Kishore C
Business/Product Analyst
Chennai
Summary
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.
Overview
7
7
years of professional experience
3
3
Months Of post-secondary education
Work History
Senior Catalog Specialist/Pseudo Subject matter Expert
Amazon.com, RBS
02.2022 - Current
- TEAM – Customer returns reduction program
- 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
- Stages – Testing, Training, Deployment & Implementation
- Workflow and Business requirement document
- Impact: 236.45 hrs savings/1.41 HC
- (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
- RCA/CAPA – Seller Support – Brand Registry Automation Flaw Correction (MAA Node)
- 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-CommerceETL, VBA and python – Level 1Vendor NegotiationCustomer Experience EnhancementVendor OnboardingMicrosoft ExcelQuality AuditingVendor Management (email & calling)Catalogue Quality ManagementInventory ManagementWarehouse fulfillmentInbound and outbound issue managementCurrent software packagesMS Excel, Python (Level 1), ETL (Level 1), Excel VBA (Level 1)AutoCAD, Pro-e, Catia, Ansys, Ppm, Msp, Gd & tWindows, Microsoft Office, Audio/video/photo editing, Hardware & Software installations and Maintenance, General system software and applications, Drawing and SketchingComputer LanguagesConcepts of Java and COperating systemsWindows 95, 98, 2000, Xp, NT, vista, 7 & 8 Mobile OS – Bada, Symbian, Android, Windows
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
- 3rd Nationwide Interactive Maths Olympiad (Eduheal Foundation): National/State/School rank: 637 / 30 / 6
- Event organizer for various technical events at college
- (Mechario - 2013, Prayas– 2010 National level Symposium)
- Football district participation, Mechanical Dept dance Choreography, Basketball CBSE Clusters, Cricket & Tennis inter-house winners and runners.
Timeline
Senior Catalog Specialist/Pseudo Subject matter Expert
Amazon.com, RBS
02.2022 - Current
Senior Quality Auditor/Associate
RBS, TEAM – DE ISS Quality
06.2018 - 02.2022
Catalog Associate
RBS
07.2016 - 05.2018
Quality and Product Development Trainee Engineer
Industrial Spares Manufacturing and Trading Company Pvt Ltd
08.2015 - 11.2015
Quality and Planning Engineer
Jothi Fabs Pvt Ltd
06.2014 - 07.2015
Design Engineer Trainee
Satchitanand Precision Tooling Centre
01.2014
B. E. Mechanical Engineering - Mechanical Engineering
Ganadipathy Tulsi's Jain Engineering College
06.2010 - 06.2014
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.