Gaurav Kumar Sain

Worked in a Microsoft Process of Edge browser. My work was to handel feedbacks, look into it, understand the problem customer is facing and then align a proper issue and area for the feedback so that the relevant team could look into it and solve it.

It helped to improve the overall experience and the quality of the browser.

• Company Overview: #eCommerce Uninterrupted www.iksula.com
• Worked for Etsy's 2 different LOBS
• 1. Buyer: Use to handle chat and mail regarding the issues of buyers, such as: where is my order, seller not responding of messages, want to return the item received, delivery date has passed but not order still not delivered, received order is defective, etc.
• 2. Trust & Safety: Use to get mails and tickets regarding the issues of seller's shops, such as: why my shop is frozen or temporarily restricted, after that I use to perform a check and find risk indicators present. If the risk indicators use to be less then 2, I use to unfreeze or reopen the shop and if there were 3 or more than 3 risk indicators present, I use to suggest them the areas of improvement and give specific period of time to improve. If they fail to improve the next action was to permanently close the shop and related shops of seller.
• #eCommerce Uninterrupted www.iksula.com

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service and sales levels.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.

• Use to handle buyer's quarries for Amazon.in, such as: where is my order, the order is showing delivered but not received, the delivery date has passed but not received order, product received is damaged, product missing from box, etc.