Ajitesh Kumar Saroj
Hyderabad
Summary
With a rich educational tapestry, including an ongoing Executive Management Program at the Indian Institute of Management, Calcutta, and a Master's in Sociology from the University of Hyderabad, my expertise spans strategic management and trust and safety. Most recently, I spearheaded Listings Management for Amazon across multiple regions, harnessing my ability to navigate complex quality metrics and policy intricacies with ease.
During tenure with Concentrix, supported Google's AdWords and YouTube's Global Policy Operations Team, cultivated a robust environment of trust and safety, balancing content management with stringent policy adherence. My approach to leadership is rooted in collaboration, fostering a culture that values diverse perspectives and aligns with our shared goals. I'm committed to leveraging my strategic acumen and cross-cultural competencies to empower and uplift the organizations I serve.
Overview
8
8
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Senior Specialist (Application Support)
Achala IT Solutions
8 2023 - Current
- Supporting BMW Dealerships based across Europe (FR, DE, ES, PL, IT)
- Work nature includes Process and Quality improvement, Application support, ITSM Ticket management, Business Development, SOP and Quality Assurance, Program Management, Application Testing, Product Testing, Compliance Management, Team Management
- Managed 15-20 customer calls and tickets per day, introduced SOPs to enhance work efficiency by about 20%
- Identified areas in need of critical improvement and implemented strategies to achieve targets
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals
- Supported department leadership in implementing new policies, procedures and controls
- Enhanced team skill sets with targeted training programs, elevating overall productivity and project outcomes
Listings Specialist, FR
Amazon
03.2019 - 08.2023
- Managed listings holistically across EU, NA, and SA regions
- Jon responsibilities included: Listings Optimization, Selection Parity, Listings Creation and Enhancement, Stakeholder Management, Quality Assurance, Program Management, Client Onboarding, Process Training, Quality improvement, SOP creation, Deep Dives and Process improvement, Seller Central Management, Sales improvement and GMS generation, process training to new hires.
- Created SOPs and Quality check mechanism to ensure geographic legal compliance and quality to avoid any escalation and achieve customer satisfaction.
- Managed approx. 40k listings per month and optimized approx. 70k ASINs per month, leading to 30-35 conversion rate.
- Collaborated with cross-functional teams to achieve project goals on time and within budget
- Followed all company policies and procedures to deliver quality work
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
- Restructured customer service process, ensuring quicker response times
- Increased efficiency by automating routine tasks with software solutions
- Developed effective improvement plans in alignment with goals and specifications
Lead, Trust and Safety Policy Operations
CONCENTRIX DAKSH Pvt. Ltd.
09.2016 - 03.2019
- Worked for Google's AdWords and YouTube process
- Job nature included: Process improvement, Quality control and compliance management, Content Moderation, Policy formulation and Enforcement, Google AdWords: Trust and safety, Policy formulation and enforcement, Client management
- Content managed included: graphic content videos, child abuse, pornographic content, live streaming content, Conspiracy theoris, far right and neo-Nazi contents, Phishing and spam related contents, child related contents.
- Flagged non-compliant videos to make platform safe for its users
- Managed team of 8 associates, trained and motivated them towards meeting quality delivery and organizational goals.
Freelancer
- Worked as freelancer Translator and Interpreter, as a tourist guide and Content writer and reviewer
- Reviewed news articles and modified them where required as per the guidelines
- Worked for Société Générale as a translator, translated their documents into local language and briefed the contents of official and unofficial documents to the local employees in both written documents and oral forms
- Worked as a Freelance blogger and wrote news feed articles for different organizations and news agencies
Education
Bachelor of Arts - French And Francophone Studies
Jawaharlal Nehru University
04.2001 -
Master of Arts - Sociology
University of Hyderabad
04.2001 -
Diploma - General Management
Indian Institute of Management- Calcutta
04.2001 -
Skills
ITIL V4 certified
Lean Six Sigma
Project Management
Content Moderation
Trust and Safety Policy Operations
Quality Assurance
Trust and Safety
Team Management
Customer support operations
Stakeholder management
ITSM
Excel
SQL
Process improvement
Business Development
Communication and Presentation
Certification
ITIL V4
Timeline
Listings Specialist, FR
Amazon
03.2019 - 08.2023
Lead, Trust and Safety Policy Operations
CONCENTRIX DAKSH Pvt. Ltd.
09.2016 - 03.2019
Bachelor of Arts - French And Francophone Studies
Jawaharlal Nehru University
04.2001 -
Master of Arts - Sociology
University of Hyderabad
04.2001 -
Diploma - General Management
Indian Institute of Management- Calcutta
04.2001 -
Senior Specialist (Application Support)
Achala IT Solutions
8 2023 - Current
Freelancer
Similar Profiles
NAVYA NANDAN MUNGANDLANAVYA NANDAN MUNGANDLA
Software Engineer at Achala IT SolutionsSoftware Engineer at Achala IT Solutions
Naveena NelapatlaNaveena Nelapatla
Java Full Stack Developer at Achala SolutionsJava Full Stack Developer at Achala Solutions
Binny ThomasBinny Thomas
Vice President - Sales & Marketing at Achala Health Services Private LimitedVice President - Sales & Marketing at Achala Health Services Private Limited