Sachin Sharma
Amazon
Bengaluru
Summary
Account Manager and Training Specialist who is a consistent performer in Customer Service, Marketing and Account Management within E-Commerce and Client Services. Proven success in mentoring, training, operational excellence and organizational development with keen understanding of elements of E-Commerce business. Recognized for inspiring team members to excel and encouraging creative work environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
4
4
Languages
Work History
Training Specialist
Amazon
12.2022 - Current
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Trained and mentored over 150 new personnel hired to fulfill various roles.
- Used various learning suites to implement e-learning programs.
- Worked with various stakeholders to improve and automate various processes in training
- Assisted in analyzing and assessing training and development needs for process, departments and individuals.
- Prepared videos for online and remote instruction.
- Collected data on program effectiveness to develop modifications and improvements to curricula.
- Worked on preparing reports and collating data for weekly business review with leadership and stakeholders
- Conducted regular needs assessments to ensure alignment of training initiatives with organizational goals and objectives.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
Account Manager
Amazon
03.2021 - 12.2022
- Worked with newly onboarded sellers in guiding them to understand seller platform and various tools at their disposal
- Worked towards seller success by helping new sellers understand the requirements to succeed on seller platform and create visibility for their products using advertisements and various other programs available
- Worked with sellers to increase their selection and contribute towards an improvement in sales (GMS)
- Worked with sellers to improve their Core Attribute Quality (CAQ) scores to make their product page attractive and compliant in order to win the buy button for the product and improve chances of getting sales.
- Worked towards understanding pain points of new sellers and providing solutions in a timely manner
- Prepared and created a dashboard to monitor team performance and help the team understand the metrics that need to be driven
- Coordinated with various stakeholders during key events and helped guide the team with the needed help
- Monitored industry trends to provide informed recommendations on new products that could benefit selling partner's business
SPS Mentor
Amazon
07.2017 - 03.2021
- Guide and Assist Vendors on Amazon Platform with Orders Fulfillment while maintaining Vendor experience.
- Vendor Account Management with respect to building Brand relationships and Issue resolution.
- EDI support and assistance to implement EDI to automate process for Vendor.
- Claim and Resolve critical queries raised by teammates across floor.
- Mentoring new hire and tenured associates during and after training.
- Take up escalations and help resolve Selling Partner's query.
- Assist team in addressing audit disputes and providing insights to improve performance based on metric data.
- Mentored over 10 batches on new skills as well as new hires
- Increased performance of team by sharing experiences and tips on efficiently handling contacts
Customer Support and Subject Matter Expert
FirstSource
09.2013 - 03.2017
- Resolved technical and billing problems, improved operations and provided exceptional client support.
- Handled over 40 calls per day to address customer inquiries and concerns.
- Became subject matter expert and assisted new and tenured associates in handling customer queries and escalations
- Held team meetings to discuss weekly goals and targets along with current performances
- Monitored associate interaction with customers and provided feedback to improve customer experience.
- Provided training to team regularly when new processes or policies were implemented
Education
Bachelor of Business Management -
Presidency College
Bangalore May 2010 - 06.2013
PUC - Commerce
Preuniversity Board Karnataka
Bangalore Jun 2008 - 05.2010
ICSE -
Presidency
Bangalore Apr 1996 - 05.2008
Skills
Presentation skills
Communication Skills
Mentoring and coaching
Time Management
MS Excel
EDI
Accomplishments
- Trained multiple new hires on the process requirement
- Trained multiple tenured associates on new skill sets
- Prepared reports and collated data to represent the health of the process and to drive discussions during leadership weekly business review
- Took over complete responsibility to work on and prepare a dashboard for the team to manage data
- Was recognized for the top performance during the Townhall event in Q2 2021 which is the same quarter of moving to the team
- Prepared handbooks for various tasks the team needs to perform which helps other account managers within the team as well as new hires understand the tasks at hand
- Active participation in discussions for process enhancement.
- Supported T4 team for 2 quarters by helping resolve tickets that needed process expertise and audit incorrectly raised tickets to reduce the backlog of tickets and improve SLA.
- Provided support for 1 quarter to the IIDP seller support team when there was an over flow of contacts and they required help to reduce the cases in queue and improve their SLA
- Mentored multiple batches with different skills.
Certification
Business English Certificate (Cambridge University)
Timeline
Training Specialist
Amazon
12.2022 - Current
Account Manager
Amazon
03.2021 - 12.2022
SPS Mentor
Amazon
07.2017 - 03.2021
Business English Certificate (Cambridge University)
06-2017
Customer Support and Subject Matter Expert
FirstSource
09.2013 - 03.2017
Bachelor of Business Management -
Presidency College
May 2010 - 06.2013
PUC - Commerce
Preuniversity Board Karnataka
Jun 2008 - 05.2010
ICSE -
Presidency
Apr 1996 - 05.2008