Bijay Baral

Technical issue management:

• Partnered with the tech teams to identify and resolve ongoing technical issues on the Amazon Seller registration page, as well as ensure quick code patches where necessary to improve the SX (Seller Experience).
• Successfully implemented the NVA feedback mechanism, which resulted in a 55% reduction in NVA ticket incoming versus a volume of 19K to the Amazon SX tech team.

Performance Monitoring and Reporting:

• Introduced comprehensive metrics such as Time to Resolution (TTR), Service Level Agreement (SLA), First Touch, Reopen Rate, and Ticket Reduction Performance to evaluate the efficiency of the tech triaging process.
• Created various dashboards for monitoring and measuring team performance, utilizing tools such as Excel, Quicksight, and SQL.
• Working on identifying process gaps and improvements by deep diving into existing processes and historical data.

Process Improvement and Automation:

• Partnered with the Operations team, consisting of over 18,000 associates, to streamline the feedback process and improve the process for seller tech issue intake.
• Built an automated ticket transfer and allocation process by designing multiple automation scripts using JavaScript.
• Built self-service workflows designed to empower users to resolve issues on their own, which reduced incoming requests by 60%.
• Built automated bucketization and reporting, which saves 40 hours of SDEs' bandwidth weekly.

Stakeholder Engagement and Documentation:

• Collaborating with key technical stakeholders to uncover opportunities for enhancing SDE workflows, and implementing strategic process optimizations.
• Built technical SOPs for approximately 10 functions onboarded with the TechEx team.
• Reviewing and writing business documents for active projects.

Product and Feature Assessment:

• Worked closely with the product team to determine the need for any product or feature adjustments for the Amazon Seller Central page.

• Worked with Pogram team to increase efficiency and bandwidth of the Software Development Engineers (SDE) towards resolution of Seller facing tech issues.
• Worked on sellers tech issue tickets to provide resolution on the issues observed by deep diving, SOPs and guidance from the SDEs.
• Performed an internal audit, a deep dive examination of the quality error for the team, and shared it with senior leaders.

• Worked as an POC/SME for compliance team, responsible for product compliance with Amazon compliance policy and also with the local region for all products listed on Amazon platform.
• Responsible for RCA and Deep Dive analysis on the quality error for PA - BLR node, and reporting it across senior management team

• Collaborated with the Live Mentor Team to enhance Byju's learning experience.
• Worked as initial point of contact for clients, providing them with demos of the products offered and their benefits.
• Collaborated with mentors and teams to create contents for student mentors.

• Worked with UK and IN Applied Modulation & Data Science Team for continuous improvement of Alexa enabled Amazon Echo Devices.
• Delivered intricate and complex workflows to launch Alexa for India 7 local languages including Indian English.