Debraj Gupta

Dynamic and result-oriented Strategic Account Manager with proven success at building and maintaining long-term and profitable business relationships. Coordinates support, service and management resources and fulfills account performance requirements and customer expectations. Understands company products and services intimately and guides customers in applying ideal solutions to meet specific needs. Understanding the business pain points from the onshore teams on VIP seller issues by conducting weekly support meetings. Innovative thinking by taking automation approach in ticketing system to reduce repetitive manual steps and decreasing the time on a particular issue type. Excellent in managing and creating internal stakeholder relationship and work as a problem solver De-escalation of issue raised by internal and external stakeholders . Launched two major projects in 3 years which has benefited the company monetarily. Proficient in responding to high severity events by maintaining minimal SLA and with 100% quality approach. Has got wide experience in multiple roles working over 8 different marketplaces. Wide experience in working on incident management issues like pricing issues, rescue a seller situation by working as On-call specialist. Assisted the leadership teamcreating metrics from the KPIs associated with the oncall events.

• Nationality: Indian
• Marital Status: Married

• Worked with the AU FC leadership in removal of stranded inventory. Achieved 71% reduction in inventory removal.
• Initiated the site level Expired Inventory project for US marketplace to reduce a critical metric by 46.34% and moved around 60K units from expired to sellable giving an excellent seller experience which saved $800,000.
• Proactive approach in updating the BWS category products attributes which resulted in less ticket generation from this category by 67%.
• Deep dived on the aspect of orphaned stock in Australian fulfillment channel by working closely with the AU leadership team in identification of the correct owner and suggested pathway of receiving them in the FC area. Resulting in reducing the backlog by 25% roughly 3000 units from the stakeholders.
• While working on Incident Management aspect of work saved $250,000 from a CN seller by cancelling incorrect orders in a rescue operation scenario, which became a success story for the China leadership.
• Innovated Automation in the ticketing methodology of Australia marketplace which reduced the workhour by 23 hours on yearly basis from each associate.
• Worked on 1400 tickets of Incident Management which include High Severity incidents related to pricing errors by keeping a SLA of 12 hours.
• Created the dashboards and the quick links for all the Far East fulfillment centers and trained the fulfillment center associates on ticketing platform migration which resulted in minimal downtime of 4 hours from the fulfillment center end.
• Reduction in the TP90 BY 12% from the Singapore marketplace issues after working up with the internal retail teams by taking a proactive approach in updating the expiration information.
• Top achiever in metrics for the last two quarters in the Far East marketplaces.
• Current project – Working on a project to find out the root cause of the pricing alert issues and to mitigate the issue proactively which will cause approximately 48% reduction of the total high severity incidents.

• Awarded quarterly champion for contributions in the year 2021 for Fast East marketplaces.
• Awarded Quality Champion for the months December, August in 2021, February and May for 2022.
• Consistent performer for the India marketplace awarded with the quarterly champion for 2015, 2017.
• Awarded as Top performer in month of May 2010 and special award for quality analysis in November 2010 for improving team score.

• Reduction of the Expired Inventory issues on the network scale for the VIP sellers by working with stakeholders and streamline the current workflow. The streamlining of process has given Amazon $3.3 million savings for the year in 2024
• Created multiple task group in order to fix the FBA fees related issues for the Premium sellers.