KAVITHA V

Clicktech Retail Private Limited (CRPL) is a Private Limited Indian Non-Government Company incorporated in India on 15 December 202.As a seller on leading e-commerce marketplaces and operating in key product categories and private brands.

• Managing a Team of 8 and multiple process within the team and responsible for meeting operational and business goals.
• Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
• Reviewing the team performance bimonthly and identifying the scope of opportunities and motivating the teamwork.
• Driving appropriate data-oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.
• Working with multiple projects like Big Rock to improve vendor experience and Hackathon project for initiating and implementing process improvement within the org.
• Performing weekly and monthly business report and ensuring the relevant deadlines are met within the team.
• Preparation of various deliverables to support both internal and external reporting needs.

Amazon Seller Service Private Limited operates a marketplace that helps sellers to sell their products online in India and internationally.

• Managed 50 Vendors across Home GL category in UAM.
• Managed all operational targets such as Price comp, RIS, New Selection, Waviers, Deals, Coupons and ROOS.
• Weekly monitored demand and forecast report to provide valuable suggestions to sellers. Setting seller up for success on the platform.
• Negotiating funds from seller during ART or any sale event which will help to boast the seller business on the platform.

Cloudtail is one of the key sellers in the marketplace, offering customers a hassle-free process of purchase.

• Managed a team of 5 and the process with minimal intervention of my reporting manager. I ensured that the process TAT is always met by myself and my team members. Motivating, mentoring, and leading talented peers helping them with opportunities.
• Significantly owning the WBR activity for VCM and MBR with CT leadership. Presenting the TAT achieved at overall process and at an individual level.
• Addressing the queries raised by vendors and team also guiding/leading the team to provide the proper resolution within the timeline.
• Adopting and Promotion – Driven marketing and advertising projects for Amazon like Vendor Coupons, Subscribe and Save, AMS and Deals. Responsible for the launch of 31% of vendor coupons and 3000+ deals on Prime Day and Great Indian Sales across the department which led to 4.4x Ops growth.
• Vendor Communication Management reduced overall TAT of resolving vendor queries from 5 days to 3 days.
• Negotiated effectively with vendors on Unhealthy Inventory for returns which saved more than 1 million from top brands like Visairo and littles.
• I had the opportunity to take over deals ownership completely managing the entire work alone and complete the task within the TAT and ensured that there is no TAT Miss/Escalations and closed all the deal creations within the TAT. Earned trust from all the peers and from higher level both internal and external stakeholders for completing the task successfully without any errors. Deals created for more than 100000+ ASIN's. This number is inclusive of LD's/PMP/PD/ DOTD/PAWS. Found shortcuts ways to create deals which reduced more time and could create them with in deadline. I developed a tracker that would give visibility on the errors that arrives while creating promotions and the reason if any for not adding them on deals.
• Trained New Joiners on deals and VCM process
• Negotiation and onboarding of vendors under Direct fulfillment program which helped in active operations of the business during unforeseen conditions
• I was managing selection and Added 3000+ new selection (Skus) into amazon platform to deliver superior customer experience along with the margin negotiation, Quip PO release and Instock procedure with high GV coverage which has impacted in the increased buyable selection and has helped meeting the category guardial.
• Vendor queries FAQ’s and SOPs with used cases were created and shared with the team which eased out the team’s effort in drafting repetitive response to similar queries on vendor queries. Created SOP’s and flow for Selection process both SIC and RIC.

Customer Support Team: (From 2015-2017)

• I started of my career with Cloudtail in the year 2015 as a customer service associate in the customer support department handling customer queries/issues.
• Customer emails, Legal emails and notices were managed. I Had worked and closed on 2273 customer emails on an average per month against the average inflow of 2273 emails per month. I had processed 6000 warranty claims for all customers. I managed CS Legal & CS mailbox over & above the regular emails & customer ratings received on seller central.
• Took CS ownership completely managing the entire work alone and resolving them and ensured that there is no TAT Miss/Escalations.
• I worked on many reports (Feedback reports for WBR, WBR deck, Warranty claim reports and Legal tracker) which must be shared with CEO and the respective team providing them with the accurate data.
• Legal notices must be reviewed by the legal team & myself and calls had to be made to the complainant to understand the problem and provide a resolution or compensation at a lesser value than what was demanded & try to close as many cases as possible before it turns to a Legal Summon.
• Customer Satisfaction being the top priority of Cloudtail, I had to ensure all the data are justified with actual numbers and with proper back up. Feedback report will be shared with Internal managers of their categories and WBR deck for all the process data was summarized and presented in WBR’s in front of the CEO & the leaders by myself along with the manager on a weekly basis.

