Avn Sai Abhishek

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

· Awarded “Best innovative change” title in May-2022 for updating the Business Process

· Won Shining Star Award for being a top performer for consecutive two quarters.

· Customer Obsession Award – Awarded for exceptional performance in handling the customer escalations by going beyond the bounds.

· Master Blaster Award ‑ For being consistent in the productivity during business peak season.

· Customer Obsession Award – Awarded for exceptional performance in handling the customer escalations by going beyond the bounds.

· Master Blaster Award ‑ For being consistent in the productivity during business peak season.

· Prime Star Award‑ For Being top performer during Prime Day handling Employee of the month at Stratiology IT Solutions.

Blocking prom gc on fully refunded orders( Tools used : internal tools and Excel)

· CSA’s from various hierarchies are observed resolving issues by providing concession GC’s in addition to full refunds or replacements as goodwill gesture. For few instances only reversal concession would have sufficed. Using Data backed approaches I’m able to see that a total of ~1.3M promo GC’s were issues just in 2021 alone.

Upon reaching out to leadership team with the Data collected we’re able to prevent the data leak and CSA’s were unable to issue any additional promo GC for that ASIN’s.

· In Q1 2022 ACES team partnered with WW c concessions team to prevent promo gc concession leakage.

· Finance approved$1.04M in annualized concessions savings (Au-$93,578.55 , Sg-85723.43)

Prime GDD Miss Resolution Fix (Tools used: MySQL, Excel)

· References for AU market place suggested a one month extended Prime Membership for missed GDD’s.

· Customers will receive automatic notification about it.

· Studied the patterns of incoming contacts, required dashboards were built using MySQL.

• As a data driven approach, few changes were implanted for which around 65K customers will receive accurate communication which also reduced the CSA impact.

Knowledge Center Improvisation and SOP Implementation (Tools used: Internal tools, Excel)

· Worked backwards to reduce the invalid escalations handled by team which resulted in significant escalations contact drop by 61%

· With the help of a Data-driven approach, I was able to reduce the number of invalid escalation contacts moving on to our site reduced by 79%- to 26% which roughly translates to 4 escalations handled by each escalation specialist per day.

· Identified that the AU/SG market lacks an option to override a previously created Return Label (RML) by which customer handling time has significantly increased. As a result of contacting leadership with this data-backed information, a huge 3 minutes reduction in average call handling time and decreased cost to the company by $5 per return mailing label in the Au/Sg marketplace was achieved.