Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Deepak P L

Bengaluru,Karnataka

Summary

Customer-focused operations professional with 10+ years of experience driving customer success, engagement, and compliance in the e-commerce sector. Expertise in process optimization, stakeholder management, inventory operations, and global compliance governance. Adept at managing escalations, improving workflows, and leading cross-functional initiatives to enhance customer experience and business outcomes. Skilled in Zendesk, KPI reporting, and root cause analysis with exposure to technical troubleshooting.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Assurance Compliance Specialist

Amazon
06.2020 - 02.2025
  • Enforced global compliance policies by screening high-risk listings and seller appeals to mitigate legal risks.
  • Managed a team of 12+ specialists, ensuring compliance with SLA and improving case resolution times by 35% through optimized workflows.
  • Updated internal playbooks to align with CPSC and EU Directive 2009/48/EC standards; trained teams on new regulatory requirements.
  • Reduced flawed appeal reversals by 30% through QMS-driven decision checklists and mandatory documentation requirements.
  • Presented compliance metrics to senior leadership, shaping enforcement strategies and driving policy improvements.
  • Advocated for process efficiency improvements using Six Sigma Methodologies, reducing operational friction and enhancing team collaboration.
  • Presented ROI analyses and project progress updates to senior leadership to secure alignment and resources.

Senior Catalog Specialist

Amazon
01.2015 - 06.2020
  • Managed all e-inventory updates for global SKU's in Amazon's catalog to ensure data accuracy across global fulfillment centers.
  • Resolved catalog discrepancies, including stranded inventory and mismatched listings, minimizing customer impact.
  • Drive calibration sessions, create frameworks for coaching new associates and provide feedback to the operations team whenever required.
  • Spearheaded creation of a catalog curation tool to address Darwin system inefficiencies (duplicate listings, inconsistent product data).
  • Collaborated with TPMs and developers to translate operational issues into technical requirements, improving catalog workflows.
  • Conducted User Acceptance Testing (UAT) for iterative tool releases, reducing manual catalog reconciliation by 20%.

Senior E-commerce Associate

Hi-Power Support Centre
01.2014 - 01.2015
  • Provided dedicated player support for a live game title, handling inquiries regarding account status, in-game item restoration, policy clarifications & verification of account ownership documents.
  • Trained new hires on Zendesk ticketing system, troubleshooting techniques, and internal processes specific to insurance and e-commerce support.
  • Optimized support workflows using Zendesk automation to achieve 95% SLA adherence, significantly improving customer satisfaction.
  • Partnered with development & quality assurance teams to escalate and resolve complex technical issues, fraudulent activity reports & critical player incidents, ensuring timely and satisfactory resolutions.
  • Generated KPI dashboards and performance reports for leadership, such as QA score, CSAT enabling data-driven decisions.

Education

Bachelor of Engineering -

Sai Vidya Institute of Technology
Bengaluru
05.2013

Skills

  • Process Optimization & Workflow Automation
  • Compliance & Risk Mitigation
  • Escalation & Issue Resolution
  • Stakeholder management
  • KPI Reporting & Analytics
  • Training & Onboarding
  • Collaboration
  • Zendesk & CRM Tools
  • Ticketing Tools: Zendesk, Trouble Ticketing
  • Leadership
  • Reporting & Analysis: KPI Dashboards, MS Excel
  • Project Management

Certification

  • Generative AI Foundation Certificate
  • UpGrad
  • 95hYgMOxXD1qimIq
  • Issued 2025-08

Timeline

Quality Assurance Compliance Specialist

Amazon
06.2020 - 02.2025

Senior Catalog Specialist

Amazon
01.2015 - 06.2020

Senior E-commerce Associate

Hi-Power Support Centre
01.2014 - 01.2015

Bachelor of Engineering -

Sai Vidya Institute of Technology

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Deepak P L