Niladri Sen

• Skill in managing integration and Catalog projects through all 6 phases: Plan, Design, Build, Test, Deploy and Go Live
• Deft at owning success of project and ensuring projects meet all key milestones and Go Live dates
• Hands on experience in driving buyer and supplier interactions, transaction testing and resolving related technical issues
• Good Understanding of cXML/EDIFACT/ASC x12/ CSV UPLOAD Integration & Punchout/CIF Catalog
• Excellent inter-personal relationship, communication, and people management capabilities
• Acting as a Project Manager for all the integration (cXML/EDIFACT/ASC x12/ CSV UPLOAD) projects & CIF/PunchOut Catalog projects
• Initiating kick off calls with all necessary stakeholders and driving project towards success
• Ensuring project team are aware of each other’s responsibilities
• Reviewing EDI/cXML mapping specification as per customer’s requirement and sharing it with vendors
• Assisting customer update necessary master data information and create the requisition from SAP procurement tool
• Drive weekly calls with all the stakeholders, analyzing, and reporting issues which customers/vendors encounter
• Assisting vendors publish CIF and Punchout Catalogs through Ariba Account
• Undertaking following activities: Supplier Integration, Project Management, New suppliers on-boarding

Highlights:

• Consistently achieved target deadline for go-live and appreciated by customers for assisting them.
• Recognized in SAP GDS All Hands for completion of “Nationwide” and “Target” project with targeted go-live date and 80 suppliers
• Appreciated by Amazon Business, AWS, Syngenta, Canadian National, NTT Data, Viacom, Novartis, DB Schenker for assisting them in completing transaction within targeted date
• Completed Basic Foundation of Business Analyst Training from LinkedIn Learning.

• Handling customer escalation calls for C-Level Executives and support incidents raised for go live project
• Handling team of 20 and SLA breaches
• Ensuring minimum or no SLA Breach and making sure BCP is always in place in case BAU is down
• Providing 1/1 feedback to team colleagues for any quality or productivity miss
• Managing team performance and leave management
• Presenting monthly data over power point presentation to leadership team and QBR details
• Sending EOD calls taken and chat received data to global team to ensure continuous tracking of data
• Setting up outlook meetings for Team and Management
• Quantify actual impact of each escalation as well as possible escalations that may come in; due to similar issues
• Adhere to escalation management process and call out deviations/delays if an
• Follow up with POCs for each escalation and provide daily/weekly updates
• Work closely with all stakeholders and reduce repeat escalations by implementing effective preventive actions
• Look for long term fixes and focus on improving Customer Experience
• Creating task plan and rostering of agents for Public Holidays
• Knowledge of Tools like Service Now and Workday

Projects Undertaken:

• Testing and UAT phase management for transition from old tool BCP to new tool service now
• Streamlining and creating new task plan such that HR policies are adhered, and SLA compliant.

• Performing audits on group level data by analyzing, deep diving and high-volume data mining
• Conducting process improvement project discussion with various leadership team and ensuring end to end delivery of project
• Working towards inflow reduction in each group and driving C-SAT
• Responding, scheduling, and liaising with stakeholders and managing swift flow of work between different stakeholders
• Evaluating and analyzing agent errors and reducing them by arranging refresher training, coaching and passing feedback
• Ensuring all new process improvement projects taken over and completed within given deadline
• Driving team efficiency by bridging knowledge gap
• Ensuring SOPs for designated groups are updated as per process roll outs and documenting any change that has been implemented from CX standpoint for any group
• SOP adherence needed to be maintained
• Keeping agents updated about any new version of flows released and updating same on daily huddles

Projects Undertaken:

• Automation of By Now Pay Later Services Issues wherein changes were made in BOT itself to ensure that no tickets of such issue type flow in queue and is automatically resolved by BOT intervention itself
• C_SAT% Rectification of Group Refer& Earn: Analyzed the cause of high D_SAT(48% in month of April), by reading the data
• Found out the issue was 60% contributed by BOT wherein the BOT is not analyzing the invitee number and resolving the cases by declining cashback. This led to a major low C_SAT
• The BOT was not identifying the number of digits for a phone number and any phone number which was not 10 digits, where directly informed by the BOT that the customer is not eligible for cashback and resolving. This led to a high D_SAT
• Later after incorporation of the logic wherein BOT can read the number of digits, we started asking the invitee number again instead of resolving and this lead to a major decrease in D_SAT and our D_SAT % for month of May was 22% and this was a significant drop.

• Rule writing - Ensuring that the compliance rules written are updated with proper keywords so that the automatic scrub removes the illegal products
• Writing the compliance rules in such a way that maximum products would get scrubbed and achieve the set targets
• Website auditing - Ensuring to manually check the possible category of products and check if they are compliant and if not compliant and still live in Amazon, we had to go ahead and report the manual review team to go ahead and put the product down
• Working for Restricted Products Team and manual classification team to ensure products sold in Amazon are legal and compliant with Amazon and government rules
• Deep diving and analyzing each product based on the legal rule provided
• Dangerous Goods Compliance - Taking final calls for the products listed in Amazon and ensuring that they are sold in Amazon platform only if it meets the Storage and Transport regulation as per the IATA, DOT Guidelines
• Cross auditing each classification, maintaining, and addressing any faults of the team was also needed.

• Escalation handled - handled escalation from sellers regarding various FBA related issues and made sure that correct team was aligned to the issue, so that seller satisfaction was met
• Performing ATM Case Audits – Worked closely with my supervisor to ensure that I learn how to perform ATM audits and ensure that proper feedback was passed to each associate
• Involved myself in time and motion audits to ensure that the team maintains proper metrics
• Managing Team – Managed two teams in delivering performances and ensured that the team function accurately and meets the basic deliverables
• Ensuring to keep the team motivated and identify any performance barriers and create steps to overcome the same
• Stakeholder management – Head of SME call for partners in Delhi and Jaipur
• Conducted a daily SME- conference call with operations and supervisors/SMEs from Concentrix (Amazon Delhi outsourced partners) and Tele-performance (Amazon Jaipur outsourced partners)
• Chosen to head the call by Sr. Manager for outsource team.
• This call helps open communication between our sites, and brainstorm on our actions and deliverables, as well as create a strong connect between operations in each site
• Seller experience surveys has significantly improved in both partner sites, since the inception of this call, and the effectiveness showed in improvement of key metrics
• The result of having these daily discussions with our partners helped us understand their role in the UK business, and to help them scale up to captive site-level performance through gradual improvements.

• Seller Support Associate - Dealt with the queries of Sellers
• Took my customers issues as my issue and resolved it the same way
• Fulfillment by Amazon Expertise - Worked for FBA and have a proper process knowledge about FBA
• Dealt with logistics issue and transportation of shipments on FC
• FBA knowledge – Worked for inventory investigation and reimbursements
• Frugality was the most important aspect here.