MANISH KUNDAN

• Trained new employees on proper protocols and customer service standards.
• Leading program to forecast future volumes and make plans to ensure capacity meets demand, creating contingency plans and reacting quickly to changing priorities.
• Leading studio operations initiatives for multiple Studios in IN region and Central Financial Planning.
• Responsible for workflow, inventory, accounting compliance and loss prevention of products.
• Assisted in recruiting, hiring and training of team members.
• Trained and guided team members to maintain high productivity and performance metrics.
• Setting up daily production goals and ensure resources are in place to meet targets, coordinating directly with Studio, Business partners, FC/facility and logistics teams to ensure seamless planning for product requiring imaging.
• Supervised daily operations of multi-million dollar Influencer Marketing Campaigns.

Responsibilities

• Responsible for improving Catalog quality through Relevant Attribute Backfill
• Managed team of 35+ resources including Resource scheduling, recruitment, appraisal and mentoring for my team.
• Responsible for establishing two programs in RBS – Relevant Attribute Backfill Program for 10 marketplaces and Premium ASIN.
• Ensuring highest standard of customer satisfaction and quality service; implementing procedures to improve customer satisfaction level and resolved customer queries.
• Efficiently assuring work deliverances and constant improvement in quality through taking feedback from clients and putting it across to the concerned team leaders to enhance the associates work quality.
• Maintaining and updating Daily, Weekly and Monthly Leadership/Stakeholder Reports for analyzing and initiating appropriate action plans.
• Assuring that appropriate processes are maintained, identifying areas to improve process, and providing suggestions regarding improvement of processes.
• Providing training and conducting quality sessions to team members and new recruits to take up responsibilities.
• Implemented a Templates email process to reduce the existing timeline from 5mins to 2mins by saving 3mins per email resulting a huge savings for Vendor Nudging Paragon team.
• Improved the Turnaround Time (TAT) [75-80%] for providing faster and better resolution to the Amazon Customers from 8-10 Business days to 2 Business days issues pertaining to Images and Quarantine defects.
• Reduced 7.5HCs requirements in ‘21 through Operational Excellence

Projects.

• Improve Efficiency (backfill) from 4086bps to 5107bps through process excellence.
• Improve Productivity (review) from 948 item reviews to 1250 item reviews through process excellence.

Responsibilities

• Managed team of 10+ resources on Premium ASIN program for 3 marketplaces.
• Established Search ability program for RBS piloting for IN Marketplace.
• Implemented keywords, refinement-based SOP to generate higher. searches for OHL and CEPC categories.
• Established Image Validation System to improve ASINs display.
• GRCS POC for RBS Selection WW team to address tech-related issue for Catalog team by dive deep and connecting with Tech POCs.
• Best Practice Sharing POCs – Conducted WW RBS session with WW RBS POCs to discuss WoW implementation of ideas.
• POCs from RBS for Store walk for New-launch categories.
• Implemented Defected Image Program to identify all imaging defect and established correction on detail page through manual and ML based approach.
• Vendor Training for Cloudtail Vendors to set-up Catalog.
• Established SOP on images which is in current use for all vendors for IN marketplace.
• Established Duplicate Page program for WW-MPs by identifying the potential duplicate ASINs helping to restore Customer and Seller Experience.
• PROJECTS.
• Search Optimization - Customer behavior mapping for analyzing the keywords used for search
• Image Defects fix – Classifying images defects and preparing a road map to fix.
• Duplicate Page Removal - Identifying the potential duplicate ASINs helping to restore Customer and Seller Experience

Responsibilities

• Prepared various analysis Reports – Input Output Analysis, Team performance report, Capacity & Forecast analysis, Internal Error Analysis Report, Defect / Defective Analysis, Team Utilization and Efficiency report, MBR.
• Provided training to the new Associates in the process and worked on various projects for helping team and the organization.
• Established good quality of work and with no mishaps in the flow of work.
• Point of contact Searchability, Duplicates and Buyablibty on program launches for IN, CA and AU MPs.
• Planned and implemented 100% Productivity planning and control / Forecasting.
• Involved in making changes to improve catalog hygiene for Amazon Display Page for IN category launches as an image, New Item Setup and Aplus page POCs.
• Store-walk POC from Retail Business Services for Category launches for Amazon.In
• Created attendance reports & Error logs, resolving it with the help of case log team, and handling Sev-2 Documentation.
• Conducted weekly team meetings to discuss updates, statistics, and other information.
• Interacted with the management, team and associates to facilitate smooth communication to understand and analyze the requirement and identifying appropriate solutions for problems, if any.
• Part of the GRCS- RBS committee to solve tech related issue for RBS associates.
• Member of Team SPOC for R&R, Volume Dashboard, Backlog Reports.

PROJECTS.

• Improvement of FTR – Identifying & applying solution for controllable and non-controllable factors to improve TAT.
• Web Crawling - Collecting information product based compliance data or classification.
• Cross Sell Analysis - Identification of the product categories having better conversion rate and overall revenue impact.

Responsibilities

• Catalogue creation and setting up of newly created item.
• Identification and resolution of catalogue related errors and detail page.
• Image uploading for the newly created item and maintaining the quality of catalogue created.
• Launched 10+ categories for Amazon.IN as a Image POCs.
• Experience over working on the creation of catalogue for different categories.
• Experience of handling inbound and outbound issues from FC’s.

• Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.