Saurabh Pandey
Hyderabad
Summary
Results-driven Manager known for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution and team cohesion. With over 13 years in E-Commerce and Technology, I have excelled in Instock Management, Operations, and Customer Success, including 8 years in customer success and 2.5 years in supply chain management. My expertise in team management, performance analysis, and supply chain optimization drives performance improvements and enhances customer satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Instock Manger
Amazon Development Center India
08.2021 - 01.2024
- Enhanced the overall Efficient Receive Rate by 2000 Bps, significantly reducing the manual dependence on scanning inbound shipments at Fulfillment Centers
- Implementing forecasting strategies (SDQ - Suggested Demand Quantity) that resulted in improved product availability and reduced stockouts.
- Led Prime Day 2021 across five GLs (Books, Movies, Music, Videogames, Softlines), achieving an Instock Rate above 95% for all ASINs, including both deal and non-deal items.
- Successfully onboarded five new vendors in the Movies & Music categories for the Enhanced Instock Service (EIS), a vendor-funded program providing white glove service for their daily operational needs.
- Established specific scorecard objectives for white glove service vendors and implemented an automated file system, resulting in an annual savings of 30 manual work hours.
- Redefined the SOPs for On Call support used by white glove service vendors, ensuring the highest standards for handling contact cases from Vendor Central (VC).
- Led strategic initiatives to improve overall inventory health, focusing on defects, chargebacks, PO confirmation rates, and new releases.
- Prepare and present comprehensive Quarterly Business Review (QBR) documents highlighting financial performance, market trends, and strategic initiatives for Movies and Music vendors including Sony Music, Universal Music, Lionsgate Movies, Sony Movies, and Studio Distribution Services.
Customer Service Team Manager
Amazon Development Center
Hyderabad
04.2017 - 07.2021
- Oversee daily operations on the floor, managing a team of approximately 20-30 Associates and Subject Matter Experts
- Compile daily and weekly status reports using metrics databases, ensuring clear communication to stakeholders
- Developed and implemented corresponding strategies for the annual Peak Readiness Plan by coordinating with stakeholders and analyzing Inflow/Headcount requirements,
- Track metrics around quality and productivity
- Optimize productivity by overseeing, analyzing, and providing feedback on Associate’s performance data periodically.
- Escalating issues as needed by coordinating with HR team.
- Ensured ongoing communication through daily huddles and consistent feedback to the team, in addition to conducting monthly formal 1:1 sessions with direct reports.
- Manage people effectively to maintain a highly motivated and top performing work force.
- Resolved escalated customer complaints in a timely manner.
Customer Service Team Lead
Amazon Development Center
Hyderabad
08.2014 - 04.2017
- Managed a diverse team of 50-120 associates, ensuring their performance was aligned with organizational goals through coaching and development.
- Provided valuable insights through regular tracking of performance against goals, enabling proactive identification of risks, opportunities, and support requirements to improve overall KPIs.
- Performed audits aimed at assessing team members' conformity with quality standards, operational processes, and key performance indicators (KPIs).
- Implemented data analysis and feedback mechanisms to identify improvement areas.
- Implemented process improvements, addressed customer pain points, and drove initiatives in collaboration with management and cross-functional teams to enhance service quality and efficiency.
- Implemented new systems and technologies designed to improve efficiency and accuracy.
Customer Service Associate
Amazon Development Center
Hyderabad
10.2013 - 08.2014
- Delivered quality customer service by resolving issues related to Amazon Instant Videos, Amazon music, and Kindle devices as a Customer Service associate at D2TS (Digital Devices Technical Support).
- Aided customers in problem-solving by guiding them through troubleshooting steps while providing education on device features and updates.
- Contributed to customer retention and increased loyalty to Amazon's brand and products by delivering exceptional service and resolving issues effectively.
Associate Technical Specialist
Sitel India Ltd
Hyderabad
07.2012 - 08.2013
- Oversaw the onboarding process of US customers enrolling with Earthlink ISP.
- Analyzed customer requirements and developed technical solutions to meet their needs.
- Managed multiple projects simultaneously while meeting deadlines.
Engineer
KW Groups
Noida
07.2010 - 05.2012
- At KW Groups in Noida, Uttar Pradesh, I diligently reported on logistics and budget as part of my role as an Engineer.
- Successfully executed multiple engineering projects, meeting deadlines and staying within budget.
- Adept at analyzing and solving complex problems
- Experience in managing projects, including planning, scheduling and resource allocation.
Education
Bachelor of Technology - Electronics and Communications Engineering
SRM University
Chennai, TN05-2010
Skills
- Demand forecasting
- Supply Inventory Management
- Forecast Planning
- Root Cause Analysis
- Logistics Management
- Data Analysis
- Coaching and Mentoring
- Team Management
- Process Improvement
- Stakeholder Management
- Corrective Action Planning
- Leadership Development
- Microsoft Office proficiency
- People Management
Accomplishments
- Received Customer Obsession Award 2014.
- Received Four People Manager Awards for exceptional team performance.
- Was selected as a LAT (Leaders as Teachers) Facilitator and conducted training for 7 Team Managers
- Received “Caught Showing Leadership” certificate from CS India general Manager for WFH planning and delivery process for HYD20.
Certification
· Power BI Essential Training
· SQL Essential Training
· Pursuing CAPM Course.
· Agile Scrum Master
Languages
Hindi
First Language
English
Proficient (C2)
C2
German
Beginner
A1
Timeline
Instock Manger
Amazon Development Center India
08.2021 - 01.2024
Customer Service Team Manager
Amazon Development Center
04.2017 - 07.2021
Customer Service Team Lead
Amazon Development Center
08.2014 - 04.2017
Customer Service Associate
Amazon Development Center
10.2013 - 08.2014
Associate Technical Specialist
Sitel India Ltd
07.2012 - 08.2013
Engineer
KW Groups
07.2010 - 05.2012
Bachelor of Technology - Electronics and Communications Engineering
SRM University
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