Sangita Sarkar
Hyderabad
Summary
Experience Summary: With over 2 years of international and BPO telecom experience and and 6 years of seller service and loss prevention experience, and 5 months in KYC have been in various capacities in front end customer service, leadership, and process streamlining area. Have accomplishments in various aspects from Sr. Management team and Onshore Clients as well. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
ML Data Associate II
Amazon India
Hyderabad
11.2022 - Current
- Conducted extensive research on complex cases to identify and analyze facts, evidence, and other relevant information.
- Performed daily cash reconciliations of multiple accounts.
- Reviewed and verified invoices against payments received from clients.
- Communicated with internal departments to resolve outstanding issues related to cash reconciliations.
- Performed research in order to find the missing product of the seller from the warehouse
- Liaised with vendors to resolve discrepancies between expected and received items.
Quality Analyst
Amazon
Noida
03.2022 - 10.2022
- Provided regular updates to team leadership on quality metrics bg communicating consistency problems or production deficiencies
- Defined and implemented quality initiatives to reduce risk
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Developed training materials, 5OPs and work instructions to supplement new team member on boarding
- Mentored and coached team members on QA topics and strategies
- Participated in requirements and used case reviews
- Drive quality upstream bg specific and timeIg reporting
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Monitored production processes for accuracy and conformance to established standards.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Maintained records of inspection results, test data, and other relevant information.
ML Data Associate II
Amazon India
Hyderabad
- 03.2022
- Working on resolving TTs for seller reimbursement
- Updating the misplaced items to the correct Bin Ids Informing the seller support team with the accurate details of loss and da maged items to be conveyed to the sellers
Seller Support
Amazon India
Hyderabad
- Provided sellers with accurate information concerning platform policies far sales, database issues and listing inaccuracies
- Worked extensively with other departments, utilizing resources to provide seller support
- Provided seller support on refunds, posted feedback and policg changes
- Supported seller advertising, strengthening accounts through timelg and clear communication
- Assisted sellers with platform requirements for renewals and upgrades
- Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience
- Answered questions regarding seller inventory, shipping, payments and buger complaints.
Tech Support Advisor
Tech Mahindra SEZ Verizon
Hyderabad
11.2016 - 09.2017
- Patiently walked individuals through basic troubleshooting tasks
- Responded to telephone inquiries regarding internet operation, use and repair
- Activated accounts for clients interested in new services
- Followed up with clients to verifg optimal customer satisfaction following support engagement and problem resolution
- Identified potential sales and crass-selling opportunities and informed supervisor.
CSM
L2 Queue Wipro pvt ltd
Kolkata
- 10.2016
- Innovative approach in resolving challenges with proven ability to positively impact performance Top sales through service to add value to process Client Interaction Er Weeklg Innovation Sessions Staff Motivation Ability to support transactions in absence of supervisor and POC for real time Escalations Driving process level compliance (Dailg Sgstem Audits G Real Time Compliance Audits) Team session to discuss Tap Burning Issues within Process
CSR
Wipro pvt ltd
Kolkata
- 02.2016
- Offered advice and assistance to customers, paging attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Cultivated customer logaltg, promoted repeat business and improved sales
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Answered constant flow of customer calls with minimal wait times
- Boosted sales revenue bg skillfullg promoting diverse service options
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
B.Com (Accounting) -
The Bhawanipur Education Society College
Kolkata09.2014
High School Diploma - Commerce
Shri Shikshayatan School
Kolkata05.2011
1Oth -
Shri Shikshayatan School
Kolkata05.2009
Skills
- Quality drive
- Highlighting process GAPs and ideas to improve
- Microsoft office
- Sharepoint
- advertisement strategies
- Deep Learning
- Ownership on problem solving
- Idea Development and Brainstorming
Languages
- English, First Language
- Proficient
Languages
English
First Language
Hindi
Proficient
C2
Bengali
Proficient
C2
Accomplishments
- Rewarded Best Advisor for CR7 for Q3, & Q4 FY’15
- Topped CSAT for Q4 FY’15 ASAT
Cleared IPP for L2 Queue (complaints) and got selected - Topped STS
- Engaged with Onshore Client to discus Key Areas of Growth & Focus for the process
- Attended SLD Program – FLY, Effective Communication, Magic of Trust
- Took Charge of team level complaint reduction spoc and POC in absence of my supervisor
- Nexidia Innovation Sessions with Client( highlighting the areas of opportunities for Process Growth)
- RNR & FUN SPOC for CSM and DT was applied for the same
- Achieved 1st stack rank holder in Tech Mahindra
- Achieved star performance of the month 20 times over 6 years of experience in Amazon
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
ML Data Associate II
Amazon India
11.2022 - Current
Quality Analyst
Amazon
03.2022 - 10.2022
Tech Support Advisor
Tech Mahindra SEZ Verizon
11.2016 - 09.2017
ML Data Associate II
Amazon India
- 03.2022
Seller Support
Amazon India
CSM
L2 Queue Wipro pvt ltd
- 10.2016
CSR
Wipro pvt ltd
- 02.2016
B.Com (Accounting) -
The Bhawanipur Education Society College
High School Diploma - Commerce
Shri Shikshayatan School
1Oth -
Shri Shikshayatan School