Headline

E-commerce Operations Specialist | 8+ Years Driving Excellence at Amazon | Operational Efficiency & Team Leadership | Data-Driven Process Improvement

About

I realized operations was broken the night I watched the same seller escalation bounce across three teams while the clock ticked past midnight. The dashboard numbers looked fine, but inboxes were overflowing and no one owned the root cause. I could hear the frustration in the seller’s messages; polite words hiding urgency while we repeated steps that never fixed the real issue. We were solving for closure, not clarity. That was the moment I stopped treating escalations as tasks and started treating them as patterns. I began digging into data instead of just responding to tickets. I tracked recurring errors, mapped handoffs between teams, and rewrote broken SOPs so they actually reflected how work happened on the floor. I trained associates across domains, simplified complex workflows, and focused on reducing repeat mistakes rather than celebrating fast replies. Process improvement, for me, became less about speed and more about stability. I believe operations should make work lighter, not louder. Most teams chase metrics; I focus on building systems that quietly prevent problems before they reach a customer.

Location

Kolkata

Work experience

Associate Advisor (L4) at Amazon, Jun 2022 - Jul 2025 · 3 yrs 2 mos, Strengthened global seller operations across EMEA, NA, LATAM, and APAC by leading 10+ process improvement initiatives and refining 5 SOPs, increasing workflow consistency and reducing repeat errors by 15%. Elevated team capability by training and mentoring 100+ associates across 9 operational domains, driving higher cross-functional accuracy, stronger knowledge depth, and measurable productivity gains. Protected customer experience and performance metrics by resolving high-impact escalations, facilitating monthly knowledge forums for 50+ participants, and contributing to a 10% boost in team engagement and sustained 95%+ CSAT.

Senior Seller Partner Support (L3) at Amazon, Sep 2020 - Jun 2022 · 1 yr 10 mos, Managed 500+ seller accounts while resolving 100+ high-priority cases monthly, sustaining 95%+ CSAT and strengthening long-term seller retention. Partnered with 6+ cross-functional teams (Ops, Tech, Policy, Business) to eliminate recurring issues, driving a 15% lift in team productivity and embedding 3 workflow improvements into live processes. Maintained 98% adherence while balancing complex case volumes, improving response quality without compromising operational efficiency.

Employment Counselor at Edujobs Academy Pvt Ltd, Dec 2019 - May 2020 · 6 mos, India, Drove student enrollments by delivering structured counseling sessions that converted prospects into committed applicants through clear, outcome-focused guidance. Represented the organization at exhibitions and outreach events, expanding brand visibility and generating qualified leads through direct engagement. Strengthened client trust by simplifying course pathways and aligning program selection with long-term career goals.

Academic Counselor at NIIT Limited, Apr 2018 - Dec 2019 · 1 yr 9 mos, India, Increased student onboarding conversions by conducting in-depth counseling sessions that translated complex program details into actionable career plans. Streamlined coordination between trainers and students, ensuring smoother batch operations and improved learner experience. Built and maintained structured prospect databases, improving follow-up efficiency and enrollment tracking.

Telesales Executive at Cordlife India, Jun 2017 - Mar 2018 · 10 mos, India, Generated new business opportunities through targeted outbound engagement, identifying customer needs and converting interest into qualified sales conversations. Strengthened customer loyalty by maintaining accurate consumer data and capturing actionable feedback for service improvement. Contributed to revenue growth by combining persuasive communication with disciplined follow-up and pipeline management.

Education

Master of Arts - MA, English Literature (British and Commonwealth), Bethune College

Bachelor of Arts - BA, English Literature (British and Commonwealth), Women's University