Rajiv Sarin

• Manage over all operations at Business Unit Level includes all online activity in relation to traffic acquisition, sales, conversion strategies, Customer Support, Seller Support, Multitasking, Account Health Management, Order Processing, Automations.
• Increased customer satisfaction with timely project deliveries and seamless communication.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Develop and implement E-commerce strategy in order to improve Marketplace performance all across
• Work with IT team over more than 45+ Projects
• Research market in order to discover new trends and technologies in order to improve website performance
• Analyze various data in order to deliver data driven strategies in order to deliver top performance and achieve kpi's
• Responsible for Teams [Account Management, Customer Support, Seller Support, Order Processing, Multitasking, Account Health Management, Vendor Management].
• Achieved operational excellence by streamlining processes and implementing best practices.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.

• Own, Strategics, Build and Drive our Key Operation area with significant span of control
• Business operation of 18+ Marketplace accounts and team size of 63+
• Define and set up KPIs to monitor the health of the departments
• Build required processes with focus on accuracy, efficiency and scalability
• Handling Legal Regulations, Infringement complaints/Copy rights and country wise strategy to safeguard accounts
• Design System, Automation & Processes for High Accuracy, Efficiency and Scalability
• Identify training needs of each person to reach their peak potential
• To Strategize, Plan & Execute to ensure an expected execution for tailored outcomes.
• Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.

• Marketplace Account Settings
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
• Strategic Road Map to achieve targets
• Defined clear targets and objectives and communicated to other team members.
• Order Processing and Hold Orders Management
• Returns and Refunds Management
• Cancellations and Customer Feedback
• ODR / Account Health
• Guiding & strategizing with the agency in planning, creating, managing & optimizing Sponsored Product (Auto & Manual) / Brand / Video / Display Campaigns on Amazon efficiently with good ROI & ACoS.
• Sales Tracking
• Reports and MIS
• Co-ordination with marketing teams, designing team, & content writing team to execute marketing strategies on Amazon and social media platforms
• Automation & Process Enhancements
• Co-ordinating with photographers for photoshoot of the products with the best possible angle which is required for

Amazon listing, A+ & Brandstore

• IP Investigations/ Counterfeit Claims & Copy Rights
• Experience for International Marketplaces [Amazon.com, Sears.com, Wish.com, NewEgg.com, Houzz.com & Facebook.com.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Increased team productivity by implementing streamlined processes and effective communication strategies.
• Launched new products and services with thorough market research, leading to increased revenue growth.

• Supervise day-to-day operations in the customer service department
• Respond to customer service issues in a timely manner
• Create effective customer service procedures, SOP's, templates, policies, QC, and standards
• Maintain accurate records and document all customer service activities and discussions
• Assess service statistics and prepare detailed reports on findings
• Hire and train new customer service agents
• Manage the approved budget of the customer service department
• Social Media responses [Trust Pilot, Facebook, Social platforms, Maintain account health of marketplaces [Metrics, A-Z Claims, Cancellations & BBB emails
• Deck Preparation, Bi-weekly & Monthly review with Team-Leads
• Stay informed on the latest industry techniques and methods.

• Maintains customer satisfaction by providing problem-solving resources
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees
• Plans, monitors, appraises and reviews job contributions of others
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
• Implements production, productivity, quality, and customer-service standards
• Completes audits to understand & Identifies customer service trends and determines system improvements
• Meets customer service financial objectives by forecasting requirements
• Analyzes variance and initiates corrective actions
• Determines customer service requirements by maintaining contact with customers and visiting operational environments
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results
• Maximizes customer operational performance by providing help desk resources and technical advice
• Resolves problems and disseminates advisories and warnings
• Accomplishing information systems and organization mission by completing related results as needed.
• Improved customer satisfaction ratings by addressing concerns promptly and providing effective solutions.
• Reduced average call handling time with targeted coaching and performance monitoring.
• Increased first-call resolution rates, streamlining processes to address customer issues quickly.
• Analyzed customer feedback data to identify areas for improvement, implementing changes accordingly.
• Developed and implemented training programs for new hires, resulting in faster onboarding and higher retention rates.
• Created an incentive program that boosted employee morale and motivation, leading to improved performance metrics.
• Organized regular team meetings for open discussions about challenges faced in the workplace, fostering a collaborative atmosphere focused on continuous improvement strategies.
• Communicated with vendors regarding backorder availability, future inventory, and special orders.

• Review and Resolve Escalations
• Evaluate Team Members
• Support Process Improvement
• Train New Hires
• Handle the day-to-day grievances of the team and help them with the resolution
• Understanding the issue and brief it accordingly to the internal team for the resolution
• Coordinate with various internal teams for a smooth resolution
• Provide direction and feedback to workers during shifts
• Schedule employee shifts and assign duties
• Manage time-off requests and handle last-minute absences
• Address customer and employee complaints
• Resolve conflicts between workers
• Foster and maintain a positive work environment.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.

• Social Security Verification: validates the applicant's Social Security number, date of birth, and former addresses
• Prior Employment Verification: confirms applicant's employment with the listed companies, including dates of employment, position held and additional information available pertaining to performance rating, reason for departure and eligibility for rehire
• This verification will be run on the past two employers or the previous five years, whichever comes first
• Personal and Professional References: calls will be placed to individuals listed as references by the applicant
• Educational Verification: confirms the applicant's claimed educational institution, including the years attended and the degree/diploma received
• Criminal History: includes a review of criminal convictions and probation
• The following factors will be considered for applicants with a criminal history: A
• The nature of the crime and its relationship to the position
• The time since the conviction
• The number (if more than one) of convictions
• Whether hiring, transferring, or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors
• Motor Vehicle Records: provides a report on an individual's driving history in the state requested
• This search will be run when driving is an essential requirement of the position
• Credit History: confirms candidate's credit history
• This search will be run for positions that involve management of specific company's name, its funds and/or handling of cash or credit cards.

• Recover dues of the delinquent customers via calls
• Adhere rules state-based & remain compliant as per AMEX [American Express] guidelines
• Endeavor to exceed metrics on transnational quality, compliance regulations, and productivity as per goals
• Ensure max recovery on CM accounts through inbound/outbound telephone contact
• Meet metrics on VOCM, quality, contact rate, and collection.

• Handling a team of 12 FTEs
• Based on Client Requirement, Zen-desk Mailboxes for product line (Support Suite, Viagra Pro, Calais Pro, Herba-Net, Service Mail Box, Supplements, Payment
• Weekly calls with clients to share updates & challenges
• Verification's [ Fraudulent checks & Back checks ]
• Project FC Programme (Fraud Control)
• Card Decline's Cold Calling (Once & Twice a week)
• Special Campaigns/ Promotions & Deals/ Coupons/ Discounts/ Gift Cards
• Bi-weekly & Monthly Process Reviews with Clients.
• Improved team performance by implementing effective coaching strategies and setting clear goals.
• Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.

• Got recognized as the Senior Advisor on 27th September 2007
• Awarded 'The Best Advisor' in the month of October 2007 from all over centers for maintaining efficiency below 01.31sec of idle time between making outbound calls
• Assisting OJT's [Training, Feedback, Work on shortcomings
• Process Training, Designing KRAs
• Handling 9 FTE's
• Call Barging, New Batch Rosters, C-Sat, Daily Briefing.