A continuous learner and a team player with a natural Deep diving skill interested in skill development in a reputed company and to apply it in work for achieving goals and targets. Experience Currently working as a Senior Quality Associate (Team Lead) at Amazon.com with an experience of 6 years, 10 months, 11 days and counting. Total experience including other organizations is 7 years and 10 months. Professional Description An innovative e-commerce professional with end to end knowledge about catalog & Quality management, vendor communication, stakeholder communication, vendor negotiation, identifying process gaps and process improvement ideas which help in improving productivity, quality and head count reduction. Also skilled in team management. Handled a 4-member team and provides guidance on SLA, TAT and productivity targets, project initiatives, SOP updates and brand clean ups. Important contributions – Have been auditing 70+ member operations teams and multiple processes providing weekly/monthly quality reports, bringing about changes in process based on quality improvement. Focused on quality score improvement and simplifying the audit methods/error types/mechanism aligned with the Operations process goal. Trained whole processes batch wise and helped scores improve by 40% +. Always looking out for similar challenging roles in E-Commerce Industry to continue to make a significant contribution within a new challenging appointment. Great interpersonal, Team Management, negotiation, communication, organizational, problem solving and conflict resolution skills Ability to work under pressure and handle multiple Projects in parallel. Strong project management, time management, Vendor Management and leadership skills Always trying to maintain highest quality standards.
Creating vendor insight reports for their customer return data with root cause analysis and recommended solutions
Managing vendors and their customer return data
SOP created for Customer return data processing
Handling vendor calls, negotiations and their report analysis
Knowledge sharing and mentoring for a senior specialist III above my level and for a peer senior specialist
Providing solutions for catalog and non-catalog issues
Deep dive on use cases and projects/program expansion (FC storage attributes, Used and second-hand products analysis in inventory, Duplicate asin listing merge or elimination, EU SOP automation, etc.)
Working on vendor insight report automation
Ideation and data collection for ‘wrong item received’ defect bucket (connected to duplicates barcode project mentioned below)
Tools and attributes knowledge sharing
Vendor connects to under vendor issues related to returns and improve vendor experience
Handling etl query issues for allocation, customer comment extraction, vendor/asin level data, damage issues etc.
Senior Quality Auditor/Associate
RBS, TEAM – DE ISS Quality
06.2018 - 02.2022
Responsible for team metrics like Quality, Productivity, SLA, and TAT
Personal goals include project initiatives, program/idea initiatives and stakeholder communication
Key Responsibilities
Handle day to day volumes at a Process level and allocating work to peers
Accomplish Weekly and monthly Quality, Productivity and SLA Target
Ensure Quality adherence in used cases to make sure Quality targets are met
Support Associates in Project closures, Idea and automation solutions/brainstorming
Accomplishments
Created the Precision Audit tool as a Program STL ensured that the internal teams audits are managed through a single portal where the ticket data can be extracted, reports can be generated and rebuttals can be handled through various stages providing a consolidated team/processes/WW level scores
(542 WW HC making use of the tool on a daily/weekly basis)
Python (, -taught) Automation Project - Dynamic Sampler tool for desired/required Sampling % per resolver and Sample Count per resolver
Dynamic range (1-20) automated ticket picker tool for respective user/resolver ID for both desired sampling percentage & Sample count from a dump of resolved data
Addressing brand registry cases that fall under manual queue instead of being Auto resolved by Brand registry Automation (Analysis breakdown and flaw identification)
Brand Registry Manual queue tickets Errors reduced by 100 % (Previous avg BRT error % was 50)
RCA/CAPA – ISS - INIC & NO RCA Workflow Correction (MAA Node)
Audit workflow for INIC & NO PO CTI’s to address incorrect destroy CTQ that majorly occurs in the mentioned CTI’s worldwide (Confirmed based on WW Analysis)
AVG error bucket & Addressed – 36%
AVG increase in monthly overall scores – 4 %
