Shrishti Sharma

Score: CBSE score 93%

• Overseeing a team of 35 associates that supports EMEA premium vendors with queries, catalogue changes, and product listings on Amazon marketplace.
• Enhanced team productivity by implementing efficient task delegation, time management strategies to achieve operational metrics scores (100).
• Evaluated team performance on a weekly basis and coached and trained 35 team members, increasing quality of work to 99% and employee motivation.
• Led employee relations through effective communication. Boosted employee satisfaction (4.7 out of 5 for FY'23) through regular performance reviews, constructive feedback, and personal development plans.
• Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives. Identified 12 process defects, implemented changes through Gemba & kaizen initiatives.
• Leveraged data and analytics to make informed decisions and drive business improvements and collaborated with cross-functional departments to drive cohesive efforts towards common goals i.e Seller Partners Satisfaction.
• Reduced customer survey (Negative Response Rate) from 54% in Q4'2023 to 27% in Q1'24.
• Improved staffing during peak period by creating employee schedules and make just-in-time adjustments to ensure staffing requirements are met to achieve service level goals and maintain shrinkage < 6% WoW.
• Developed a high-performing team by recruiting top talent (50+) employees), fostering a positive work environment and maintaining optimized Seller Partner Service.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Handling business escalations, drafting root cause analysis and correction of error documents.
• Mentored junior investigators to improve their skills and knowledge through hands-on training. Boosted productivity by training and guiding 50 employees over 4 batches.
• Searched WIPO databases, credit reports, Sign-in records or other resources to locate fraudulent sellers.
• Collected information pertaining to Infringement and performed investigations to resolve cases.
• Owned AHT metric and flagged an improvement of 30% in AHT by Q4'2021 through a kaizen project.
• Improved case resolution times by streamlining investigative processes and implementing best practices.
• Increased accuracy in case handling by conducting audits of investigation records and documentation practices.
• Acted as a team leader in group projects, delegating tasks and providing feedback.

• Looked at current and new merchants and seller's account to evaluate fraud, chargeback and compliance risks.
• Identified trends in fraudulent activities, enabling proactive response to emerging threats.
• Navigated Infringement issues of the seller partners to ensure compliance with intellectual property laws while protecting creative works.
• Saved ~US$ 1 Million by identifying counterfeit / copyright products for brands like L'Oreal, Under armour, Nike and so on.
• Increased team productivity through continuous process improvement initiatives focused on task automation and resource optimization.
• Adhered to company guidelines regarding confidentiality of intellectual property while working on sensitive projects.
• Gained extensive knowledge of IP rights, WIPO, Trademark laws risk analysis and reporting.