial team to get the content/corrections updated on help pages as suggested by page owners.

• Identify and deprecate duplicate pages and pages with least or no views.

• Publish a weekly report on page performance related metrics to leadership.

• Coordinate with change management team to send mass mailers to Sellers/Support teams on changes to the processes and to get the help pages updated accordingly.

• Address callouts pertaining to help page/help page performance in internal reviews/team meetings. Seller On boarding Experience Improvement Program

• Review and drive the 74 action items to closure, assigned by Seller on boarding teams to FBA business team for a seamless Seller on boarding experience. The action items consisted of new feature launches, changes to existing products and programs.

• Work with data analytics team to publish numbers for Dormant Sellers and drive initiatives to make these Sellers active.

• Create awareness among Sellers for the defects identified as Seller Controllable.

• Address callouts pertaining to on boarding experience in internal reviews/team meetings. Accomplishments:

• Introduced COE tool to FBA India business team. All the COEs were captured on the tool to form a COE repository.

• Conducted COE best practices sessions for other business teams within Amazon and supported the COE process launch in their teams.

• Appreciation from detractors on Amazon FB page, for conducting 1:1 interviews and focus group discussions to preserve/enhance Seller experience.

• The detractors started to post, positive comments about Amazon on social media pages.

• Partnered with Amazon marketing team and conducted Amazon Connect Web session to create awareness among Sellers for one of the defects identified as Seller controllable. 100% of the participants rated the session as useful in a survey conducted by marketing team.

OPERATIONS SPECIALIST

Fulfillment by Amazon (FBA) India Operations [June 2017 - March 2019] Roles & Responsibilities:

• Work as the FBA business team representative for fulfillment centers (FC) in Rajasthan & Tamil Nadu, from BLR corporate office.

• Work out of Rajasthan & Tamil Nadu FCs during major sale events (Great Indian Festival, Prime day Sale, others) to support FC Operations team in controlling dock choke situation.

• Support Project team for the closure of mini FC in Jaipur and for launching a bigger FC in the same city.

• Pilot the project ‘Truck Turnaround Time’ at Tamil Nadu FCs and launch it across India Fulfillment centers.

• Track Seller escalations to CEO, Country Manager, Directors & Social Media post (FB & Twitter) pertaining to FBA and support the Executive Seller Relations team to close loop the escalation with the Sellers at the earliest.

• Coordinate with Program/Product owners and ensure that the root cause analysis for the aforementioned escalations is shared with FBA business owners and the Country Manager in <14 days from the date of escalation.

• Ensure the root cause analysis meets the 5Why guidelines, proposed by the Country Manager, before the analysis is sent to FBA business owners and the Country Manager.

• Track the long term solves with ETAs in the future and follow up with Product & Program owners for the closure.

• Publish a bi-weekly flash to business owners on the number and nature of the escalations tracked week on week.

• Represent FBA Business team during the weekly escalations review to address call outs from stakeholders.

• Launch the Correction of Error (COE) process followed in North America within India FBA business team. Accomplishments:

• Received the ‘Delighter’ award from the Director of fulfillment channels for raising the bar in tracking and driving executive escalations to closure and also for working closely with Program/ Product owners to ensure the 5Why analysis meets the expectations set by the Country Manager.

• Received the ‘Savior’ award from Director & General Manager, Amazon Seller Services Pvt. Ltd for providing 24/7 support to Sales & Supply Chain Team to launch initiatives to support Kerala & Orissa floods victims.

• Project ‘Truck Turnaround Time’ was piloted and launched across India Fulfillment centers in 5 months against the deadline of 6 months.

• Promoted as Program Manager for raising the bar in escalations management, launching the project ‘Truck Turnaround Time’, managing FC operations, supporting project teams in mini FC closure and FC launches and for quickly launching the COE process within FBA business team and familiarizing the same with stakeholders too. INVESTIGATIONS SPECIALIST

Fulfillment by Amazon (FBA) India Operations [September 2014 - May 2017] Roles & Responsibilities:

• Work from Jaipur fulfillment center (FC) as the FBA business team representative for Rajasthan.

• Monitor FC operations (Inbound, Outbound, Customer returns & Removal process) to ensure, it’s happening as per the SJIs/SOPs.

• Identify and eliminate defects in the process if any, by escalating and closely working with relevant stakeholders.

• Record feedbacks if any, pertaining to FBA business from both Sellers and Stakeholders, and work with the concerned stakeholders for corrective actions.

• Work on tickets created by Seller Support team, On-boarding team, FC operations team and others related to shipments sent/to be sent to FC.

• Monitor inventory health of the FC and take appropriate actions to remove unhealthy inventory from the FC.

• Coordinate with Sellers & Transportation team to collect the removal/return packages processed by the FC, for effective utilization of the space in the FC.

• Conduct FC tour for Leaders, Stakeholders and Sellers during their visit to FC.