Process improvement Project/Initiative – ISS - ISS QA updated Audit methodology & Post Audit Error Correction Mechanism (MAA Node)
Analysis performed for improving scores - CTQ wise Analysis, associate wise top 5 defaulter (lowest scores) list, Top 5 CTQ’s leading to top 20 errors tickets classification, Deep Dive on top 20 tickets with categorization and detailed analysis ticket wise & Action Items and their impact w.r.t fix type
Conclusion - Tickets that ‘do not affect/fulfill’ the End/receiving resolution of the issue/request but have errors in the connecting steps/co-related values/NVA(Secondary Errors) will not be marked as FAIL but will be uploaded in the Quip template
Average ISS score improved by ~ 20%
The Audit methodology was redefined to align with ISS primary goal and purpose (FC Receiving)
Learning/Training Sessions – SeSu - Process Training (MAA Node)
Refresher request by Ops due to low scores and Process training for incorporated New Associate
Detailed process training with concerns, feedbacks, audits, rebuttals, SOP, issue types, scenario’s, Tools, title, DP & imaging standards
Avg QA Score increase by 40% overall
(100% scores consistency and appreciation received)
RCA/CAPA – ISS - Tools Not checked - CTI Wise Ticket information Workflow
Workflow and business requirement document for Automated correspondence addition during ticket creation for mandatory tools/ASIN Details/procedural checks to be made for all major issue types
Impact – 5 – 10 % increase in quality
New Quality auditor (nihith@amazon.com) Mentoring for QA ISS, SeSu & PRP Audits and reporting, WBR & other tasks
TAM-FC audit integration MAA Node + Analysis based on the New ISS Team Structure
Audits integration idea, headcount analysis and sampling percentage analysis
ISS Batch wise refresher (5) & Learning/Training sessions (3)
Detailed learnings, knowledge shares and refresher/training modules created and successfully provided to Operations thereby increasing the quality by 10 %
Stakeholder appreciation received
Org/Business excellence initiatives - Migration of Permission groups to teams:
LDAP groups are migrated to teams to ensure right level of access and right level of users are maintained in the team at any given point
Teams have a better mechanism to track and govern live changes as teams are built with rules
Teams automates the management of group membership based on rules
Rules enable automatic granting and revocation of membership
In most cases, this eliminates the need to manually add/remove members, significantly reducing the work required to administer your groups
Because more than one group can be attached to a team, this time savings can quickly multiply
Business excellence team ensured transition of the RBB LDAP groups to teams, for the applicable groups
2181 groups eligible for Phase I migration completed out of the total 3329 groups
Status: Completed on 09/29/21
Org/Business excellence initiatives - RBS LDAP Groups clean up:
This initiative was started with the objective to bring Access restrictions for LDAP groups, groups needs to be kept live and right level of access given to the right people
Not all groups are eligible for migration to teams, based on the criteria set by the Teams program owner
Hence, the groups not applicable for migration were identified and mechanisms set to ensure the level of access is monitored regularly
562 groups are set up with mechanism where SIM is created to raise access request, and before providing access, the primary owner will have to review business justification and provide/reject access accordingly
Phase II involves identification of more groups observed through team’s migration (586)
Status: Completed on 09/29/21
Alaska Data Extractor (Stock Correction/Bin check/cubiscan filing tool) – Workflow and BRD
Stock Correction/Bin check(20-25 %)/cubiscan tickets were previously filed manually by associates which was time consuming and can lead to misses at times leading to errors in quality as well
The UI based tool reduces manual effort by providing minimalistic buttons(for bincheck/stock correction and cubiscan), dropdowns(MP Selection) and input fields(Parent tt number & ASIN) where bin checks/stock corrections/cubiscans can be filed with just few clicks.In March’2021 during CTQ revision performed by WW ISS QA we decided to automate CTQ’s that would reduce manual effort of Operations associates on time consuming/repetitive tasks thereby reducing Errors in quality and eliminating defect buckets
This tool which is based on TT system and Alaska tool will eliminate the manual effort of operations for filing bin checks/cubiscan and stock corrections which in turn saves 23.33 hours in a month (Max lifetime of 2 months) leading to 0.02 HC savings in a year
