Sanjana Khandelwal

Vendor and Catalog Management.

• Set up and managed complete product catalogs for vendors.
• Categorized products into appropriate categories.

•Managed complex vendor Excel files with high-volume datasets, ensuring data consistency and catalog accuracy.

Team & Project Management
• Led a 5-member team for brand coverage project, ensuring on-time delivery and adherence to quality metrics.

• Managed task allocation, performance tracking, and quality reviews to ensure high team efficiency.

• Successfully handled over 100 brands with more than 10,000 ASINs, achieving 100% productivity within strict deadlines by identifying and resolving catalog defects.

Outbound calls with Amazon Business customers

•Conducted outbound calls with Amazon Business customers to resolve catalog queries and explain Amazon payment methods.
Reporting & Quality Assurance
• Maintained daily productivity reports, weekly ASIN tracker, TAT (Turnaround Time) reports and conducted quality analysis of submitted tickets for team members, identifying performance trends and improvement areas.
Stakeholder Communication & WBR
• Actively participated in Weekly Business Review (WBR) calls with stakeholders and vendors to provide project updates and insights.
• Managed stakeholder communication via email and calls, addressing vendor concerns related to payments, catalog issues, and data discrepancies.
• Delivered presentations to vendors on catalog progress, defect resolution, and automation benefits.
Automation & Process Improvement
•implemented two automation projects that streamlined repetitive catalog processes, reducing manual hours and improving overall team productivity by 30%.

• Processed and validated customer orders placed via the website, ensuring accuracy and timely fulfillment.
• Investigated potential fraud cases by evaluating risk indicators and taking preventive actions as per SOP.
• Maintained IPH and AHT targets in compliance with process KPIs.
• Conducted SOP training sessions and participated in team huddles to improve process understanding and team collaboration.
• Provided voluntary assistance to peers, contributing to a positive and cooperative team environment.
• Conduct outbound calls to customers to confirm order placements, and verify their identities to ensure a smooth purchasing experience.
• Recognized for zero chargebacks during peak season through diligent order handling and fraud prevention.

• Delivered customer support via email in German, assisting with complaints, product queries, and service issues.
• Provided detailed information about products and services, helping customers place orders, and process returns.
• Resolved inquiries efficiently by understanding customer concerns, and offering accurate, helpful responses.
• Maintained up-to-date knowledge of company products, services, and policies to ensure high-quality support.
• Contributed to overall customer satisfaction and retention by delivering clear, professional, and timely communication.