Summary
Overview
Work History
Education
Skills
Technical Skills
Additional Information
Certification
Timeline
Generic

Shrey Sharma

Bengaluru

Summary

Professional Operations Manager with more than 5 years of experience in creating and enhancing retail online catalog, fix products, fulfillment and post buying related defects, improve the selling partner/Vendor experience and boost store operations efficiency by driving down cost of operations. Involved in managing and implementing new process improvement ideas, management and development of new business opportunities.

Overview

5
5
years of professional experience
6
6
years of post-secondary education
4
4
Certifications

Work History

Catalog Manager - Operations

Amazon
Bengaluru
08.2022 - Current
  • Lead and mentored teams (typically up to 30) through delegating daily tasks and responsibilities as well as recommending new work procedures to help streamline operations.
  • Review performance with Capacity management and Scheduling Planners and team using performance reports/dashboards, observations, reviewing system audit reports.
  • Coaching and providing feedback to WFM (usually one-on-one) constructively and creatively to enable them to perform at their best.
  • Provide clarity on performance vs targets, and any other team or group objective-evaluate SOPs, processes, and tools to ensure that proactive improvements improve process and team performance.
  • Led conception, development and launch of market-leading products and services including launch of luxury stores in EU5 Region (ASIN management, SKUs update, Catalog management)
  • Identifying Issues and working backwards to build process improvement mechanism through lean and kaizen management.
  • Partnered with various internal teams (Merchant services, supply chain, finance fulfillment center, system teams, seller success, customer success) to help drive tools and process improvements that affect Vendor management workflows
  • Collaborated with 3P Vendors and Retail team to ensure reliable and operationally effective flow of products and product partners to increase improve processes and reduce order discrepancies
  • Participated in manufacturer and Vendor reviews; drive Vendor scorecard excellence -93 Sellers/Vendors
  • Promoting best practices within team and partner to ensure accurate documentation and change management of product for end users.
  • Accustomed strong problem solving & communication skills to support, implement & train best practices within the Vendor Solutions team
  • Planning, organizing and facilitating training courses in order to keep them updated with changes on operational grounds, which has resulted in 98% completion of updates circulated across teams
  • Proactively identify risks and opportunities; escalate and recommend solution and action plan to partners and leaders as necessary
  • Scheduled regular meetings with stakeholders to discuss short term and long-term goals.
  • Identify hiring needs to ensure adequate staffing

Operations Manager, Customer Experience

Amazon
Pune
05.2018 - 06.2022
  • Generating and implementing new process improvement ideas to enhance ease the of self-help options and suggested ways to improve the customer service level
  • Developing, supporting and mentoring team of 20-30 associates
  • Team huddles, and monthly employee development plans also ensuring the feedback is provided through these tools are accurate, complete, professional, and timely
  • Furthermore, ensuring that the team members meet their goals
  • Drive development strategies for teams
  • Responds to escalations/analyses data; highlights trends and gaps, and prepares data for business meetings/reviews
  • Owns business metrics and processes aligned with business goals; establishes processes for measuring, tracking, and driving continuous improvement of metrics
  • Managing SLA's (Service Level Agreements), quality of the process and customer experience
  • Communicate daily, weekly and monthly metrics and reports.

Education

Master of Business Administration - Marketing/Operations

ICFAI Business School
Pune
05.2015 - 02.2018

Bachelor of Hotel Administration -

PES Institute of Hotel Management
Bengaluru
05.2013 - 05.2016

Skills

Customer Relationship Managementundefined

Technical Skills

 Salesforce, SPSS, Microsoft Office Suite, AdobeXD, Photoshop, Illustrator, Canva, Figma,Paragon 2.0,Seller Central,Power BI, Quicksight,WIPO(Brand Builder). 

Additional Information

  • Outstanding leader Award for Q1, 2021 for marvelous performance at Amazon.
  • Outstanding leader Award for Q2 2021 for excellent performance at Amazon.
  • Retention champ for Q2, 2020 for zero attrition across teams at Amazon.
  • Connection champ for 2021, demonstrating excellent Interpersonal

Certification

Lean Six Sigma - Green Belt

Timeline

Catalog Manager - Operations

Amazon
08.2022 - Current

Operations Manager, Customer Experience

Amazon
05.2018 - 06.2022

Master of Business Administration - Marketing/Operations

ICFAI Business School
05.2015 - 02.2018

Bachelor of Hotel Administration -

PES Institute of Hotel Management
05.2013 - 05.2016

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Shrey Sharma