The automation reduces/eliminates errors in quality under CTQ “Bin check not requested/Stock correction not performed” with an average of 1% increase in Quality
The same tool is being developed WW based on SIM ticketing and Denali Inventory Analysis is predicted to save 0.14 HC for MAA Node and for WW it could range anywhere from 1.1 HC to 3.29 HC based on its usage
Ongoing Projects –
Automation Project - ISS WW QA Sampling Methodology (Automation) Framework for Transactional Audits
Workflow, BRD readied and data analyzed at ww level
Detail the correct sampling methodology and to identify the right tickets to be audited based on downstream and business impact
Complete automation & Precision integration of allocation & Sampling procedure
ISS Process Improvement – Pack Attributes SOP Addition & Each unit count cleanup
Attributes/SOP document readied and data/clarification obtained from Operations manager, CMT
Solution - Downstream - To identify ASINs that have unfilled and incorrectly filled each_unit_count values
Upstream - To update the SOP with the each_unit_count as a co-related attribute providing knowledge and understanding on its usage
To implement the Change in the NIS template to prevent future issues from arising
Duplicate bar codes cleanup –
Issue - Noticed that we are receiving a number of BLMA, BNL, BLWI, incorrect 3p contribution and duplicate ASIN issues and determined the root cause could also be duplicate bar codes for the issues that is occupying a 5% of the issues being dealt with on a daily basis per associate
Identification and cleanup of the duplicate/same barcodes linking to multiple ASINs thereby eliminating barcode not linked issues, duplicate ASINs, incorrect 3p contributions and Barcode links multiple ASIN issues
Note - As this is just a cleanup there would be no alteration of quality and TAT, it would only benefit Headcounts
Others -
45+ jobs created in ETL (Self Taught) for data extraction, ticket analysis, reopens, repeats, procurement and team audit allocation based on process
ISS Root cause analysis and simplification POC
Awards Received –
Customer delight - Received for addressing an urgent sev-2 ticket post working hours at around 11 PM IST
Supported FC in an emergency situation to receive 5000+ Cartons, preventing SEV-2 Ticket & saving huge labor cost
FC appreciation –
“We had submitted a ticket for an entire ISA that arrived at CVG1 containing 49 Purchase Orders, 5151 cartons and 9209 units total
All of the POs did not reflect CVG1, they were cut for various FCs, Kishore helped us resolve in prevented a Sev 2- we are able to auto receive the entire load and prevented staging 5000 cartons in our ISS area to wait for resolution
We sincerely appreciate the support he gave us today at CVG1!”
Impact - $0.5 Million savings
Extra mile – Precision Audit tool creation, handling and execution
First among equals – Received Multiple times for overachieving on productivity, quality, tasks, initiatives/projects and innovations
Additional Tasks Handled –
WW DE QA Reports for MAA Node – Quality and top error root cause analysis reporting
Hera reporting MAA Node – Productivity management for team members
Down Stream Tracker ISS MAA Node – Downstream impact reporting at process level for error types marked.
Catalog Associate
RBS
07.2016 - 05.2018
DR ISS Operations
Worked on one or more critical tasks for different retail product category
These tasks include populating/procuring content for the product catalogs on the Amazon Web Site, interacting/coordinating with vendors/manufacturers, identifying and correcting errors/complaints, maintaining records of work received and work performed
Key Responsibilities
Handle the day-to-day volumes of the assigned tasks and ensure the given SLAs are met per quality standards
Maintain records of day-to-day work by updating trackers to reflect work done
Interacting and coordinating with vendors/buyers to accurately reflect the Amazon catalog for price, product details and other product-related information
Onboarding new vendors and help them to setup account with Amazon.com
Thinking from a customer perspective to improve online shopping experience
Prepare and share extensive reports to stakeholders on a weekly/monthly basis
Communicate effectively and precisely with internal and external stakeholders
Expertise at root cause analyses and deep dive into any business issues and suggest effective solution to stakeholders
Identifying new projects to be on-boarded as a part of revenue generation and cost savings
Brainstorming innovative ideas for head count saving and time saving for multiple projects
Accomplishments
Trained and mentored 4+ new hires to excel in the process & build a good workplace environment
