Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Affiliations
Accomplishments
References
Timeline
AssistantManager
Atul Sharma

Atul Sharma

Vasai,India

Summary

Experienced professional with a robust background in sales and operations, characterized by a compassionate and dedicated work ethic. Possessing a results-driven, analytical, and innovative mindset, coupled with more than 3 years of practical experience in esteemed global enterprises. Demonstrates adeptness in tackling challenging responsibilities, utilizing strong interpersonal skills, fostering collaboration, and excelling in problem-solving. Motivated by a commitment to delivering top-tier service and maintaining a consistent track record of exceptional results.

Overview

6
6
years of professional experience
5
5
years of post-secondary education

Work History

SPS T4 Associate (Trouble Ticket Triage Team)

Amazon
Mumbai, India
09.2022 - Current
  • Used in-depth product understanding to answer customer questions knowledgeably.
  • Handled 30+ tickets per day to provide quick and prompt response to SPS to resolve sellers problem.
  • Improved customer satisfaction ratings through responsive query resolution.
  • Reduced customer wait times by adhering to call target timeframes.
  • Creating consistent closed loop coaching to the associates on inaccurate tickets
  • Identifying knowledge gaps in the current trouble ticketing process
  • Submitting SOP creation or updates for any missing or inaccurate information from existing SPS resources such as PWF, SOP and HP
  • Identifying ticket trends and working towards ticket reduction through stakeholder management.


T4 - Brand Name Authorization

Amazon
Mumbai, Maharashtra
06.2023 - 11.2023
  • Handled over 30 Brand approval requests per day while maintaining all metrics.
  • Validated, approved, or rejected brand approval requests for selling on Amazon.
  • Conducted thorough inspections of packaging, brand tags, prints, and embossing on products.
  • Filed violations against brands that violated internal policies.
  • Provided exemptions for listing products without brand names.
  • Ensured compliance with brand authorization procedures and policies.
  • Maintained detailed records of brand approval processes and violations.
  • Provided coaching to all applicants about approval process and mistakes which could lead to rejection.

Certified Specialty Mentor

Amazon
Mumbai, India
06.2022 - 09.2022
  • Mentored & trained associates on core Operations, maintain performance metrics such as Quality, Productivity, Case Handling Time, Selling Partner Satisfaction & First Contact Resolution.
  • Listened actively to mentees' concerns, goals and challenges, providing empathetic understanding and personalized guidance.
  • Shared personal experiences and insights to offer valuable lessons learned and demonstrate practical application of knowledge and skills.
  • Managed over 5 customer contacts per day per mentees while maintaining quality of work and Increased productivity 20% month on month basis.
  • Maintained confidentiality to create safe and supportive space for open dialogue and growth.
  • Provided constructive feedback and guidance during setbacks, helping mentees overcome challenges, learn from mistakes and develop resilience.
  • Established reputation as trusted advisor for mentees throughout their careers.

Seller Partner Associate

Amazon
Mumbai, India
01.2021 - 09.2022
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Handled 60 customer contacts over phone, email and chat enquiries with consistent customer service across multiple channels.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Consistently achieved service rating targets, managing customer enquiries with personalized care and attention.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Maintained the position in Top 3 Associates for 3 quarters consequently.

Operations associate

Edurific
Mumbai, India
08.2020 - 01.2021
  • Coordinated schedules between incoming students and available teachers to ensure daily demos.
  • Enhanced demo efficiency from 6 demos per hour to 10 demos per hour within 40 days.
  • Recruited and managed 90+ subject experts to conduct demos.
  • Initiated feedback sharing between teachers and sales team to improve conversion rates.
  • Managed 90+ virtual teachers, optimizing class allocation to increase earnings and job satisfaction.
  • Implemented strategies to streamline demo processes and maximize resource utilization.
  • Assisted with day-to-day operations of facility, including scheduling and customer service.

