Puneet Lakkaraju
Subject matter expert-Seller performance analyst
Pune
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
10
10
years of professional experience
2013
2013
years of post-secondary education
4
4
Languages
Work History
Subject Matter Expert
Sears
04.2017 - Current
- Provided accurate guidance on platform policies to sellers and resolved database issues in line with company protocols
- Collaborated with cross-functional development teams to address vendor concerns and resolve critical bugs, ensuring smooth operations
- Coordinated with corporate stakeholders to manage fees, prohibited items, and platform gating strategies
- Mentored junior team members, contributing to their professional growth and development.
- Analyzed seller metrics, identified trends, and recommended actionable improvements for platform performance
- Ensured timely resolution of customer and vendor queries within established SLA guidelines while supporting risk management changes
- Tracked and reported defects using JIRA, and followed up on bug fixes and platform upgrades
- Led Knowledge Transfer (KT) sessions to improve product understanding and operational efficiency
- Conducted comprehensive load testing to ensure platform reliability during high-traffic periods (Holiday Season)
- Resolved finance-related queries regarding supplier billing and invoice discrepancies
- Compiled and presented monthly order and performance reports to senior management
- Performed Quality Assurance (QA) on payment disputes and chargebacks to ensure accurate resolution
- Managed social media escalations and efficiently routed issues to the appropriate teams for resolution
Service Associate
Amazon
09.2014 - 03.2017
- Ensured high customer satisfaction through proactive problem-solving and effective strategies addressing customer needs, concerns, and expectations.
- Delivered primary customer support to North American clients via email, resolving issues related to logistics, payments, and technical troubleshooting.
- Managed high-volume customer interactions daily, maintaining a positive attitude and a focus on customer satisfaction and service excellence.
- Collected and analyzed customer feedback to identify trends, driving continuous process improvements that exceeded customer satisfaction targets.
- Provided technical support on a broad range of company products, ensuring customer issues were resolved promptly and effectively.
- Achieved consistently high satisfaction ratings by delivering efficient first-response resolutions to customer inquiries and concerns.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
Education
High School -
Casnossa Convent High School
04.2001 - 01.2006
Associate of Commerce - Commerce
Jaihind High School
BBM - Ecommerce
Z.B.patil College of Arts, commerce And Science
MBA - MMS
SASMIRA Institute of Management Studies & Research
Skills
- Data base systems
- MS Access
- Hive
- Salesforce
- Netsuite
- Jira
- Spin
- Hootsuite
- Iprobe
Training and mentoring
Timeline
Subject Matter Expert
Sears
04.2017 - Current
Service Associate
Amazon
09.2014 - 03.2017
High School -
Casnossa Convent High School
04.2001 - 01.2006
BBM - Ecommerce
Z.B.patil College of Arts, commerce And Science
MBA - MMS
SASMIRA Institute of Management Studies & Research
Associate of Commerce - Commerce
Jaihind High School
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