Prerna Biswas
Kolkata
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Risk Management Coordinator Books Department
Amazon
12.2023 - Current
- Worked with the risk management team to ensure the content published by sellers on the kindle website are original and the content is consumable by customers is devoid of fake/forged books, pornography, impersonated metadata, copied content or underage imagery
- The team ensured to block publishers who would violate the kindle guidelines and accordingly block their royalties based on the violation they have committed
- Helped in removing multiple accounts of sellers who create the same to earn more royalty
- Helped in a project to identify certain tools which take longer than usual to function and how to replace with new tools which will take half of the time taken earlier
- Helped in blocking more than 1 lakh publishers in a span of 1 year who have not met the guidelines of Kindle Direct Publishing
- Have worked in specialised machine learning processes to automate the regular tasks nominations so that they can be handled faster.
- Streamlined risk management processes for improved efficiency and effectiveness in identifying potential hazards.
Account Management Associate
Amazon
05.2022 - 12.2023
- Client relationship management - understand client needs goals and challenges to provide effective solutions
- Account maintenance - Manage account of sellers and monitor accounts to ensure maximum sales and profit
- Worked under the transparency project to protect sellers from counterfeit of their sellable goods
- Handled seller queries, helped them understand the protection programme and onboard them to the same.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Trained and mentored junior staff on customer service strategies and techniques.
Subject Matter Expert
Amazon
03.2021 - 05.2022
- Helped in guiding peers with process with my comprehensive understanding and analytical skills to enhance processes, provide guidance and foster a culture of constant improvement
- Helped with call audits, feedback by collaborating with cross functional teams which played a key role in advancing organizations objectives.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
Customer Service Associate
Amazon
02.2020 - 03.2021
- Helping customers with problem solving in real time
- Exceptional communication skills and dedicated to providing quality resolutions to customer satisfaction
- Managing customer queries with fast resolution to queries and high attention to detail
- Customer focussed professional helped with handling escalations, resolving problems and maintaining floor hygeine.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Proactively sought opportunities for personal growth within the role through continuous learning initiatives.
Education
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Carmel High School
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Gokhale Memorial Girls School
Graduate in Comparative Literature - undefined
Jadavpur University
Skills
Customer Relationship ManagementEscalation HandlingRisk Management handlingPublisher appeals and deep dive into understanding the appeals supported with documentationMicrosoft ExcelMicrosoft WordMicrosoft PowerpointMy Sql Workbench and My Hubble database appending on regular basis
Internal Audits
Trend Analysis
Risk Mitigation
Risk Reporting
Time management abilities
Quality Assurance
Internal Auditing
Projects
- Reduce Ticket Handling time, Amazon - Worked with peers and managers to notice what is the average handling time of per ticket and if every ticket takes the same time. Post the survey, we determined the handling time was different for every ticket hence the goal had to be revised from tickets per hour to Customer id per hour to ensure effective productivity and quality
- Understanding KPI and quality goals - Worked with managers for a better understanding of KPI and the role quality plays in it. The audit/sampling history was found to be different for every individual for which there was major discrepancy in quality numbers. Worked with quality team to ensure a new strategy where the sampling data percentage would be same for all individuals to maintain parity between their goals
- Low Performance Guidance - A group of low performing individuals were assigned to this project which was led by me. Helped them in understanding the value of quality number is important than high productivity which led to maximum defects. Coached every single individual on all the SOP's and with their understanding updated the gaps in the SOP. Every individual was given a buffer period of 3 weeks having SOP refreshers, doubt clearing sessions, one on one understanding of individuals and how to meet the same
Timeline
Risk Management Coordinator Books Department
Amazon
12.2023 - Current
Account Management Associate
Amazon
05.2022 - 12.2023
Subject Matter Expert
Amazon
03.2021 - 05.2022
Customer Service Associate
Amazon
02.2020 - 03.2021
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Carmel High School
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Gokhale Memorial Girls School
Graduate in Comparative Literature - undefined
Jadavpur University