• Support Project team for the closure of mini FC in Chennai. Accomplishments:

• Unhealthy inventory % at the FC was reduced from 9% to 1.5% against the exit goal of <2%.

• Time taken for resolution (TTR) metric for resolving tickets created by support teams was maintained at 48 hours against the goal of 72 hours (YTD).

• Met the business SLA of 7 days to clear the removal/Seller return packages from the FC, which was initially trending at 42 days.

• Was recognized as the custodian of Seller experience by stakeholders and peers. Amazon Development Center India Pvt. Ltd - Jun 2011 to August 2014 VENDOR CONTACT MANAGEMENT ASSOCIATE

Seller Support Team [October 2012 - August 2014]

Roles & Responsibilities:

• Work on email contacts from Vendors and provide resolution via case management system by coordinating with Vendor Managers, In-stock Managers, Site Merchandisers and other Vendor business teams based in North America

(NA), European Union (EU) & Canada (CA).

• Document the case scenarios and resolution provided by Vendor business team as SOPs for future reference.

• Conduct daily standup meeting (in the absence of Team Leader) and apprise the team on any change in process as communicated by Vendor business teams.

• Setup weekly calls with Vendor business teams for streamlining the process.

• Mentor teams with 6-8 new joiners for on job readiness.

• Review performance metrics of the team, deep dive on the misses and suggest corrective actions. Accomplishments:

• Appreciation from NA Vendor Teams for streamlining the vendor contact management process for NA.

• Played a key role during the team’s expansion to support queries/concerns from Vendors from EU and CA Org.

• Positive Response Rate (PRR) champion.

• First Contact Resolution (FCR) champion.

SELLER SUPPORT ASSOCIATE

Seller Support Team [June 2011 - September 2012]

Roles & Responsibilities:

• Work on email contacts from Sellers and provide resolution basis the SOPs, via case management system.

• Conduct daily standup meeting (in the absence of Team Leader) and apprise the team on any change in process as communicated by the business teams via change announcement blogs.

• Create tickets to editorial team requesting to update the SOP document and the blurbs as per recent changes.

• Identify scenarios wherein SOPs are missing and work with editorial team for the creation of a new one.

• Mentor teams with 8-10 new joiners for on job readiness.

• Capture defects via andon cord mechanism and escalate to Team Managers/Leaders for eliminating defects in the process/SOP.

ACADEMIC CREDENTIALS

TRANING & RECOGNITIONS

PERSONAL DETAILS

Accomplishments:

• Positive Response Rate (PRR) champion

• First Contact Resolution (FCR) champion

• Associate with highest number of appreciations from Sellers. Firstsource Solutions Limited – August 2006 to May 2011 SERVICE QUALITY ANALYST

For Carphone Warehouse UK [May 2010 - May 2011]

Roles & Responsibilities:

• Evaluate the call quality to ensure, it’s as per the standards defined by the client.

• Provide detailed feedbacks to associates post monitoring their calls.

• Propose changes to the SOP wherever applicable, basis the feedbacks collected from Team Managers/ Leaders & associates.

• Participate in daily stand up meetings conducted on the floor. Record the voice of associates (VOA) and work with relevant teams for closing the action items derived from VOA. Accomplishments:

• Best Service Quality Analyst (QA) award.

• QA to monitor the highest number of calls in a month.

• QA with least disputes from Team Leaders, over call monitoring results/scores reversals. CUSTOMER SUPPORT ASSOCIATE

For Carphone Warehouse UK [August 2006 – April 2010] Roles & Responsibilities:

• Configure Modem and Routers for internet connectivity over the phone.

• Troubleshoot other broadband related & landline phone related issues.

• Configure Customers email address on Microsoft Outlook, Outlook Express & Windows Mail.

• Handle Customer escalation calls.

• Mentor new joiners for on job readiness.

Accomplishments:

• Associate with maximum number of Customer appreciation for Landline & Broadband support.

• Associate with best average handling time, quality audit score, first contact resolution & net promoter score.

• Cash bonus for no planned/unplanned leaves taken for a span of 3 consecutive months. Bachelor of Commerce Bangalore 2006 Seshadripuram Degree College (Main) Bangalore University Pre University Course Bangalore 2003 Seshadripuram Pre University College (Main) Karnataka Pre University Board Secondary School Leaving Certificate Bangalore 2001 Preethi English Medium School Karnataka SSLC Board

• Project Management Framework by Amazon

• Leadership Principles by Amazon

• Making Great Hiring Decisions by Amazon

• Amazon Mentor

• Amazon Speaker

• Amazon Retail Basics

Date of birth: 19/05/1985

Marital status: Single

Languages known: English, Hindi, Kannada, Malayalam & Tamil. Hobbies: Reading News papers, Watching Movies, Listening to Music, Internet Browsing & Playing Cricket. Current city: Bangalore/Bengaluru.

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