Java
Debayan Roy
Sales & Marketing Support & Analyst
Khardah
Summary
Fulfillment Operations Analyst supporting FBA discrepancies across 7+ locations, investigating 100+ cases per month, inventory reconciliation, and fulfillment issue resolution. Interprets data to identify root causes, strengthen process control, and reduce repeat operational defects by 21%+ across multiple fulfillment locations. Partners with internal teams to keep order flow and seller inventory aligned, providing timely, clear, and accurate updates to 50+ frustrated sellers during critical escalations.
Overview
3
3
Languages
3
3
years of professional experience
Work History
Selling Partner Support, Fulfillment Operations, Seller Operations, FBA, Policy & Compliance
Amazon
Kolkata, WB
07.2023 - Current
- Next Gen Amazon Selling Management — Europe & Middle East
- Supported third-party Selling Partners across Europe and the Middle East, handling end-to-end operational queries via chat and email across FBA, inventory management, listings, compliance, reimbursements, and fulfillment operations, ensuring uninterrupted seller business continuity.
- Managed a high volume of complex EU/ME cases while consistently maintaining 95% performance across key quality metrics (Negative Response Rate, Reopen Rate, and Resolve Rate), ensuring accurate, first-time-right resolution of seller issues.
- Achieved 75% First Contact Resolution (FCR) on chat support by diagnosing root causes and resolving issues in a single interaction, reducing repeat contacts and escalations.
- Maintained 95% CSAT/quality score while managing operational and financial cases, including FBA discrepancies, listing issues, and policy compliance challenges across EU/ME marketplace.
- Coached 150+ Selling Partners, leading to 20% reduction in repeated policy violations and listing suppression cases by educating sellers on FBA processes, compliance requirements, and marketplace best practices.
- July 2023 - Present
Education
Bachelor of Technology - Information Technology
Guru Nanak Institute of Technology
Kolkata, WB, India01-2022
ISC - undefined
Douglas Memorial Higher Secondary School
Kolkata, WB, India01-2018
ICSE - undefined
Douglas Memorial Higher Secondary School
Kolkata, WB, India01-2016
Skills
- Inventory management
- Listing management
- Case management
- Escalation management
- Seller education
- Policy compliance
- Listing reinstatement
- Process improvement
- Root cause analysis
- SOP development
- Vendor management
- Knowledge base management
KEY PERFORMANCE HIGHLIGHTS
- Maintained 95% CSAT and Quality Score — Consistent high service performance
- Achieved 75% FCR and 70% average FCR — Exceeded 65% team benchmark
- Supported 150+ sellers and 50+ incidents — Ensured continuity during critical events
- Recovered $15,000 via cross-team resolution — 48-hour FBA inventory recovery effort
- Improved operations: 20% fewer violations, 25% faster AHT — Drove efficiency and revenue protection
Software
Python
Affiliations
Serving as a volunteer in Relif works of Ramkrishna Mission, Belur Math
Interests
Cricket , Books , Foods
Timeline
Selling Partner Support, Fulfillment Operations, Seller Operations, FBA, Policy & Compliance
Amazon
07.2023 - Current
ICSE - undefined
Douglas Memorial Higher Secondary School
ISC - undefined
Douglas Memorial Higher Secondary School
Bachelor of Technology - Information Technology
Guru Nanak Institute of Technology