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, MaharashtraSkills
- 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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