Travelling
Richa Jayaswal
Senior ROC Specialist/Training Ambassador
Bengaluru,KA
Summary
Forward-thinking Operations Specialist bringing 8 years of expertise in Logistics and Support Team for Ecommerce sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully maintaining top score on Balance Sheet and contributing into innovative solutions to smooth the process.
Overview
8
8
years of professional experience
27
27
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
ROC Specialist - Logistics
Amazon Development Centre
11.2021 - Current
- Communicate on day to day with internal stakeholders in order to understand and fix their concrete problems
- Understand the issue and make best use of the available resources to resolve it
- Able to systematically escalate problems or variance in the information to the relevant owners and teams according to processes and standard
- Ensure to surpass all performance and quality goals.
Subject Matter Expert
Amazon Development Centre India
01.2020 - 11.2021
- Improved user productivity and efficiency through system training and support.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Digital and Devices Technician
Amazon Development Centre
11.2016 - 11.2021
- Technical troubleshooting of issues related to Amazon digital services and 3p sellers which include games, software applications, music and video streaming
- Troubleshooting devices owned by Amazon and devices on which Amazon provides its services
- Respond to customer queries through offline and live medium of communication
- Escalate pending order related issues and reprocess stuck orders through the system
- Working with customers to understand how they use applications and digital services, and providing valuable feedback to business and development teams
- Assuming responsibility for developing detailed knowledge about specific product lines and features
- Trained many NHT batches and taken refreshers for the team and made sure their Metrics are above Goal.
Education
Data Science
BITS Pilani
Pilani, India 04.2001 - Current
Bachelor of Science - Computer Science Enginerring
SRM University
Chennai 2011.May - 2015.May
Skills
SQL
Python
MS Excel
MS Word
Outlook
Technical communication
Team Collaboration
Continuous Improvement
Team building
Data Analysis
Written Communication
Logistics Coordination
Projects
Password Authentication using Visual Cryptography, Owner
Accomplishments
- Collaborated with team of 10 in the development of CARS Tool.
- Supervised team of 15 staff members.
- Achieved Employee of the Month multiple times by completing the tasks with highest accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
SQL Fundamental Course
Interests
Cooking
Badminton
Software
Python
SQL
PowerBI
MYSQL
Timeline
ROC Specialist - Logistics
Amazon Development Centre
11.2021 - Current
SQL Fundamental Course
01-2021
ACES Kaizan- Have been on the Kaizen Certified and helping to gathering the ideas to smooth the Customer Experience with Amazon
03-2020
Subject Matter Expert
Amazon Development Centre India
01.2020 - 11.2021
Digital and Devices Technician
Amazon Development Centre
11.2016 - 11.2021
Bachelor of Science - Computer Science Enginerring
SRM University
2011.May - 2015.May
Data Science
BITS Pilani
04.2001 - Current