Harsh Kumar

• Conducted in-depth competitive analysis for Droom’s entry into the Electric Vehicle (EV) category, evaluating emerging and established players such as Spinny, CarDekho, and CarWale
• Compiled a detailed report highlighting market positioning, revenue models, and future threats/opportunities, helping the management understand Droom’s strategic standing in the EV space
• Utilized tools such as SEMrush, Google Analytics, Tracxn, and built dynamic dashboards in Excel to track competitor performance metrics
• Designed and presented key insights to senior stakeholders using PowerPoint, directly contributing to EV catalog optimization and market realignment strategy
• Collaborated with cross-functional teams including Marketing, Sales, Product Development, and Sponsorship to validate findings and ensure actionable outputs
• Successfully completed the internship and was awarded a Certificate of Completion in recognition of quality research and strategic inputs

• Assisted third-party sellers on the Amazon platform by delivering customer service and technical support
• Resolved queries related to orders, tracking shipments, processing, and returns
• Ensured regular quality assessments and feedback sessions
• Identified recurring seller pain points and initiated a system-level change by coordinating with supervisors to update the Seller Central payment portal, improving seller self-service capabilities
• Used internal tools to monitor KPIs such as average resolution rate, case status metrics (e.g., pending Amazon action, merchant action), and WIP dashboards, driving consistent performance
• Collaborated with cross-functional teams including Accounts, Warehousing, and Logistics to ensure efficient and timely resolution of complex seller issues
• Handled a high volume of 40–50 tickets daily, maintaining quality standards and ensuring high customer satisfaction
• Selected as a Training Matter Expert (TME) for new joiners due to consistent top-tier performance and strong process knowledge

Independent role selected through internal evaluation and interview process

• Spearheaded onboarding and training initiatives for newly joined associates, guiding them through Amazon’s seller ecosystem and real-time query resolution protocols
• Designed and led interactive sessions to simulate live seller interactions, equipping over 100+ new employees with the tools and confidence to manage high-volume support cases
• Utilized Excel and internal Amazon tools to track training progress, assess performance, and ensure consistent process adherence across batches
• Collaborated closely with fellow TMEs and supervisors to continuously refine the training framework and align it with evolving seller support strategies
• Successfully reduced the average onboarding ramp-up time by 30%, and indirectly contributed to a 25% increase in early-stage employee retention through hands-on coaching and domain immersion

• Developed end-to-end course content through deep curriculum research, ensuring alignment with learning objectives and student needs
• Led curriculum design for scalable education modules, optimizing learning outcomes and engagement
• Collaborated cross-functionally to build content delivery strategies, contributing to smoother rollout and adoption
• Utilized Excel for tracking module progress, managing data-driven updates, and maintaining content quality standards
• Delivered consistently high-quality, learner-focused educational material, resulting in improved student experience and satisfaction