Supriyo Boral
Summary
Talented and accomplished professional with extensive skills and experience in the areas of Retail business. Proven ability to direct business operations and program areas while creating value,increasing growth, and improving business performance. Familiar with managing corporate and project-specific targets. Able to prepare and deliver presentations on various topics, determine project requirements, and lead complete project procedure. Excellent communication and motivation skills.
Overview
3
3
years of professional experience
Work History
Senior Associate
Amazon Development Centre (India) Pvt. Ltd.
09.2021 - 10.2022
- Identified any Sev3/Sev4/Sev5 and paragon or any Amazon internal tool issues impacting team, vendor experience and raise a flag when appropriate and proposes solutions that remove barriers to enable resolutions for Vendors
- Responded to Associate support requests
- Reviewed regularly and take quick actions on cases pending due to associates, Resolver Groups, internal teams and liaises with other departments to resolve Vendors issues
- Processed knowledge expertise in several skills/platforms and specialties with the ability to share that knowledge with others and has ability to multi-task utilizing a wide variety of software tools, review policies and communicate effective solutions
- Driven process changes effectively in their team, ensures process compliance and adoption of tools, changes in policy
- Managed high volumes of inbound and outbound calls, emails and chats in a timely manner
- Built sustainable relationships and engaging customers by going the extra mile
- Was able to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate
- was open to collaborating with various stakeholders like Resolver Groups, Account Managers
- Documented all Selling Partner interactions and information according to standard operating procedures
Associate
Amazon Development Centre (India) Pvt. Ltd.
08.2019 - 09.2021
- Assigned tasks, reviewed performance and devised improvement plans or corrections.
- Developed junior team members and cultivated collaborative culture.
- Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.
- Managed customer relations and customer service through daily communication and interaction.
- Recommended products to match customer budget and preferences.
- Cultivated customer loyalty by offering promotional incentives and enrollment in rewards programs.
- Answered questions via chat, email or telephonic interactions.
- Reduced shrinkage using loss prevention directives and inventory management.
- Drafted operation reports and developed presentations to inform decision-makers.
- Conducted research, analyzed data and submitted reports detailing findings.
- Scheduled and coordinated meetings, prepared agendas and recorded minutes.
- Evaluated administrative processes to identify inefficiencies and develop solutions.
Education
Bachelor of Arts Bachelor of Law - Legal Studies
University of Calcutta
West Bengal, India07.2021
Skills
- MS 2007 Office Suite-PowerPoint, Word, Excel (Basic)
- Trouble Ticket
- Business Process Improvement
- Administration and Management
- Critical Thinking
- Complex Problem Solving
- Customer relations
- Return and exchange processing
- Loss prevention
- Schedule Management
- Best Practices and Methodologies
- Operational Efficiency
Accomplishments
promoted to senior role in Sep'21 for delivering highest standards of customer obsession and leadership quality
Affiliations
- was part of pilot batch of Amazon Operations non-voice virtual customer service
- was active member of Covid 19 PRoP team
- volunteered in emergency multi-OU support team
Timeline
Senior Associate
Amazon Development Centre (India) Pvt. Ltd.
09.2021 - 10.2022
Associate
Amazon Development Centre (India) Pvt. Ltd.
08.2019 - 09.2021
Bachelor of Arts Bachelor of Law - Legal Studies
University of Calcutta
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