Jayshree G
Summary
Customer-focused professional with 7+ years in customer support, account management, and e-commerce operations. Proven ability to build strong customer relationships and optimize processes to enhance retention. Expertise in proactive issue resolution and strategic solutions that drive value. Skilled in leveraging data insights and collaborating across teams to improve service excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Selling Partner Support Associate Advisor
Amazon Development Center ( India) Private Limited
Gurugram
05.2022 - 06.2024
- Served as subject matter expert and primary escalation point for Seller Support Associates, resolving complex issues in real time.
- Diagnosed barriers faced by associates and sellers, implementing data-driven solutions for first-contact resolution.
- Delivered process guidance and live coaching on policies, tools, and standards to enhance operational knowledge.
- Utilized internal platforms to research seller accounts, analyze cases, and communicate actionable resolutions.
- Managed end-to-end seller escalations with prompt communication while maintaining quality and compliance standards.
- Conducted audits of seller interactions, providing feedback to improve associate performance and service adherence.
- Coached associates on schedule management and queue handling to support performance metrics adherence.
- Collaborated cross-functionally with Customer Service, Merchant Investigations, and Payments teams to resolve multi-departmental issues.
Operations Support Specialist
Amazon Development Center ( India) Private Limited
Hyderabad
01.2021 - 05.2022
- Resolved Merchant Fulfillment Network Andon Cord tickets, addressing consumer complaints and implementing corrective actions.
- Conducted root cause analyses on support errors to improve seller experience and reduce issues.
- Identified defects across Amazon India and Australia marketplaces, enhancing order fulfillment processes.
- Managed seller payment operations, including transaction validation and financial reconciliation.
- Addressed payment discrepancies by coordinating with finance teams for accurate account settlements.
- Proposed initiatives to streamline payment workflows, improving turnaround times for financial resolutions.
- Guided compliance with Amazon policies and financial reporting standards, ensuring operational alignment.
- Collaborated with Seller Support, Finance, and Product teams to implement marketplace enhancements.
MFN (IN & AU) Andon Ticketing Team
Amazon Development Center ( India) Private Limited
Hyderabad
04.2019 - 12.2020
- Collaborated with Seller Support, Customer Service, Sales, and Operations teams to resolve delivery and fulfillment issues, minimizing disruptions to operations.
- Partnered with Product Management to design long-term process improvements for seller and customer experiences on Amazon platform.
- Monitored key performance metrics for fulfillment operations and addressed deviations to maintain service-level goals.
- Led investigations of high-priority tickets, improving resolution times for order fulfillment delays and payment discrepancies.
- Conducted root cause analyses for escalated issues, proposing corrective actions and tracking implementation success across marketplaces.
- Managed operational tickets (Andon cords) impacting sellers, ensuring timely resolutions and preventing escalations.
- Analyzed seller feedback and contact trends, offering data-driven recommendations to product managers for experience enhancements.
- Contributed to documentation updates and knowledge sharing initiatives to ensure operational consistency.
Amazon Selling Partner Support Associate ( IN)
Amazon Development Center ( India) Private Limited
Hyderabad
02.2017 - 03.2019
- Served as primary contact for Amazon and third-party sellers, delivering precise operational support.
- Provided comprehensive assistance with account setup, product listing, and policy compliance.
- Resolved complex seller inquiries, achieving high first-contact resolution rates through critical thinking.
- Delivered exceptional seller support, fostering trust via empathy and effective communication.
- Educated sellers on best practices and issue prevention strategies to enhance operational efficiency.
- Utilized multi-channel tools to manage interactions and ensure consistent seller support.
- Achieved performance goals in seller satisfaction, quality assurance, and productivity.
- Supported financial accuracy initiatives by identifying gaps and enhancing reporting processes.
Education
B. Tech - Computer Science
Andhra University
Visakhapatnam, Andhra Pradesh12.2016
Skills
- Client & Partner Relationship Management
- Escalation Handling & Issue Resolution
- Operational Process Improvement
- Amazon Marketplace & Seller Central Expertise
- Payment Reconciliation & Financial Dispute Handling
- Root Cause Analysis (RCA) & Quality Monitoring
- Cross-Functional Collaboration (Support, Ops, Product)
- Coaching & Mentoring
- Remote Team Communication
- MS Excel, Word, Outlook
- Data Analysis & Reporting
- Compliance & Policy Adherence
- Google Analytics
- SEO
- Hubspot
Certification
- Google Analytics 4 (GA4) Essential Training
- SEO Foundations
Additional Information
- Recognized for reducing escalation volumes and driving seller satisfaction improvements.
- Contributed to SOP development for payments and support workflows.
- Collaborated with Product and Operations teams to enhance policy and fulfillment processes.
- Served as SME across platforms and conducted team knowledge-sharing sessions.
Professional Development
- Training in Customer Success & Relationship Management
- Effective Communication & Leadership Development
- Leadership & Mentorship Development
- Process Improvement & Operational Excellence
- Technical & Analytical Skill Advancement
- Cross-Functional Collaboration & Communication Growth
Timeline
Selling Partner Support Associate Advisor
Amazon Development Center ( India) Private Limited
05.2022 - 06.2024
Operations Support Specialist
Amazon Development Center ( India) Private Limited
01.2021 - 05.2022
MFN (IN & AU) Andon Ticketing Team
Amazon Development Center ( India) Private Limited
04.2019 - 12.2020
Amazon Selling Partner Support Associate ( IN)
Amazon Development Center ( India) Private Limited
02.2017 - 03.2019
B. Tech - Computer Science
Andhra University
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