Bharat Rajput

Operations Manager, Amazon SP-Support (2022 - Present) Led large-scale seller & vendor support operations across multiple sites (Bangalore, West Bengal, and Japan), managing 400+ team members including managers, supervisors, and associates.

Key Achievements:

• Maintained high performance across key Experience & efficiency metrics while sustaining high team engagement rates
• Collaborated with product and technology teams
  to develop tools and resources that improve
  seller experience
• Analyzed data trends to identify potential
  bottlenecks in operations workflow, implementing
  strategies to mitigate risks accordingly.
• Spearheaded vendor experience transformation, reducing negative sentiment from 56% in Q1'24 to 36% in Q1'25 through strategic initiatives.
• Led Chat Experience improvement & efficiency optimization across multiple store regions in 2024
• Established robust performance management framework across all levels, implementing data-driven governance mechanisms and standardized scorecards since 2022-2024
• Collaborated with cross-functional teams to execute large-scale work migration across NA, EU, and JP stores and transformation through concierge-level service model and GenAI integration initiatives
• Built and maintained key partnerships with business groups to support high-GMS vendors
• Led and developed a high-performing team that consistently met or exceeded goals across multiple domains. Fostered a culture of ownership and accountability, resulting in enhanced team productivity and measurable performance improvements.

• Led employee relations through effective communication, coaching, training, and development.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
• Streamlined communication channels for increased efficiency in project execution and decision-making processes.
• Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
• Created knowledge-sharing platform, facilitating easier access to information and best practices among team members.
• Optimized resource allocation, ensuring right personnel were assigned to key tasks.
• Used industry expertise, customer service skills and analytical nature to improve customer experience.

Led credit card back-office operations and service delivery with a team of 30+ associates, managing critical client relationships and operational excellence.

Key Responsibilities & Achievements:

Operations & Service Delivery:
* Managed 24/7 operations including floor management, resource planning, and workload optimization
* Successfully transitioned and stabilized newer support models in 2014, leading to business expansion
* Orchestrated implementation of new tools and methodologies while maintaining service excellence

Performance Management & Process Improvement:
* Led weekly/monthly business reviews and prepared client-facing dashboards for credit card back-end operations
* Spearheaded multiple successful Kaizen projects using CI/Lean methodologies. Implemented Agile frameworks for process optimization, enhancing operational efficiency
* Received CFS GEM Award (2015) for exceptional operational leadership

Team Development & Client Relations:
* Achieved zero attrition for 5 consecutive quarters through effective team engagement
* Established comprehensive mentoring and career mapping program for associates
* Built and maintained strong client relationships through regular performance reviews and calibrations
* Successfully managed all internal and client-defined KRAs while exceeding service level expectations

• Led a team of 25 associates handling credit card correspondence and chat support operations. Focused on developing team capabilities through targeted coaching and continuous feedback mechanisms. Consistently met service level agreements while maintaining high quality standards. Implemented structured coaching programs that improved team performance metrics and enhanced customer satisfaction scores. Served as a bridge between associates and management, effectively communicating organizational goals while addressing team concerns.