Awarded ‘Extra mile’ for Deep diving in daily tickets and providing extensive/out of scope solutions for the ASINs that was appreciated by quality team multiple times and by FC’s/stakeholders
Awarded multiple ‘First among equals’ for maintaining 2x productivity & quality and mentoring 4 new hires to scale them up to achieve the productivity target in span of 1-3 month
Worked on internal audits at team level
Managed weekly FC issues and false alarm reporting
Selected for VBA training post assessment and successfully completed a macro that handles team productivity reporting on a daily basis
(EOD Reporting macro)
On a daily basis each individual of the team sends their EOD consisting of their Ticket ID’s, Login ID’s and Statuses to an assigned POC who collates all this data and sends it back to the respective manager and teammates which helps determine where each individual and the whole team stands together
Inputs – End of the day report of each individual from the team consisting of USER ID, CASE ID and STATUS for their tickets
Output – Collated EOD report showing the number of tickets under each status with the teams total resolve count and touch count thereby helping to determine where the team stands
Post the creation of EOD report Macro the EOD’s are published as per above situation automatically where the users provided USER ID, CASE ID and STATUS are automatically collated and an outlook mail is drafted and displayed to verify the contents/send the report
Impact - 0.07 HEAD COUNT(S)
Expiration values/attributes Upstream fix in the NIS Template & correction as per Expiration Flow/SOP
Issue - Number of ASINs have “is product expiration dated” flag set to false but they have the “expiration product type”, “shelf life” and other related expiration attribute VALUES filed up which is incorrect per Expiration FLOW
Number of ASINs have the “is product expiration dated” flag set to True but they do not have the product expiration type or shelf life filled up respectively
Upstream Fix in NIS Template - I would suggest to make these attributes “product_expiration_type” and “fc_shelf_life” enumerated and mandatory to prevent future expiration issues from arising
Solution - Post confirmation from vendor – correcting all ASINs expiration values/data in bulk thereby helping in the reduction of FC expiration issues/tickets and a complete catalog correction
Inventory/Stock Corrections for ‘n’ number of ASINs, Compressed barcode identification and knowledge share
CANNOT_MERGE_USESASIN - non overridable filter during retail deprecation solutions - Knowledge sharing at a team level
DEPRECATED_VARIATION_THEME - incorrect child image reflecting for all ASINs under the variation - Solution identified - Knowledge sharing at a team level
TAM ticket - IDQ missing STALE EMS ERRORS Image missing error - Even though image is updated but not propagating to Target scope;
Learned about item authority, Source ASINs unmerged and unsuppressed from target
UPC suppression
Incorrect 3p contribution
3P/other OU inventory not moved to retail.
Quality and Product Development Trainee Engineer
Industrial Spares Manufacturing and Trading Company Pvt Ltd
Chennai
08.2015 - 11.2015
Visiting customers for commercial Activities and technical support
Design, product analysis and test samples reports (AutoCAD, Pro-e)
Sample, line and final inspection reports
FMEA, Root cause analysis/rejection analysis
Implementing APQP Concepts
Implementing 5S and ISO in your area of work.
Quality and Planning Engineer
Jothi Fabs Pvt Ltd
Vellore
06.2014 - 07.2015
Designing and machining any other requirement
Visiting customers for commercial Activities and technical support
Analysis and Quality inspections.
Design Engineer Trainee
Satchitanand Precision Tooling Centre
Bangalore
01.2014
Pro-e)
Duration – May, Designing (PCB) and machining any other requirement
Increasing the yield of produced goods consistently
Training other assistants on the machine.
Education
Master Diploma - Product Design and Analysis
T, Ppm, Msp - undefined
Steel Authority Of India Ltd (SAIL)
Certificate in Welding Technology and NDT for Engineers - undefined
TUV
Rheinland, Pollachi)
Certificate course on Java Basics, Software Technology Group - undefined
International Ltd.
B. E. Mechanical Engineering - Mechanical Engineering
Ganadipathy Tulsi's Jain Engineering College
Vellore
06.2010 - 06.2014
Skills
E-Commerceundefined
Accomplishments
First Prize in ‘Boiler/Thermal Power Plant Working Model’ (1st Year Mechanical Project – Chemistry)
Second Prize in ‘Automatic Street Lamps Model’ (1st Year Mechanical Project– Physics)
Society of Automotive Engineers International (SAE) Membership