Summary
Overview
Work History
Education
Skills
Websites
Awards & Recognitions
Hobbies & Interests
Timeline
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Sheona C Robert

Hyderabad

Summary

Dynamic professional at Amazon Development Centre India Pvt. Ltd. with strong analytical expertise in optimizing standard operating procedures (SOP). Proven track record of enhancing team performance through targeted coaching and data-driven decision-making, leading to significant gains in operational efficiency and overall team development.

Overview

8
8
years of professional experience

Work History

Support Ops, Sr. Advisor - Fulfillment By Amazon12

Amazon Development Centre India Pvt. Ltd
Hyderabad
04.2023 - Current
  • Managed transition of 20 new hires from training to production, streamlining processes for efficiency.
  • Served as primary contact for new CTI implementation across Amazon, developing SOPs and workarounds.
  • Got cross-trained on MFI and Non-MFI CTIs to enhance operational flexibility.
  • Directed associates in solving complex investigative challenges using specialized knowledge.
  • Introduced initiatives to improve efficiency and update standard operating procedures.
  • Elevated associate performance through targeted coaching and structured shadowing sessions.
  • Participated in approval meetings to enhance frontline associate performance and effectiveness.
  • Addressed escalations from selling partners, ensuring timely communication and resolution.

Investigation Specialist - Fulfilment By Amazon

Amazon Development Centre India Pvt. Ltd
Hyderabad
04.2021 - 03.2023
  • Managed time efficiently to research seller discrepancy requests and resolve issues or conflicts.
  • Corresponded with sellers and FBA partners using professionally written communication: email and ticketing.
  • Documenting the outcome of investigations with sellers in a succinct and reliable method.
  • Delivered timely and efficient service to Amazon sellers.
  • Providing root cause resolution for FBA sellers and customer issues.

Machine Learning Data Associate - Alexa Data Services

Amazon Development Centre India Pvt. Ltd
Hyderabad
07.2017 - 12.2020
  • Developed semantic annotation systems for better natural language understanding of Alexa.
  • Evaluated and categorized Q&A to correct intent and domain.
  • Assessed the quality of Alexa's responses based on user commands, and improved response accuracy, and reduced failure rates to boost customer satisfaction.
  • Investigating and reporting the bugs in the Alexa Wake Word, specifically when the user attempts to give instructions.
  • Assigning queues on a daily basis, and rolling out performance reports.
  • Mentored new team batches using constructive, data-backed feedback.
  • Functioned as the single point of contact to elevate team competencies.

Education

M.E. - CAD/CAM

CBIT
06-2015

B.Tech - Mechanical Engineering

JBIET
06-2013

Skills

  • Ability to prioritize and meet deadlines
  • Coaching and Guidance
  • Skill Development
  • Cross-Functional Expertise
  • Ethical in maintaining confidentiality and compliance
  • Fast learning and adaptability
  • Versatile Problem Solver
  • Attention to detail, with collaboration abilities

Awards & Recognitions

  • Earned Silver and Bronze awards for adaptability and high-quality work.
  • Awarded Star Performer for exceptional contributions.
  • Honored with the Extra Miler award for outstanding process improvement initiatives.
  • Commended with a Gold Award by the Operations Manager for outstanding performances.

Hobbies & Interests

  • Travelling
  • Playing Badminton and Volleyball

Timeline

Support Ops, Sr. Advisor - Fulfillment By Amazon12

Amazon Development Centre India Pvt. Ltd
04.2023 - Current

Investigation Specialist - Fulfilment By Amazon

Amazon Development Centre India Pvt. Ltd
04.2021 - 03.2023

Machine Learning Data Associate - Alexa Data Services

Amazon Development Centre India Pvt. Ltd
07.2017 - 12.2020

M.E. - CAD/CAM

CBIT

B.Tech - Mechanical Engineering

JBIET
Sheona C Robert