BOJJI JAYATHEERTHA

Previous working in Customer Service Department:

Worked both in US and UK Process:

Mentorship: Worked as Mentor for 1 year

Seller Support Department:

• Worked in different skills like @M, Feeds, IIDP, Brand Registry Applications, Brand Support and UPC exemptions.
• During night shift, I used to make calls to the sellers for fixing feed related issues.
• Taking team meetings and discussing the updates daily in the team meetings.

Individual Contributions:

• Audit has done on Reopen analysis and gave suggestions to reduce reopen rate.
• Contacted external team for resolving PAA cases of Brand registry applications by closing tickets and reduced PAA rate.
• Submitted a gemba to create a new blurb User_not_accepted_brand_termswhich got approved and helped to reduce reopen rate. (62 cases receiving error message and 6 cases are reopened which is 10%. Impact)
• Prepared CPH tracker for my team which helps to analyze the resolve rate, AHT individually instantly while doing cases.
• To reduce ticket time resolution and give positive seller experience, contacted our internal team personally and closed all the tickets which are in pending for longer period and reduced TTR rate.
• Worked as a Mentor to couple of Korean Batches (comprises of 12 members/batch) which is under training with respect to Brand Registry support and Brand Registry Applications process under Hyunjung Ki (Trainer)
• Worked in Ticket team to resolve the tickets which are showing as unassigned for a longer period.
• Worked as a Mentor for upgrading brand skills to another couple of Indian batches (comprises of 14 members/batch) both giving training as well as mentor production. (Prithviraj Bhatta charjee trainer)
• Selected as a member for assisting issues of Australia Brand Registry (Chung, Mickey. Sr. Start up development manager)

Projects:

• Contributed for Andon Project work to find the reason why Andon is raising. If there is any process defect, raised Gemba to reduce AHT, Andon rates. (audited 300 andons, 14 gembas raised, 2 are approved)
• Auditing aged cases to know the reason why they are aged. If there is any possibility to resolve the cases, we used to resolve them. So far (Audited 1135 cases and resolved 166 cases) (14%)
• To have positive impact seller experience, audited 1500 cases, found 101 (6.6%) cases were ageing due to Routing issues and highlighted with ACES and the team is working with Contact routing administrators to get the issue fixed.
• Identified 223 cases were pending due to SIMS raised to CSW-Seller Requests RG group with an average case age of 49days. Worked with Brand PM manager, resolved the issue and this change helped to reduce TTR on Brand Aged Cases.