Anurag Sinha
Bangalore
Summary
Customer support and contact center leader with 9+ years in Amazon Seller Support, including 7 years leading global contact center teams and enhancing service delivery at scale. Proven track record in improving seller satisfaction, streamlining processes using Lean Six Sigma, and leading high-impact initiatives across escalation handling, automation, and employee engagement. Known for building high-performing teams, launching premium support programs, and enhancing operational efficiency through data-driven decision-making and customer-first strategies.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager II – Seller Partner Support (Escalations)
Amazon
Bangalore
08.2022 - 04.2024
- Led a globally distributed team of 4 managers and 40+ SMEs, overseeing day-to-day operations for the Amazon US seller support contact center.
- Managed seller escalations, complex workflows, and policy exceptions; reduced response time by 60% through streamlined escalation processes and SME consolidation across geographies.
- Drove 13% improvement in seller satisfaction (CSAT) via premium support mechanisms for strategic sellers, enhancing resolution quality and reducing reopen rates by 25%.
- Integrated Lean Six Sigma methodology to design a standardized global SME support framework, reducing missed contacts by 40% and boosting occupancy by 5%.
- Co-created a knowledge repository and improved audit transparency through revamped performance scorecards and hygiene trackers.
- Played a pivotal role in employee experience, increasing engagement by 70 bps via global engagement programs and structured recognition frameworks.
- Conducted over 600+ interviews to ensure pipeline readiness across high-volume seller events and attrition cycles.
Manager I – Seller Support Operations
Amazon
Bangalore
03.2019 - 08.2022
- Managed a 30-member contact center team supporting Amazon sellers, delivering consistent SLA adherence and quality metrics through coaching and analytics-driven improvements.
- Developed workforce mitigation strategies during peak times/public holidays, achieving 5% productivity leak reduction and maintaining SLAs.
- Partnered cross-functionally with Brand Registry and Training teams to reduce rejection rates by 12% and enable faster ramp-ups by 5 weeks.
- Oversaw quality and compliance through regular audits, appeals, and calibrations, improving accuracy and quality KPIs by 12%.
- Contributed to process reengineering projects, resulting in $480K annualized savings from reduced rework and case reopen rates.
Associate Advisor – Seller Support Contact Center
Amazon
Bangalore
04.2017 - 03.2019
- Acted as a functional team lead for 3 support teams (20 associates each), managing real-time escalations and supporting frontline case resolution across marketplaces.
- Handled critical seller pain points, achieving 92% CSAT by solving technical/system-level issues and improving first-contact resolution.
- Collaborated with ML teams to help automate 6 operational tools and SOPs, optimizing resolution pathways and reducing manual effort.
- Initiated and drove RCA-based defect reduction mechanisms, attaining a 95% accuracy benchmark.
Associate / SPS Mentor – Seller Support
Amazon
Bangalore
06.2015 - 04.2017
- Delivered frontline email-based seller support; maintained 95% quality scores across metrics.
- Mentored 13 batches of 7 new hires each; accelerated readiness through structured training and role shadowing.
- Identified 17+ process gaps, contributing to SOP revisions that enhanced customer support workflows.
Education
Post Graduate Diploma in Management (PGDM) - Marketing
Great Lakes Institute of Management
Chennai, India05-2022
Bachelors of Commerce - Finance
Garden City College, Bangalore University
Bangalore04-2015
Skills
- Global Contact Center Management
- Escalation & Incident Management
- Lean Six Sigma (Yellow Belt Certified)
- Performance & Workforce Analytics
- Stakeholder & Cross-Functional Collaboration
- Coaching, Onboarding & Team Development
- Process Improvement & Automation
- Service Level and Quality Management
- Strategic Planning & Budget Oversight
- Employee Engagement & Recognition Programs
- Voice of Seller (VoS) and CSAT Enhancement
Accomplishments
· Honored with the Game Changer award by the Director of Global Support Escalations team for spearheading the global launch of a consolidated support system, leadership escalations, and driving employee engagement across India, North America, and the European Union.
· Commended by the Workforce Leadership Team for securing the highest overtime hours during festivals, achieving a 20% increase by leveraging cross-regional support and implementing additional monetary incentives.
Certification
· Trained in Six Sigma Yellow Belt and utilized tools to work on projects to improve the first contact resolution rate.
· Completed 3 years of service in the National Cadet Corps (NCC) during college, earning a promotion to Company Quartermaster Sergeant (CQMS) rank.
Timeline
Manager II – Seller Partner Support (Escalations)
Amazon
08.2022 - 04.2024
Manager I – Seller Support Operations
Amazon
03.2019 - 08.2022
Associate Advisor – Seller Support Contact Center
Amazon
04.2017 - 03.2019
Associate / SPS Mentor – Seller Support
Amazon
06.2015 - 04.2017
Post Graduate Diploma in Management (PGDM) - Marketing
Great Lakes Institute of Management
Bachelors of Commerce - Finance
Garden City College, Bangalore University
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