Pradyumna Majumdar
Kolkata
Summary
Escalation resolution specialist with extensive experience at Amazon, recognized for excellence in problem-solving and customer service. Proven ability to implement process improvements using Six Sigma and Lean principles, resulting in enhanced operational efficiency. Over 5 years of experience in FBA operations, managing complex seller escalations and collaborating cross-functionally to resolve issues. Background includes roles in business research and team leadership, demonstrating strong skills in stakeholder management and data analysis.
Overview
3
3
Languages
1
1
Certification
13
13
years of professional experience
Work History
SP-S Specialist, Connect with a Specialist (CWS)
Amazon.com
Kolkata
05.2026 - Current
- Owned end-to-end partner issue resolution by aligning responses with partner concerns and organizational CX benchmarks.
- Managed selling partner inquiries via phone, chat, and follow-up email, delivering tailored communication aligned with customer experience standards.
- Identified recurring themes from partner anecdotes and translated findings into actionable upstream problem-solving inputs.
- Drove development of resolution paths and support models to raise operational efficiency across CWS and core teams.
- Led strategic guidance delivery by defining and implementing resolutions for active business problems.
- Collaborated on solutions aligned with shared account goals and objective targets to drive partner success.
- Assessed marketplace process initiatives and system issues to proactively surface risks for selling partners.
- Coordinated corrective-action recommendations with internal stakeholders to improve processes and outcomes.
- Analysed anecdote patterns to inform prevention plans within CWS and core teams, reducing repeat contacts.
- Led continuous improvement initiatives by tightening defect remediation and preventive measures across support channels.
Live Channel Specialist
Amazon.com
Kolkata
08.2020 - 05.2026
- Drove continuous improvement using lean and Six Sigma on LCI initiatives.
- Updated SOP wikis with stakeholders and programme teams to match needs.
- Handled high-volume escalated seller queries with end-to-end root cause analyses.
- Partnered with technical and product teams to resolve seller issues.
- Completed training across FBA FUII M@ IIDP and FFT programmes in NA marketplace.
- Supported seller workflows, fulfilment capacity management, and ticket escalation.
- Mentored associates, enforced documentation standards, and coached for programme benchmarks.
- Summarised internal audit findings and presented recommendations to senior management.
- Deputised for manager duties to keep team operations seamless.
Business Research Executive & Strategist
M/S Artisan
Kolkata
06.2018 - 01.2020
- Follow up new business opportunities and arrange client meetings promptly.
- Plan and prepare presentations for prospective clients and internal stakeholders.
- Share product developments with prospective clients and maintain engagement continuously.
Shift Manager
TEXAS CHICKEN
Auckland
09.2017 - 05.2018
- Run staff tasks when manager is not on duty.
- Maintain daily accounts and count stock each shift.
- Direct employees through daily routines and store procedures.
Sales Consultant
MY TAX BACK Ltd
Auckland
06.2016 - 08.2017
- Prepared tax refund filings for clients under required paperwork standards.
- Signed up clients to support weekly sales targets and growth goals.
- Achieved weekly targets through consistent follow-ups and daily prioritisation routines.
- Reported daily progress to manager at end of each day.
- Checked service quality and followed up to keep customers satisfied.
- Collaborated in a team and acted as a dependable support member.
- Communicated clearly with customers from different countries during daily interactions.
Accountant, Sales Administrator
M/S Artisan
Kolkata
07.2013 - 12.2015
- Maintained daily accounts and kept entries updated each working day.
- Produced weekly sales reports for review and filing.
- Counted site stock daily and updated stock records accurately.
Education
GRADUATE DIPLOMA IN INTERNATIONAL BUSINESS (LEVEL 7) - Internatinal Business
Auckland Institute of Studies
Auckland, New Zealand01.2017
BACHELOR IN COMMERCE (B.COM) - Accounting
University of Calcutta
India01.2015
DIPLOMA IN COMPUTERIZED FINANCIAL ACCOUNTING - Computerized FInancial Accounting
Jadavpur University
India01.2014
HIGHER SECONDARY (12th) - Commerce
West Bengal Council of Higher Secondary Education
India01.2012
Skills
- Microsoft Excel expertise
- Data analysis
- SWOT Analysis
- Six Sigma Certification
- Knowledge of SQL
- Customer satisfaction
- Employee training
- Client Relationship Management
- Stakeholder relationship management
- Critical analysis
- Service level management
- Customer service expertise
Certification
- Advanced Excel
- Intro to Project Management
- English and International Language
- TOEFL Certified Trainer
- LEAN SIX SIGMA Yellow Belt
- Microsoft Power BI
- Gen-AI Certification
Languages
Bengali
First Language
English
Proficient
C2
Hindi
Advanced
C1
Hobbies and interests
- Community Involvement
- Learning Languages
- Travel and Sports
Timeline
SP-S Specialist, Connect with a Specialist (CWS)
Amazon.com
05.2026 - Current
Live Channel Specialist
Amazon.com
08.2020 - 05.2026
Business Research Executive & Strategist
M/S Artisan
06.2018 - 01.2020
Shift Manager
TEXAS CHICKEN
09.2017 - 05.2018
Sales Consultant
MY TAX BACK Ltd
06.2016 - 08.2017
Accountant, Sales Administrator
M/S Artisan
07.2013 - 12.2015
GRADUATE DIPLOMA IN INTERNATIONAL BUSINESS (LEVEL 7) - Internatinal Business
Auckland Institute of Studies
BACHELOR IN COMMERCE (B.COM) - Accounting
University of Calcutta
DIPLOMA IN COMPUTERIZED FINANCIAL ACCOUNTING - Computerized FInancial Accounting
Jadavpur University
HIGHER SECONDARY (12th) - Commerce
West Bengal Council of Higher Secondary Education