Sushma AG
Bengaluru
Summary
E-commerce professional with over 7.5 years of experience driving operational goals in competitive and fast-paced retail environments. Expertise includes stakeholder management, vendor onboarding and maintenance, vendor management, RTV, catalog creation, Flex and IDQ, and imaging. Passionate about quality and customer satisfaction, with a proven track record of enhancing efficiency, quality, and processes through automation and standardization.
Overview
8
8
years of professional experience
Work History
Analyst
Lowe's Services India Private Limited
02.2022 - Current
- Led the successful migration of the RTV process from SSCM to SSCB, ensuring uninterrupted operations.
- Managed the RTV mailbox, promptly responding to queries from stores, vendors, and internal teams.
- Trained and supported team members on RTV procedures, enabling consistent and efficient execution.
- Created a performance tracker and Power BI dashboard to monitor team output and drive improvements.
- Maintained SLA compliance and operational quality, including extended support beyond standard hours.
- Built strong cross-functional relationships to improve collaboration and resolve process issues.
- Contributed to an RTV-to-disposal project that significantly increased gross margin benefits.
- Developed a SharePoint system to centralize documentation and streamline access to training materials.
- Introduced data consolidation tools to reduce errors and boost process efficiency.
- Supported process improvement initiatives and access management for team productivity.
- Delivered targeted training and tools to the Digital Audit team, enhancing effectiveness.
- Responded to urgent requests with accuracy and speed, ensuring timely task completion.
Associate Analyst
Lowe's Services India Private Limited, Bangalore
04.2020 - 02.2022
- Supported new vendors with profile setup and contract drafting for quick onboarding within SLA.
- Coordinated vendor updates by working closely with vendors, merchants, and legal teams to maintain accurate records.
- Managed return exceptions and resolved policy issues through cross-team collaboration to ensure smooth return processes.
- Monitored SLAs by reviewing tickets and sending reminders to ensure timely compliance.
- Maintained SOPs and trained new team members to follow established procedures and standards.
Catalog Associate
Amazon Development Center (India) Pvt. Ltd
04.2017 - 03.2020
- Collaborated with Amazon India retail, vendor managers, category managers, tech, and catalog teams to improve catalog quality and customer experience.
- Supported defect reduction by assisting with Andon and ISS operations in IN IDQ seller support.
- Consistently ranked among top performers in the IN Flex team, meeting process adherence and monthly performance goals.
- Mentored and trained new team members on processes, tools, and techniques for smooth onboarding.
- Developed a macro for auto-correspondence, streamlining procedures and improving efficiency.
- Contributed to successful product launches for Oppo, Vivo, iPhone, and others under tight deadlines.
- Partnered with IN-Core Vendor Experience team to launch Vendor Contact Support training with Appario Retail and Cloudtail India.
Education
Bachelor of Commerce - Commerce
Cauvery Degree College
Coorg06.2017
Skills
- Power BI
- Process improvement
- Vendor management
- Performance tracking
- SLA adherence
- Documentation management
- Team training
- Cross-functional collaboration
- Data analysis
- Problem solving
- Attention to detail
- Effective communication
- Time management
- Stakeholder engagement
- Decision-making
- Root-cause analysis
Technical Skills
- Power BI
- Microsoft Excel (Advanced functions, PivotTables etc.)
- SharePoint
- SQL
Accolades and Achievements
- Extra Mile Award (December 2019) — Recognized for training the Appario team at Amazon.
- Top Performer Award — Achieved first position among the team at Amazon.
- Individual Excellence Award (Q4 2022 & Q3 2023) — Acknowledged for significant contributions to team success at lowes.
- Spot Award — Honored for consistently delivering outstanding results in RTV at Lowe’s.
Timeline
Analyst
Lowe's Services India Private Limited
02.2022 - Current
Associate Analyst
Lowe's Services India Private Limited, Bangalore
04.2020 - 02.2022
Catalog Associate
Amazon Development Center (India) Pvt. Ltd
04.2017 - 03.2020
Bachelor of Commerce - Commerce
Cauvery Degree College
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