Vikram Coelho
Bangalore
Summary
Hello! My name is Vikram Coelho. With an ever-curious mind. I always strive to start each day with a desire toward learning something new that will not only expand my skillset but also continually add value to the lives of those around me. I am a professionally qualified Project Lead with an excellent verbal and written business communication skills. Exhibiting maturity in balancing process and people as well as flexibility and open-mindedness are the mainstays of my approach towards work and life. In a career spanning over 8 years, I’ve been consistently engaged in development and maintenance of e-commerce customer-centric websites and platforms for top-notch global brands such as Amazon & Expedia. Staying abreast with changing trends on the digital landscape and having donned multiple hats, I have gained expertise in managing multidisciplinary engagements and navigating through business challenges that are unique to the modern digital era.
Overview
10
10
years of professional experience
Work History
Project Lead
Amazon India Pvt Ltd
Bangalore
06.2018 - Current
- Work directly with Senior Program Managers and internal stakeholders, to plan and deliver strategic programs and plan a timeline for execution.
- Act as a primary point-of-contact throughout the project lifecycle, alongside Senior Program Managers, delivery managers, internal and external stakeholders from requirements gathering through final delivery
- Support relevant stakeholders with regular status updates including project milestones, risk management, and resolution.
- Work directly with key stakeholders and have full accountability for delivery of projects launches.
- Understand and maintain knowledge of business objectives and ensure they align with strategic goals.
- Build and maintain trusted relationships with peers and leaders, ensuring successful client Partnership
Selling Partner Support
Amazon India Pvt Ltd
Bangalore
- Expected to address chronic system issues, provide process improvements, develop internal documentation and contribute to a team environment and while adhering to service level agreements for phone, email and chat policies
- Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalations of Sellers issue
- Liaise with other departments such as customer service, Merchant investigations, or Payments team as required resolve Sellers issue and questions
- Build platform and business knowledge to better serve the Sellers
- Wrote, edited, and published optimized descriptive text and bulleted attributes for Amazon AU website
- Liaise with other content writers to ensure brand consistency
- Stay up to date with developments and generate new ideas to draw Amazon buyer’s attention
- Helped Amazon Sellers create Marketing Campaigns that comply with all laws and regulations as these help Sellers products stand out from the competition and stimulates sales
- To run an effective promotion, helped Sellers with social media campaigns to drive traffic to the promotion
- Handled few successful promotions on Amazon such as: Free shipping, percentage-off, and Buy one, get one free
- Handled Amazon’s “Global Promotions Sales dashboard”: - This enables cross-border sellers to monitor marketplace level sales generated from major promotion tools.
Sr. CSR
Aegis Pvt Ltd ITPL
Bangalore
02.2014 - 02.2017
- Mainly focused on First call resolution
- Completed SABRE, AMADEUS (GDS) training
- Moved as a Specialist within 9 months of date of hire, handled multiple On Job Training (OJT) batches
- Have experience in training multiple batches being a specialist
- Have achieved 5-star rating consecutively for 2 years as a specialist
- Achieved all KPI’s 9/12 months from Jan 2015 - Dec 2015
- Achieved all KPI’s 8/12 months from Jan 2016- Dec 2016 (KPI’s being D-Sat below 20% Escalation Rate below 8% and caller repeats below 10%)
Education
Bachelors Degree in Commerce and Accountancy -
Indian Virtual University For Peace and Education
03-2012
Skills
- Excellent command of Spoken and Written English
- Team work and people management
- Change management
- Internal/External Stakeholder management
- Client servicing engagement
- Proficiency in MS Office
- Tolerance
- Content Management system
- Team Management
- Project/Program Management
- Negotiation
- Stakeholder Management
- Analytical skills
- Client Relationship Management
- Adaptability
- Empathy
- Seller Management
- Tolerance
- Change Management
- Communication
- Risk assessment
- Public speaking
Timeline
Project Lead
Amazon India Pvt Ltd
06.2018 - Current
Sr. CSR
Aegis Pvt Ltd ITPL
02.2014 - 02.2017
Selling Partner Support
Amazon India Pvt Ltd
Bachelors Degree in Commerce and Accountancy -
Indian Virtual University For Peace and Education