Manager Strategic Partnerships

Yangpoo Executive Education
Mumbai, India
11.2018 - 06.2020
  • Represented Online Certifications from Harvard Business School and FMB from WeSchool Mumbai.
  • Pitched and Onboarded an Institute for Online certifications from HBS for entire batch of year 2020 by signing the MOU.
  • Analyzed sales reports to identify trends and update strategies.
  • Optimized sales methods to best engage, acquire and retain customers.
  • Customized promotional strategies to meet needs of different clients, products and services.
  • Coordinated with marketing team on paid campaigns on different platforms, carefully overseeing results to deliver maximum ROI.
  • Organized events in various parts of state to promote and Market the brand and spread awareness about our brand service.

Business Development Executive

jaro education
Mumbai, India
10.2017 - 11.2018
  • Contacted and converted potential customers via telephone, email and in-person enquiries.
  • Generated leads to bring in new client revenue and improve bottom-line profitability.
  • Generated new leads through networking at industry conferences and events.
  • Conducted market research to understand customer base and enhance products.
  • Organised marketing plans and programmes to best support business growth and development.
  • Trained new staff to efficiently manage sales pipeline.
  • Researched competitor behaviour and adapted tactics to boost performance.
  • Influenced key decision-making and established trust with stakeholders.

Internshala Student Partner

Internshala
Mumbai, India
08.2016 - 02.2017
  • Promoted the brand in my college
  • Conducted marketing events in college
  • Created awareness about the services into the market on social media
  • Helped students take up courses and Internships from Internshala.

Summer Intern

Quantiphi, Inc.
Mumbai, India
04.2015 - 06.2016
  • Integral part of the project "Alphonso"(San Francisco based Advertisement Co.) launched by Quantiphi Solution Analytics.

Education

Bachelor of Business Administration - Finance and Financial Management Services

M.L.Dahanukar College of Commerce
Mumbai, Maharashtra
06.2014 - 04.2017

High School Certificate - Business/Commerce, General

St. Thomas Baptista College of Science, Commerce
Vasai, Maharashtra
06.2012 - 05.2014

Secondary School Certificate - Secondary School Certificate

St. Anthony's Convent High School
Vasai, Maharashtra

Skills


  • Communication skills
  • Analytical Skills
  • Problem-solving
  • Time Management
  • Team Management
  • Customer-focused
  • Root Cause Analysis
  • Attention to details

Certification

  • Google Analytics
  • Digital Marketing
  • Advance Google Analytics
  • The Fundamentals of Digital Marketing

Personal Information

Title: SPS T4 Associate (Trouble Ticket Triage Team)

Languages

English
Proficient (C2)
hindi
Proficient (C2)
Marathi
Upper intermediate

Affiliations

  • Arts and Crafts
  • Cycling and Bike Riding

Accomplishments

  • Received Certificate of Appreciation for my contribution in SPS for the month March and April in the year 2022.
  • Got recommended to be a Part of BNA team and contribute in the hour of need.
  • Was selected to create a batch, train and deploy them in production when online system was down and more man power was required.
  • Contributed towards the metrics improvement of the whole team by auditing their work and providing insights.




References

References available upon request.

Timeline

T4 - Brand Name Authorization

Amazon
06.2023 - 11.2023

SPS T4 Associate (Trouble Ticket Triage Team)

Amazon
09.2022 - Current

Certified Specialty Mentor

Amazon
06.2022 - 09.2022

Seller Partner Associate

Amazon
01.2021 - 09.2022

Operations associate

Edurific
08.2020 - 01.2021

Manager Strategic Partnerships

Yangpoo Executive Education
11.2018 - 06.2020

Business Development Executive

jaro education
10.2017 - 11.2018

Internshala Student Partner

Internshala
08.2016 - 02.2017

Summer Intern

Quantiphi, Inc.
04.2015 - 06.2016

Bachelor of Business Administration - Finance and Financial Management Services

M.L.Dahanukar College of Commerce
06.2014 - 04.2017

High School Certificate - Business/Commerce, General

St. Thomas Baptista College of Science, Commerce
06.2012 - 05.2014

Secondary School Certificate - Secondary School Certificate

St. Anthony's Convent High School

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Atul Sharma