Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Notable Attainments
Personal Information
Timeline
Generic

Karan Sarode

Sr. Project Manager - ECommerce Operations

Summary

Strategic and Self driven Project Manager with a track record spanning over a decade in eCommerce Operations and more than six years in Customer Service/Collections. A goal-driven leader adept at formulating strategies to drive organizational growth, ensure sustained profitability, and enhance business performance.

Skilled in comprehensive quality management, including testing, tool utilization, and report generation, with a focus on implementing quality measures to achieve desired outcomes.

Proficient in serving as an escalation point to address critical team issues. Possesses outstanding interpersonal, communication, and organizational abilities, with a proven track record in team leadership and management.

Overview

19
19
years of professional experience
1
1
Certification

Work History

SR.PROJECT MANAGER/Ecom. Operations

Lumina Datamatics
02.2012 - Current
  • Overseeing a team of full-time employees for the primary marketplace client in the United States involves establishing service standards and guidelines aimed at enhancing service revenue.
  • Ensuring adherence to client SLAs across various projects at different client organizations is a key responsibility.
  • Developing strategic plans to improve productivity, quality, and resource utilization is essential. This includes setting targets, SOPs, SLAs, and maintaining Critical to Quality/Process targets.
  • Additionally, creating metrics to gauge team performance and removing unnecessary procedures from processes to ensure consistency in understanding at both client and organizational levels is crucial.
  • Conducting internal process audits and reviews ensures adherence to defined guidelines.
    Identifying training needs and organizing programs to enhance product presentation skills is part of the role.
  • Engaging in client coordination for project deliveries and updates, identifying business opportunities within processes, and presenting monthly business reviews to senior management are also tasks.
  • Driving initiatives to identify and nurture high-potential talent within the organization and translating business requirements into detailed functional specifications for process automation are further responsibilities.

TEAM LEADER/Operations

Accenture Services Pvt Ltd
05.2005 - 11.2011
  • Crafting work directions and plans tailored to associates' capabilities following comprehensive assessments.
  • Compiling and delivering diverse weekly/monthly MIS reports on process and productivity.
  • Maintaining documented performance reports and facilitating communication with all support departments.
  • Overseeing key account retention, back office operations, customer satisfaction, and project compliance and risk management.
  • Analyzing client needs, identifying areas for improvement, and implementing measures to enhance customer satisfaction levels.
  • Reviewing account performance against contractual metrics such as Service Levels, Handle Times, Quality Scores, and CSAT Scores.
  • Assessing business health based on Quadrant Management, focusing on critical Client SLA metrics such as RPH and Accuracy.
  • Providing continuous on-the-job training to enhance workforce productivity and operational efficiencies through knowledge enhancement and skill-building.

Education

Bachelor of Commerce -

Mumbai University
05.2005

Skills

  • Project / Process Management
  • Operations Management
  • Website Quality Management
  • Catalog & Content Management
  • Client Relationship Management
  • Customer Experience & Analytics
  • Seller Onboarding
  • Seller Support (L1/ L2)
  • Recruitment and Training
  • Delivery Management
  • Process Automation
  • Product Categorization Services
  • Resource Planning

Affiliations

Partner Onboarding Support - Feb 2023 - Current

  • FTE's calls as TAMs (Technical Account Managers) focus on swiftly onboarding and launching sellers.
  • Offer operational support to outsourced partners for the initial 90 days post-launch, aiding sellers in optimizing listing performance.
  • Prioritize achieving high NPS scores by delivering exceptional onboarding experiences.

Customer Data Analytics Support - Feb 2020 - Current

  • FTEs focused on addressing end-user feedback by identifying and resolving content issues on client product pages to enhance the purchasing experience.
  • Analyzing customer feedback to identify gaps in product page content, including images, descriptions, features, titles, and highlights, through comparison with manufacturer or competitor websites.

SEM Support - May 2022 - Current

  • FTEs assigned to support sellers with inquiries about item performance and send weekly performance reports.
  • Receive item lists from merchants, sort them, and distribute to teams for offer launch on the client's website.

Level1/Level2 Support - Dec 2018 - Jan 2021

  • FTEs, serving as seller support executives, address L1 and L2 issues remotely via email chat, using Sales-force and JIRA.
  • Responsibilities include post-purchase inquiries, item setup assistance, imagery management, pricing and inventory resolution, account setup facilitation, commission support, categorization aid, tax code setup, and Shopify assistance.

Website Quality Management - Feb 2021 - July 2021

  • FTEs verify catalog and listing content added by sellers/vendors across departments, ensuring factual and formatting accuracy, as well as correct product categorization and assortment for promotions, events, or advertisement campaigns.

Item Search Curation - Aug 2021 - Dec 2021

  • FTEs assigned to machine learning tasks to group items by criteria like brand name and description, with manual review to identify grouped and standalone products.
  • They also use client-provided grouping files to identify distinguishers and variants based on online research.

Chatbots for Automated Customer Support - Oct 2021 - Dec 2021

  • FTEs focus on listening to customer conversations, understanding intent in calls and chats, and accurately labeling them for machine learning.
  • Goal is to enable the BOT to pinpoint reasons for calls and chats, connecting customers to relevant departments or resolving issues via IVR to minimize contact center contacts.

Certification

  • Pursuing - Project Management Professional
  • Business Analysis & Project Management
  • Business Intelligence using Power BI
  • Agile with Altassian JIRA
  • Google Ads for Beginners

Notable Attainments

Lumina Datamatics

  • Manager of the Quarter, July 2019
  • Excellence in Team Execution, April 2017

Accenture Services Pvt Ltd

  • Best Performance as a Lend Team in April.’ 11 & May.’ 11
  • Awards of Excellence from Capital One for Dream Team
  • Best Collector for the year 2007

Personal Information

  • Valid USA B1 Visa until March’2025
  • Passport Number: M3240052
  • Date of Birth: 27th October, 1983
  • Languages: English, Hindi & Marathi

Timeline

SR.PROJECT MANAGER/Ecom. Operations

Lumina Datamatics
02.2012 - Current

TEAM LEADER/Operations

Accenture Services Pvt Ltd
05.2005 - 11.2011

Bachelor of Commerce -

Mumbai University

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Karan Sarode