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 ManagementConflict Management
Management Information System
Queue Management
Operational Excellence
Stakeholder Management
Leadership Development
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