RAJESH GN
Bangarpet
Summary
E-Commerce Platform professional specializing in MFN (Merchant Fulfilled Network) operations, seller performance management, customer resolution, and logistics fulfillment. Experienced in MFN upsell, FT upsell, reactivation, SIM ticket resolution, CSBA return pickup coverage, and senior escalation management.
Overview
12
12
years of professional experience
Work History
Operations Specialist
Amazon
02.2025 - Current
- Led MFN Upsell initiatives by identifying and converting eligible MFN sellers to higher-tier programs, driving incremental GMS growth.
- Managed FT (Fulfilled Type) Upsell workstream, onboarding sellers to the FT program and expanding FT selection through MFN to MFN FT seller conversion programs.
- Re-engaged lapsed or inactive MFN sellers through reactivation efforts, restoring operational status and recovering selection and GMS.
- Managed end-to-end MFN Local Shops operations covering upsell, reactivation, and return pickup coverage workstreams.
- Resolved daily SIM tickets related to MFN upsell, FT upsell, and reactivation, ensuring timely closure within TAT and maintaining high seller satisfaction.
- Enhanced MFN CSBA forward and return pickup coverage week-over-week by analyzing gaps and implementing carrier/process improvements.
- Collaborated with operations, logistics, seller support teams, and the CSBA BI team on analytics infrastructure and coverage optimization.
- Worked on FOCR (First Order Cancellation Rate) improvement initiatives, achieving consistent reduction toward annual targets.
CS Resolution Specialist (Senior Escalation Manager)
Glowroad by Amazon
11.2019 - 01.2025
- Held full ownership of resolving customer concerns with deep commitment to restoring trust and satisfaction by identifying root causes and ensuring timely resolutions.
- Managed high-pressure scenarios during major service outages and high-visibility social media escalations, effectively mitigating customer impact.
- Never missed a promised callback or follow-up, ensuring customer confidence.
- Conducted follow-up calls with customers after issue resolution, verifying satisfaction and reinforcing positive relationships.
- Resolved Grievances (Consumer Forum Emails) – received and resolved issues including bundle/single product disputes, weight verification, and fraud detection.
- Performed CODFC Fraud Checks – identified mismatches in payment details (billing vs. shipping addresses) and cancelled fraudulent orders per SOP.
- Managed NDR (Next Day Delivery) – made outbound calls to confirm landmarks and arrange deliveries.
- Managed logistics team tickets for pickup and delivery issues, reprocessed orders through 3PL.
Adviser – Axis Bank
Concentrix Daksh Pvt Ltd
01.2019 - 05.2019
- Advised customers on banking products and services, enhancing their understanding and satisfaction.
- Conducted needs assessments to understand customers' financial goals and objectives.
- Consistently met or exceeded sales targets, driving revenue growth for the bank.
- Processed customer requests for account openings, closures, and transactions, facilitating smooth banking experiences.
- Resolved customer inquiries via phone, email, and chat, ensuring prompt and efficient issue resolution.
Customer Service Associate – Axis Bank
Intelenet Global Solutions Pvt Ltd
03.2016 - 03.2017
- Addressed client requests promptly, leveraging in-depth systems knowledge to provide effective solutions.
- Guided existing and prospective clients in selecting insurance policies tailored to their specific needs.
- Presented and clearly explained insurance policy options based on clients' needs and goals.
- Gathered essential information to determine appropriate insurance types and coverage levels for clients.
- Assisted customers facing financial difficulty by creating payment plans and phasing premiums.
- Monitored industry regulations to ensure compliance in all insurance transactions and advice given.
Customer Support Officer
MPHASIS Airtel Postpaid
06.2014 - 08.2015
- Customer Issue Resolution: Resolved customer complaints regarding postpaid plans, billing, and services through phone, email, and chat, enhancing overall customer satisfaction.
- Billing and Payment Support: Assisted customers with billing inquiries and payment issues, ensuring accurate account management and timely resolution.
- Service Requests: Processed customer requests for SIM replacement, plan changes, and data top-ups.
- Plan Recommendations: Analyzed customers' usage patterns and recommended suitable postpaid plans.
- Sales and Upselling: Identified opportunities to upsell and cross-sell Airtel's products and services, resulting in revenue growth.
- Customer Retention: Developed and executed strategies to retain customers, successfully minimizing churn and fostering long-term loyalty.
- Technical Support: Troubleshot technical issues related to network coverage, data connectivity, and handset compatibility.
Education
Diploma of Higher Education - Mechanical Engineering
Pavan Polytechnic
Kolar, KA01.2011
Certificate of Higher Education - Science
First Grade College
KGF01.2006
Skills
- Customer Relationship Management
- Sales and Marketing
- Data Analysis and Reporting
- Seller Operations
- Problem-Solving
- Time Management
- Excellent Communication
- Product Knowledge
Personal Information
- Date of Birth: 02/13/87
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- English, Advanced
- Kannada, Proficient
- Hindi, Advanced
- Tamil, Proficient
- Telugu, Proficient
Timeline
Operations Specialist
Amazon
02.2025 - Current
CS Resolution Specialist (Senior Escalation Manager)
Glowroad by Amazon
11.2019 - 01.2025
Adviser – Axis Bank
Concentrix Daksh Pvt Ltd
01.2019 - 05.2019
Customer Service Associate – Axis Bank
Intelenet Global Solutions Pvt Ltd
03.2016 - 03.2017
Customer Support Officer
MPHASIS Airtel Postpaid
06.2014 - 08.2015
Diploma of Higher Education - Mechanical Engineering
Pavan Polytechnic
Certificate of Higher Education - Science
First Grade College