Lakshmi Soundariya

• Successfully qualified over 1500 leads and achieved a 53% identification rate for open or qualified leads, demonstrating strong assessment skills.
• Consulted and onboarded over 800 sellers onto the JioMart platform (Enterprise & Mid- Market), ensuring all the sellers achieved their set revenue targets MoM.
• Acted as the dedicated Account Manager to foster strong relationships and ensuring their needs were met effectively.
• Regularly communicated with sellers to understand their goals, challenges, and feedback, and provided tailored solutions to address their needs.
• Contributed to strategy development by identifying opportunities for upselling and cross-selling products or services to existing clients, resulting in a 10% increase in revenue.
• Analyzed market trends and competitor activities to identify growth opportunities and drive strategic decision-making.
• Provided prompt and effective resolution to client inquiries, concerns, and escalations, maintaining a high level of customer satisfaction.
• Accountable for curating the NLS DS flash, shared with the NLS and leadership teams daily, leading to a increase in the seller launches from 35% to 50%.
• Responsible for allocating CRM leads to the appropriate FOS and distributing them among the teams.

• Analyzed and addressed FBA Merchant and seller reimbursement requests from North America and Mexico. Utilized tools including Paragon, ASIN stat, Inventory FNSKU lookup, reconcile, Inventory reports, etc., to efficiently resolve these requests.
• Demonstrate proficiency in identifying patterns and trends in Seller behavior leading to violations of Amazon policies and procedures.
• Investigated 5000 WHL (Warehouse Lost) tickets with 99.3% quality rating, saving $2M USD in reimbursements. Recognized as 'Star Performer' in Jan, Mar, Aug, Nov& Dec 2021 & 2022.
• Mentored 15 associates across three teams, boosting work quality from 94% to 98.4% through tailored guidance, coaching, and feedback.
• Led quality audit projects, from sampling to reporting. Delivered findings to Associates and Operations and monitored site performance against FBA Quality Audit goals.
• Evaluating research requests from FBA Sellers for lost and damaged inventory. Achieving weekly productivity and quality goals by exceeding the performance levels.
• Performed auditing as a work checker to maintain quality at 100%. Maintaining high levels of confidentiality and data security standards.
• Identifying any frauds/trends while investigating the seller’s inventory.
• Acted As a team player in the following projects:

-> Manual reimbursement

-> Off Manifest Cost

-> Auditing

-> Removal Enforcement

• Provided consulting support to Amazon sellers in India and Europe, resolving issues related to bulk listings, IIDP, and more. Utilized tools such as Paragon, Browse Query Editor, ASIN query, and others to effectively address these challenges.
• Provided clear and professional communication through written and oral interactions,
• Taking ownership of every seller interaction to achieve successful first-time resolutions.
• Consistently upheld a positive and professional demeanor, portraying the company in a favorable light. Proficiently managed sensitive issues, demonstrating effective resolution with tact and professionalism.
• Proactively troubleshoot seller issues, foster business partnerships with Amazon, and utilize internal tools to ensure detail page integrity and optimize Excel bulk uploads.
• Collaborate with cross-functional teams, including Customer Service, Merchant Investigations, and Payments, to effectively address and resolve sellers' issues and questions as needed.
• Consistently meet and improve performance metrics like resolve rate, AHT, productivity, and first contact resolution. Show excellent time-management skills, multitasking ability, and effective use of departmental resources.
• Achieved ‘Star Performer’ recognition for outstanding performance in key metrics including AHT, CSAT, RR, and PAA in Jan, Mar & July 2019.