Lakshmana Srikanth Sivvam

Sr. Associate

Tech Mahindra

07.2023 - 08.2023

Spoke to customers in native language to increase loyalty and establish relationships.
Served as liaison, facilitating communication between management and associates.
Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Worked varied hours to meet seasonal and business needs.
Identified customer needs and wants to enhance customer experiences and boost sales.
Provided product price information to customers.
Trained and mentored junior staff on customer service strategies and techniques.
Managed over 3 consecutive chats.

Catalog Specialist

Amazon Development Center

12.2018 - 04.2022

To drive data quality and solving challenging operational business goals
To work with product management and tech teams to develop scale-able, long-term solutions
Standardising the current SOP and working on the new SOP's for new marketplaces
To improve work operations by auditing, analysing and extracting solutions to issues found in process
Effective program co-ordination and reporting between
Communication/Messaging, Program Developed strong organizational and communication skills through coursework and volunteer activities.
Gained strong leadership skills by managing projects from start to finish.
Applied effective time management techniques to meet tight deadlines.
Skilled at working independently and collaboratively in a team environment.
Cultivated interpersonal skills by building positive relationships with others.
Self-motivated, with a strong sense of personal responsibility.
Demonstrated creativity and resourcefulness through the development of innovative solutions.
Drive implementation of workflow initiatives, to help develop department policies and include all training, documentations and records
Manage workflow tracking to report status of projects and highlight topics for management review
Strong focus on tracking, measuring and reporting on progress towards team and organization's goals.
Completed monthly reports, created presentations and pro-actively participated in weekly team meetings with the stake holders and also with the managers
Mentored and trained new hires in this role.
Provide customer Guidance on Amazon.com.
Assisted customers with account inquiries, order status updates and returns in a fast-paced environment.
Maintained Knowledge on all products sold on Amazon to ensure accurate responses to customer questions about product features and functionality.
Communicated effectively with internal teams regarding escalation issues or escalation from customers as well as other associates for assistance when needed.
Reduced average ticket time by 29% through effective use of scripts and trained on new tools/systems.
Been a part of multiple Pilot Projects.
Trained 170+ new hire associates.
Supersede or refunded accounts for lost or misplace packages.
Researched, calmed and rapidly resolved customers account.
Managed chat flow up-to 4 consecutive chats in a queue.
Evaluated customer needs and feedback to drive product and service improvements.
Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Educated staff on organizational mission and goals to help employees achieve success.
Collected, arranged, and input information into database system.
Devised and implemented processes and procedures to streamline operations.
Lead and developed a team of young and energetic professionals to improve the Tron process.
Worked on a continuous improvement update project (clickable) for 2 months which turned out be successful.
Worked in pilot projects and maintained the business targets
Understand and analyze issues and make best use of the available resources to resolve it.
Analyze performances metrics to help achieve business targets.
Meet predetermined and assigns productivity targets and quality standards.
Prepare project oversight reports and presentations.
Team management involves training, taking sessions, coaching and feedback to the associates.

Data Analyst

IDA AUTOMATED PVT LTD

07.2018 - 12.2018

Produced monthly reports using advanced Excel spreadsheet functions.
Spearheaded data flow improvement
Collecting and interpreting data
Identifying patterns and trends in data sets
Working alongside teams within the business or the management team to establish business needs.
Defining new data collection and analysis processes
Helping develop reports and analysis
Corrected data entry errors to prevent duplication or data degradation.
Searched, extracted and interpreted information to determine correct input procedure.
Organised, sorted, and checked input data against original documents.

Summary

Overview

Work History

Sr. Associate

Catalog Specialist

Data Analyst

Education

B.TECH - CSE

Skills

Languages

Timeline

Sr. Associate

Catalog Specialist

Data Analyst

B.TECH - CSE

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