Nilanjan Majumdar

Dynamic operations leader with a proven track record at Target Corporation, enhancing operational efficiency by 30% through strategic initiatives. Skilled in performance management and cross-functional collaboration, I excel in driving team engagement and achieving KPIs. My expertise in data analysis and commitment to customer service consistently deliver exceptional results.

At Amazon: At Target: General Achievements:

• Seller Support Excellence Award – Nov 2012
• Super Star of the Month – Awarded 3 times between 2012–2014
• Best Mentor of the Quarter – Oct–Dec 2014
• Seller First Champion Award – Best Team Leader – Q1 2016
• Winter Olympics – Peak Season Winner – Nov–Dec 2016
• Best Supervisor Award – Q3 2017
• Outstanding Supervisor – Feb 2018 & May 2018
• Selected as Subject Matter Expert (SME) to launch Amazon China (CN) operations – 2015
• Ignite: Leadership Development Program – Completed in 2016
• Promoted to Team Leader – Oct 2015
• Promoted to Team Manager – Vendor Contact Management – May 2017
• Best Newcomer Award – 2020
• Target Excellence Award – Recognized for exceeding KPIs and operational leadership
• Best Team Award – Q2 2023
• Participated in:
  DLP: Data Leadership Program – 2023
  Target Learning Studio
  TACT Program
  Propel Program
• Multiple virtual awards during WFH for leadership and innovation
• Successfully expanded and scaled team operations at Green Chilli Ventures, resulting in 6x report output within 6 months.

• Data learning Program - Target
• Propel - Growth Mindset - Target
• Ignite - Amazon

Identified a rising trend in Andon escalations among new hires during the 6-week onboarding ramp, with a consistent week-over-week increase.

Collaborated with a team of mentors to analyze Andon data, isolate key reason codes, and identify high-frequency issues across new hire batches.

Conducted refresher training sessions and knowledge assessments, focused on error-prone workflows and SOP adherence.

Achieved a 35% reduction in Andon escalations within 2 weeks, accelerating new hire confidence and accuracy.

Created a SharePoint knowledge hub with curated best practices and batch-specific learnings, institutionalizing knowledge transfer for future onboarding cycles.

Collaborated with the program manager to analyze and streamline the bin check process for returned items in Amazon’s seller support operations.

Identified key inefficiencies, including lack of item status updates and improper handling of returned goods, which delayed defect/counterfeit investigations.

Proposed and implemented the creation of a dedicated bin ID system for returned items and introduced a conveyor-based routing system in the warehouse for faster segregation.

These initiatives reduced item misclassification, enabled faster ticket resolution by field agents, and improved warehouse processing visibility.

Successfully reduced TTR for bin check tickets from 7–10 business days to 3–4 business days, resulting in improved seller satisfaction and operational efficiency.

Entrusted with reducing site-wide shrinkage from 42% to below 16% in collaboration with the Workforce Management (WFM) team.

Conducted a deep-dive analysis to segregate planned vs unplanned shrinkage, identifying that 27% was unplanned, primarily due to unscheduled meetings and floor-level one-on-ones.

Designed and introduced a Microsoft Forms-based meeting request process, requiring supervisors to pre-schedule meetings with WFM approval, ensuring schedule adherence and shift optimization.

Conducted training sessions with supervisors and WFM to ensure adoption and compliance.

Resulted in a reduction of unplanned shrinkage to

Spearheaded the Rewards & Recognition program for the VCM team, overseeing engagement initiatives for 300+ associates to improve motivation and performance alignment.

Introduced a structured R&R framework recognizing top KPI performers and an overall performer category, driving a 15–20% boost in KPI achievement consistency.

Rolled out peak season competitions with enhanced goals and tiered rewards, resulting in a 23% increase in productivity during high-volume months.

Implemented weekly WOW Cards (Winner of the Week) and monthly certificates to acknowledge outstanding contributions, boosting floor engagement and morale.

Partnered with Finance and Admin teams to define budget allocations and secure timely procurement of reward items, ensuring seamless program execution.

Maintained a year-long winner tracker to identify consistent top performers and award high-impact contributors during annual recognition events.

Designed and implemented a data-driven Rewards & Recognition program to boost engagement during pilot phases and peak seasons, focusing on performance excellence across KPIs.

Created a customized scorecard-based evaluation system to identify monthly top performers across AHT, NPS, Quality, and Transfer Rate, ensuring transparency and fairness.

Collaborated with Senior Leadership and Finance to secure budgets and with the Workforce Management team to allocate time during production hours for recognition events.

Introduced a points-based competition framework during peak season, allowing team members to accumulate points for overachieving goals, fostering a healthy, high-performance culture.

The program led to a month-over-month improvement in KPI metrics and enhanced morale across TMs by building a sense of ownership and competitive spirit.

Strengthened cross-functional collaboration and enhanced visibility of team performance contributions through well-structured, trackable appreciation systems.

Led a critical AHT recovery initiative during the COVID-induced WFH shift, addressing an AHT spike from 720 to 900 seconds across the TGS pilot program.

Partnered with Analysts and SMEs to analyze bottom quartile performers, uncovering three key delay drivers: lack of real-time support, reason code inefficiencies, and tool latency issues due to ISP constraints.

Established a Skype-based live support channel for all TMs to seek and receive instant resolution from peers and SMEs, cutting support wait times significantly.

Standardized verbatims and quick responses for frequently used reason codes, paired with focused training on chat etiquette and faster guest handling.

Implemented a minimum internet bandwidth requirement (300 Mbps) for all TMs to address tool latency and system lag, improving chat flow and reducing tech-related escalations.

These interventions resulted in a 360° turnaround of AHT metrics, reducing AHT by over 180 seconds in 4 weeks, eventually exceeding the site goal by 30 seconds.

Escalated and resolved behavioral outliers through structured performance coaching in line with organizational guidelines.

Tasked with standing-up a brand-new Guest Relations chat operation in India, servicing post-purchase store queries.

Built the team from 0 to 30 TMs in 6 weeks by (1) selecting 15 high-performing internal agents for a “soft-launch” wave and (2) partnering with Talent Acquisition to hire 15 external candidates.

Designed and executed a two-wave “buddy launch” model: tenured Wave-1 agents handled live chats for two weeks, then mentored Wave-2 new hires—cutting ramp-up time by 25 % versus prior launches.

Collaborated with Training & L&D to craft role-specific curricula, live-chat simulations, and on-the-job refresher modules; maintained a continuous feedback loop to refine content in real time.

Completed full process launch in 1.5 months (10 days ahead of plan) while navigating evolving SOPs and KPI definitions with U.S. process owners and Business Analytics.

Stabilized core KPIs—AHT to ≤720 s, NPS ≥70, Quality ≥92 %—within 90 days by iterating SOPs, closing tooling gaps, and driving targeted coaching sessions.

Instituted a monthly GR health-check ritual with Ops, Training, and Analytics teams, ensuring rapid root-cause analysis and agile updates to workflows and knowledge bases.