Headline

E-Commerce Specialist | Marketplace Operations Lead | 10+ Yrs Exp (Amazon, Lenovo, Flipkart)

About

Strategic E-commerce Specialist and also an Acting Team Lead with over a decade of expertise managing end-to-end e-commerce seller accounts, listing, and optimizing online platforms like Amazon, Flipkart, Nykaa, 1 MG and so on. Skilled at leading cross-functional teams, overseeing inventory management, and utilizing tools to personalize customer experiences. I focus on optimizing e-commerce operations and enhancing user experience for Lenovo’s AU and NZ digital storefronts. With a career spanning over a decade, I have developed expertise in e-commerce operations, portfolio management, and data analysis. My mission is to contribute to efficient and user-focused online platforms, aligning with organizational goals to deliver impactful results. I am committed to fostering collaboration and optimizing processes to enhance customer satisfaction and operational performance.

Location

Bengaluru

AI stack

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Work experience

Senior Enablement Specialist at Denave, Dec 2023 - Present · 3 yrs, Bengaluru, Karnataka, India, • Handling a small team as an Acting Team lead to ensure smooth day to day operations. • Managed and optimized Lenovo AU and NZ online storefronts to ensure a seamless end-to-end shopping experience. • Optimizing the website’s user experience and suggesting the management for web improvisations for a better customer experience. • Listing products, quick sanity check, making reports, mapping products to appropriate filters and nodes, delisting discontinued models. • Sales & Portfolio Management: Manage the product lineup, pricing, and promotional strategies for laptops, PCs, software, and services on the digital storefront. • Data Analysis & Optimization: Track e-commerce KPIs (conversion rates, NPS, retention, and ROI) and use Google Analytics to identify friction points in the user journey. • Cross-Functional Collaboration: Partner with global marketing and web product teams to ensure creative concepts translate into high-performing, developer-ready web experiences. • Customer Experience (CX): Analyze voice-of-customer (VoC) feedback and implement personalization hypotheses to drive engagement. • Operations & Troubleshooting: Monitor website functionality and coordinate with logistics and customer service teams for smooth order execution.

Enablement Specialist at Startek, Oct 2020 - Dec 2023 · 3 yrs 3 mos, Bengaluru, Karnataka, India, • Day to day e-commerce operations, including product listings, adding categories, lead time reports, reporting pricing errors, website audits and adding promos. • Conducted daily audits in Lenovo AU and NZ web content, ensuring 100% accuracy across product listings, promotional pricing, images, titles and product descriptions. • Quick sanity check, making reports, mapping products to appropriate filters, nodes and delisting discontinued models. • Highlighting the encountered product issues on Jira tickets to the technical team ensuring seamless website experience. • Identified, tracked, and reported typographical errors, broken links, and outdated information across the entire site to the team.

E-commerce executive at Neulife Nutrition, Nov 2019 - May 2020 · 7 mos, Mumbai, Maharashtra, India, Managed end-to-end e-commerce platform operations on Amazon, Nykaa, 1MG, Nature's Basket and offline stores. Creation of listings, inventory and order management, cataloguing, A+ creations, promos and coupons, payment tracking, sending daily sales reports. Troubleshooting listings and resolving any seller account related issues. I was handling Online and Offline stores and was directly reporting to the CEO. Managed relationships with multiple vendors to ensure smooth operations in terms of procurement, inventory management and supply chain. Onboarded the business globally on Amazon global selling. Got the lead and launched our products on Godrej Nature's basket.

Process Specialist at Infosys BPM, Oct 2017 - Jul 2018 · 10 mos, Mysuru Area, India, • Worked as and SME and also an Acting Team Lead for Billing project and helped in process training for new joiners. • Mentoring them on live cases, assigning work and ensure they are trained to handle the process independently. • Assisting them on email writing skills to communicate with our partner support team with regards to customer issues. • Having customer obsession and delivering the best services. • Troubleshooting the invoicing and billing issues through internal tools by correcting them and if required to credit the overbilled amount to the customer and resolve the issues. • Maintaining task tracker and sending team performance reports on a regularly basis to the Management. • Led in regular process-update meetings to maintain an error-free operational standard.

Subject Matter Expert at Amazon, Feb 2016 - Oct 2017 · 1 yr 9 mos, Bangalore, • Resolved complex seller inquiries by analyzing transaction data and platform policies, resulting in a 30% reduction in case resolution time and enhanced seller satisfaction. • Case Management: Address seller inquiries promptly, help them list their products, advertising, account health and overall seller central queries. • Adhering to service level agreements (SLAs) for phone, chat, or email. • Issue Resolution: Act as a point of escalation for complex seller problems, utilizing analytical tools to solve problems. • System Troubleshooting: Identify and troubleshoot system issues to resolve seller issues and provide process improvements. • Internal Collaboration: Connect with other internal departments such as Onboarding, Payments, Brand Registry and Catalog teams to resolve seller issues. • Focus on email/calls handling time and pull a greater number of cases within the shift for better seller experience. • Process Improvement: Identify trends in seller inquiries to proactively address recurring problems and suggest improvements to tools and procedures. • Demonstrating clear and polite written and oral communication.

Client Service Analyst at Theorem India Pvt LTD, Feb 2012 - Mar 2014 · 2 y 1 mo, Mysore

Education

MBA, Finance, Karnataka State Open University

Bachelor of Commerce (B.Com.), Income Tax, St. Philomena's A+ Degree College, Bannimantap