NIDHI GUPTA
Program Manager
Faridabad,HR
Summary
Experienced Program Manager with demonstrated knowledge of E-commerce industry's best practices and operations. Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership. Bringing 3+ years of experience in field and ready to take on challenging, growth-oriented role with organization.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Program Manager
Amazon - GCC (CS Technology Team)
Hyderabad, TG
10.2021 - Current
- Real time SLs management of incoming CS contact volumes & associated Capacity planning (CP) across EU-9 network
- Conducted impact analysis on CP demand/supply for high severity incidents & shared BCP to mitigate SLs loss
- Devised Backup Workgroup (BUWG) Cost saving report with weekly saved SL opportunities, for WW & EU CS team
- Managed high severity incidents via data analysis & RT reporting to CS leadership
- Pitched and built escalation strategies to boost stakeholders interests and diversify offerings
- Tracked and reported SL program results to stakeholders to facilitate change management activities
Operations Manager
AMAZON
Hyderabad
05.2020 - Current
- Quality & Process improvement
- Performed quantitative analysis on top defect drivers; developed Ramp up program to improve quality scores by 13.7%
- Devised performance tracking dashboard for weekly monitoring of quality KPIs with data capacity for 200+ specialists
- Arbitrated as SPOC for process improvement platform GEMBA; organized 6+ user trainings for 600+ stakeholders
- Continuous Defect Monitoring Project
- Spearheaded CDM across EMEA, LATAM, APAC, EU, NA to reduce defect rate for Product Quality (PQ) process
- Audited 3k+ incident enforcements/week; identified investigation misses in defect vetting
- Connections Program
- Functioned as Connection POC from Q3’20- Q3’21; boosted employee’s satisfaction score by 10% each quarter
- SLA Management
- Facilitated Work Flow Management (WFM) team to create Rollover slots for 400+ specialists from Q3'20- Q3‘21
- Coordinated with WFM team on CP for Q2’21; upskilled 60+ investigators on process; ensured SLA of 90%
- People Management
- Led team of 39 Investigation Specialists to meet & exceed SLAs in reducing seller bad debt by 15%
Sales & Marketing Intern - Modern Trade Management
VLCC Personal Care
04.2019 - 05.2019
- Collaborated with 4 ASMs, 50+ MT retailers across Delhi/NCR; identified KPIs for MT outlets
- Studied consumer buying pattern & product placement strategy in MT outlets for PC brands
- Competition Analysis- Benchmarked industry's practices against major competitors Lotus, Biotique etc.
- Developed Wiring matrix for 15+ MTOs for relationship management for MTOs
- Green n Good Eco Solutions (B2B)
- Performed market research, identified scope of green tea, supervised B2B marketing for product “Green Tribe”
- Generated revenue of 76k INR; pitched product to 50+ online & offline retail partners
- Instrumental in onboarding of product across 7 online retailers & 20+ offline retailers in Bangalore, Mysore, Chennai
Associate Analyst
Vaco Binary Semantics, Google Maps
03.2017 - 06.2018
- Integrated global public transit agencies on Google Maps, covering EMEA, LATAM, NA & APAC regions
- Led launch of 15+ transit agencies worldwide with Strategic partner management team
- Boosted partner satisfaction index by achieving SLA of 98%; maintained response time of 24 hours
- Mentored team on SPVP & PS-GEO workflows for timely partner’s query resolution; improved response rate by 28%
Education
MBA - Marketing & Strategy
Indian Institute of Management Rohtak
07.2018 - 03.2020
B. Tech - Electronics and Communication
Maharshi Dayanand University
Rohtak 07.2011 - 07.2015
Skills
Program leadership
undefinedTimeline
Program Manager
Amazon - GCC (CS Technology Team)
10.2021 - Current
Operations Manager
AMAZON
05.2020 - Current
Sales & Marketing Intern - Modern Trade Management
VLCC Personal Care
04.2019 - 05.2019
MBA - Marketing & Strategy
Indian Institute of Management Rohtak
07.2018 - 03.2020
Associate Analyst
Vaco Binary Semantics, Google Maps
03.2017 - 06.2018
B. Tech - Electronics and Communication
Maharshi Dayanand University
07.2011 - 07.2015
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