Chandra kala Enubothula

Customer-oriented professional with over 5 years of robust experience in the company, seeking a position where I can apply my organizational skills, interpersonal skills for the purpose of achieving company’s objectives and establish a career for myself.

• Provided IVR to inbound contacts.
• Member of a PECM KAIZEN (Process improvement) projects.
• Part of Great Place To Work (GPTW) team, conducts site level engagement activities.
• Send out weekly shrinkage and process metric report of the team.

• Super satisfier (March 2022)
• Galactic Gratitude (September 2021)
• Best performer (June, 2021, July, 2021)
• RNR award for attendance in peak 2020
• CS- India CUSTOMER OBSESSION (July, 2019, September, 2019)

MFN Recovery Project:

· Identified 40% decline in MFN seller GMS vs plan until May'24, due to deactivated accounts (Dropshipping, relations).

· Analyzed 380 ESM lead pool sellers, found 180 with YoY GMS decline, including 124 TR sellers.

· Initiated project in WK20 to reactivate TR seller accounts and launch top AU MFN sellers.

· Launched 2 AU MFN sellers within a week, with $20MM EU GMS.

· Reactivated 10 accounts in 3 weeks, increasing HYD MFN GMS by 4%.

· Forecasting 15% increase in MFN GMS by EOY.

SA ESM Program:

· Took over SA ESM program in Feb 2024 along with UAE ESM, managing one reportee.

· Identified VAT and logistics as major concerns for sellers.

· Reached out to top 10 FBA sellers to understand their business and 5 logistics companies to understand their services.

· Partnered with Alljoy to offer discounted logistics services to sellers.

· Collaborated with Safari Star for VAT assistance, while MENA team worked on government approvals.

· Focused on enrolling existing sellers in promotions like Best Deals, Ramadan/EID, and Prime Day.

· Grew SA GMS from $1MM in mid-March to $3MM by May-end, trending +180% vs plan YTD.

· Worked alongside the MENA team to resolve VAT issues.

Seller Experience Enhancement Project:

As an Account Manager, I recognized the importance of seller experience and feedback through the HMD. When I started the project in Dec 2023, the team was receiving a low rating of 3 with only 10-15 feedbacks from sellers. To address this, I took the following actions:

Through these efforts, the average score increased from 3 to 4.5 in January, with 38 responses received. YTD, the average score stands at 4.6 with 220 responses, a substantial increase from the 138 responses received in the entire year of 2023. This initiative has significantly improved seller feedback and enabled us to better understand and enhance their experience.

Compliance project:

· A 6 hours project where we worked as a team of 6 members to avoid a loss of 17 million dollars that company would have due to 89 seller accounts getting deactivated because of no certifications submitted in their accounts’ prior listings children category products and was able to avoid 10-million-dollar loss by contacting sellers over calls.