Rachana R

Managed complex vendor operations for the EU and NA retail, focusing on data quality and vendor experience.

• Managed end-to-end catalog-related activities to improve customer experience across the EU and NA marketplaces.
• Resolved catalog issues and ensured data accuracy for product listings.
• Handled product image uploads and A+ content creation to enhance detail page quality.
• Mapped and updated pricing for ASINs, ensuring compliance and consistency.
• Troubleshot catalog errors, and supported merchandising management operations.
• Contributed to automation efforts for copying A+ content and covers between marketplaces to streamline processes.
  • Delivered process training to new hires, and mentored Level 2 associates to improve process understanding and job performance.

Supported Amazon vendor service consultants in publishing reports to retail vendors, showing their weekly performances on multiple KPIs.

• Surpassed 98.8% SLA and 99.4% PRR against the goals of 92% and 96%.
• Managed the operations of vendors by onboarding and providing solutions to the tasks, thereby saving 48 hours of BS' time, leading to 1.21 retail HC savings.
• Took ownership of open aging TP90, which is an operational metric carried by L4 to reduce case aging, thereby improving the onshore BS experience and TAT of the task.
• Delivered an average TAT performance of 2.4 days against the goal of 5 days.

• Providing prompt, efficient, detailed, customer-oriented service to Amazon's customers.
• Working with the Dart support team to ensure a consistent and high-quality level of support.
• Quickly assess customer issues in order to provide accurate support.
• Working with customers to understand their problems, and providing valuable feedback to business and development teams.
• Act as the Voice of the Customer by reporting and acting on observed areas for improvement, while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer.
• Taking ownership to resolve challenging customer issues, escalating when necessary.
• Supported Amazon distribution, Berrio.
• Supported Concession Abuse Prevention (CAP)
• Supported Dynamic Adon Response Tool (DART).