Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Anurag Sinha

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, India
05-2022

Bachelors of Commerce - Finance

Garden City College, Bangalore University
Bangalore
04-2015

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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