Process Implemented and streamlined

• I simplified the FBA Removal process by creating a Macro on Sikuli with the help of automation expert which saved a lot of manual effort and time.
• Email templates were created on seller central which eased out the team’s effort in drafting repetitive response to similar queries on customer emails.
• I also setup the warranty claims process with Qwikcilver at CT with the guidance of legal team to eliminate dependency on Amazon category teams to process Gift cards which used to take easily 7 to 10 days to resolve a customer’s complaint and now with this process we can resolve complaints within 48 hrs.
• Blubirch (External CS team for Imports) was setup along with the Imports team initiation at CT who help us identify any physical damages in product complaints with their technical knowledge, post which the complaints are forwarded to us for processing the warranty claims. I have simplified the process in a better way to reduce the time taken on each aspect of working task. The number of warranty complaints had increased to 150 in a day, we spend at least 6 hours to share GC with customer. So, I simplified the Gift card issuance process by creating Macro which saved a lot of manual effort and time only for sharing the GC with customer and this will take only 5 mins complete.
• Created SOPs for deals creation like best deal, PD, LD, DOTD and errors with reason to ensure checks are done before creating deal and this helped the complete MVR team and peers new joiners. Found shortcuts ways to create deals which reduced more time and could create them with in deadline. I developed a tracker that would give visibility on the errors that arrives while creating promotions and the reason if any for not adding them on deals.
• Implemented a Salesforce tool for Vendor management and cloud-based calling solution. To increase engagement from vendor base at scale while providing key actionable on identifying vendor’s business and tracking progress against identified projects thereby reducing associate bandwidth. Reworked on salesforce tool which helped to provide the Vendor feedback on each email sent via salesforce is tracked and presented in the WBR to ensure good vendor experience. Reworked on WBR reports with the help of salesforce team which helped to rank the peers achieving against the goal set.

Trains on processes

• I had trained my teammates, seniors and managers in the team who newly joined the process and had provided them with classroom and on the job training on complete Customer Support process and as well as VCM process.
• Created a guide for CS along with SOP’s based on different scenarios which helps the team members to respond back to customers accurately which is very helpful for reference of team members in my absence.
• Vendor queries FAQ’s and SOPs with used cases were created and shared with the team which eased out the team’s effort in drafting repetitive response to similar queries on vendor queries.
• Created SOP’s and flow for Selection process both SIC and RIC and for deals creation like best deal, PD, LD, DOTD and errors with reason to ensure checks are done before creating deal and this helped the complete MVR team and peers new joiners.
• I acted as a people manager managing 4 members in the Customer support team and 5 members in VCM team.

The largest retail chain in the United Kingdom.

Roles and responsibilities:

• Direct E-mail and phone correspondence with the U.K employees, Government Institutions, Solicitors, Financial Advisors and Regulators.
• Furnishing appropriate, relevant and necessary details about retirement benefts to the U.K employees, Government Institutions, Solicitors, Financial Advisors and Regulators.
• Training team mates on processes and sub-processes.
• Quality Check of work of team mates.
• Resolve all e-mail queries and clarification raised/requested by the members/inter departments.
• Floor support / assistance in resolving process queries, conducting quality checks to approve pension calculations done by the processors and sending out communication to the members of the pension scheme.
• Allocating and managing work to meet SLA and Quality targets.
• Handling process related queries.
• To provide information to employee regarding his/her benefits under Tesco Pension Scheme.
• Reducing the number of queries and SLA’s on the payment queries.

Achievements–

• Involvement – Retirement Benefits – U.K
• Have won Spot Award “Certificate of Excellence” awards in recognition of Outstanding Performance
• And also won the Team award for the Best Team in the year 2014 – 2015.

Ocwen Financial Corporation is one of the leading non-bank mortgage servicing companies in America.

Roles and Responsibilities:

• Reviewing the application and all other income and non income docs submitted by customer thoroughly.
• Requesting the customer for missing application, income and non income docs.
• Determining the sources of income and also calculating the income from deferent sources by verifying all the income docs.
• To make sure that the customer is given an in-house mod if he/she is not eligible for government mod.
• Approving Government mod or in-house mod depending on the eligibility of the customer and changing the loan terms as per MHA guidelines.
• Declining the Government mod if not eligible and approving an in-house mod.
• Notifying the customer whether any mod was approved or declined.
• Performed quality checks.
• Worked on preparing process manuals
• Creative thinking on reducing non value added tasks or working on improving productivity and accuracy of files.
• To recognize the areas that we needed to concentrate and suggested training workshops based on these inferences.
• To Understand Management goals and Client Needs to achieve it.
• Provide Solutions to queries and come up with Proactive Suggestions.
• Giving helping hand for the other processes on the floor and thus effectively utilizing the opportunities provided. Thus gained domain knowledge on the other processes like Credited Service Audit and Retirement Initiation process.

Achievements

• Played the role of processor and as a Hamp Underwriter.(Home Modification process as well as Non-Hamp Underwriter.
• Awarded an Outstanding Performance in the period cycle 2011 – 2012.