Sagarika Banerjee

• As an account manager, I manage pan European brands and vendors specializing in German speaking vendors. I own their marketing, promotions and overall business growth at Amazon and recognition among the end customers. As a Brand Specialist I am a part of Amazon Vendor Services (AVS) Team of Retail Business Services.
• I utilize a wide range of skills and work across major functional areas such as site merchandising, buying, inventory management, finance, operations and online marketing, to drive the performance of strategic vendor partners at Amazon. In my role I am focused on operational aspects of managing customer relationships with our vendors.
• I conceive, create and analyze a wide range of marketing activities/campaigns to grow the vendor's traffic, brand awareness, customer conversion, and revenue on Amazon. Also, I investigate operational aspects of vendor's business with Amazon, root cause analysis of issues and opportunities affecting business.

Job Responsibilities

• Establish long term partnerships with key vendor partners for the group of vendors handled.
• Partnering with the Retail Category Team and build successful communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the vendors.
• Build and execute on a joint business plan that delivers on key business opportunities and relevant KPIs for the vendors and Amazon.
• Conduct deep dive analysis on vendor issues and publish recommendations and action plans based on data to improve vendor experience.
• Conduct regular WBRs, MBRs with the vendors, highlight business metric performance.

• As an Associate Business Analyst, I internally work with the Qualtrics team at Infosys as their Technology Consultant. I assist my team with survey programming, hierarchy generation, and dashboard configuration. I am responsible for project management and the overall success of the engagement.

Job Responsibilities

• Requirements Gathering: Working with stakeholders to understand their needs and document them clearly.
• Solution Design: Collaborating with technical teams to design and develop solutions that meet business requirements.
• Communication: Effectively communicating technical concepts to non-technical stakeholders and vice versa.
• Testing and Implementation: Assisting in the testing and implementation of new systems and processes.
• Documentation: Creating and maintaining documentation related to business requirements, system designs, and processes.

• As a Selling Partner Risk Investigator for the German marketplace at Amazon, I was responsible for the investigation and elimination of online e-commerce risk. Understanding performance metrics of sellers and buyers to create judgement and analysis to deliver a risk-free shopping experience and build customer trust and satisfaction.

Job Responsibilities

• Researching and evaluating facts surrounding seller transactions.
• Taking appropriate action on investigated transactions based on established standard operation procedure and tools.
• Documenting their actions by providing detailed annotations.
• Communicating with external customers via email during the investigation process.
• Communicating with internal customers and peers in person, via email, annotations and phone during and following the investigation process.
• Understanding the issue and making best use of the available resources to resolve it.
• Systematically escalating problems or variance in the information to the relevant owners/ teams according to processes and standard.
• Communicating with internal and external stakeholders.
• Understanding performance metrics to create analysis for driving business goals.
• Meeting predetermined and assigned productivity targets and quality standards.
• Underwent through regular and updated training on Risk Management and various Anti Money Laundering Techniques.

• As a Senior Chat Support Advisor, I resolved buyer issues for a German e-commerce network through live chat and email. I have also taken ownership, led, mentored and provided regular training to new and upcoming teams in the process.

Job Responsibilities

• Providing excellent customer service via an in-app live chat and email.
• Research information using available resources to satisfy customer inquiries.
• Responding quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties.
• Maintaining daily recordings, and log and document issues and resolutions in an electronic database for Account Managers to review & action.
• Handling teams and assisting with multiple projects simultaneously.
• Giving inputs in terms of reports and data analysis.
• Assisting with audit closures.
• Collaborating with internal departments to meet goals and objectives.
• Managing teams and implementing technical coaching, conflict management, people management.
• Key achievements:
• Was awarded the best employee for four months in a row (August 2020-December 2020).
• Was awarded the best mentor for new hires (January-February 2021).
• Have led, trained, supported and guided 9 new hire teams during my tenure.