Hi, I’m
Vineet Kumar
Merchant Success Specialist
Dehradun
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent client relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
years of professional experience
4
years of post-secondary education
Work History
ShipBobNew Delhi
Merchant Success Specialist
01.2023 - Current
Job overview
- Strategic Partnership Focus: Demonstrated ability to act as a strategic partner for merchants, actively engaging to understand their business goals and drive success.
- Proactive & Solution-Oriented Support: Proven track record of resolving complex inquiries proactively, utilizing strong analytical and troubleshooting skills to identify root causes and implement lasting solutions.
- Client-Centric Communication: Excelled in building rapport with clients through phone, chat, email and video calls, emphasizing empathy, clear communication, and a proactive approach to problem-resolution.
- Cross-Functional Collaboration and Ticketing
System Mastery: Effectively collaborated with
operations teams and utilized ticketing systems to
resolve complex fulfillment center issues, ensuring
timely and accurate resolution - Outcome-Driven Mindset: Focused on delivering positive business impact for merchants, demonstrating ownership of partnership outcomes and risk management strategies.
- Product Knowledge and Guidance: Provided comprehensive product knowledge to clients, driving successful onboarding and adoption of solutions.
Amazon Corporate Office
Product and Information Specialist
01.2021 - 11.2022
Job overview
- Content Management and Website
Optimization: - Mastered detail page editing: Proficiently edited
and optimized product detail pages, ensuring
accuracy and consistency in images, videos, titles,
bullet points, descriptions, and other website
elements. - Collaborated with vendors/sellers: Effectively
communicated with vendors/sellers to understand
their requirements and ensure timely updates to
product information on website. Managed over 40
cases per day. - Prioritized content strategically: Effectively
identified and prioritized content updates based on
vendor/seller needs, ranking factors, and
sponsored program requirements. - Multi-Tool Proficiency: Demonstrated exceptional
proficiency in simultaneously using multiple tools
to gather and analyze data, enabling quick and
informed decision-making in accordance with
standard operating procedures and technical
guidelines. - Supported brands and variations: Provided
comprehensive support for brand-related issues
and product variations, ensuring a streamlined and
accurate product catalog. - Ensured link accuracy: Managed and edited
hyperlinks and links on website detail pages to
ensure proper navigation and information access
for customers. - Transportation Problem Solving: Utilized
transportation knowledge to efficiently resolve
transportation-related issues, collaborating with
relevant stakeholders to streamline operations and
improve vendor experiences. - Efficient Ticket Management: Skillfully managed
the ticketing system to track and document
complex issues, taking appropriate action to
resolve them promptly, and collaborated on tickets
when additional information or assistance was
required. - SOP Adherence: Consistently followed standard
operating procedures and technical guidelines to
provide accurate and effective solutions,
maintaining high-quality service for vendors and
promoting business growth
AmazonNoida, Uttar Pradesh
Device, Digital, and Alexa Support
12.2019 - 12.2020
Job overview
- Omnichannel Technical Support: Provided technical support to Amazon customers via phone, chat, and email, resolving a wide range of issues related to Prime Video, Alexa, Kindle, and other Amazon products and services.Managed over
50-70 Calls/Emails/Chats - Troubleshooting Expertise: Effectively utilized Amazon-provided troubleshooting guides and diagnostic tools to identify and resolve technical issues.
- Customer-Centric Communication: Demonstrated strong customer service skills by providing clear, concise, and empathetic explanations of technical solutions.
- Ticketing System Collaboration: Collaborated effectively with ticketing teams to escalate complex issues for further investigation and resolution.
- Customer Satisfaction Champion: Consistently met or exceeded customer satisfaction goals by providing prompt, accurate, and helpful support.
- Multitasking Mastery: Successfully resolved a high volume of inquiries, demonstrating the ability to effectively manage multiple tasks and prioritize customer needs.
Amazon Development Center India Pvt
Customer Service Associate
10.2018 - 11.2019
Job overview
- Customer Contact Expertise: Successfully served as the initial point of contact for Amazon customers.
- Multichannel Mastery: Proficiently handled customer inquiries through phone (60+ calls per day), chat, and email, managing a high volume of interactions on a daily basis.
- Issue Resolution Champion: Effectively prevented and resolved a wide range of customer issues, including order inquiries, product questions, payment matters, and website guidance.
- Tool Proficiency: Skillfully used various tools for navigation, research, and solution review.
- Performance Excellence: Consistently exceeded quality and productivity goals assigned by management.
- Customer Obsession Recognition: Won 5 Customer Service Obsession Awards for providing exceptional end-to-end customer service.
Education
Himalayan University
BBA
05.2015 - 05.2018
Indian Institute of Management(IIM)
Executive MBA
08.2022 - Current
Skills
Creative Problem-Solving
Teamwork and Collaboration
Customer Satisfaction
Cross-Selling
Business Relationship Management
Technical Troubleshooting
CRM Expert ; Salesforce Mastery
CRM Expert ; Paragon Level A Certified !
Merchant support
Brand success
Attention to Detail
Decision-Making
Associate of the Quarter Award
Escalation Handling
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Merchant Success Specialist
ShipBob
01.2023 - Current
Indian Institute of Management(IIM)
Executive MBA
08.2022 - Current
Product and Information Specialist
Amazon Corporate Office
01.2021 - 11.2022
Device, Digital, and Alexa Support
Amazon
12.2019 - 12.2020
Customer Service Associate
Amazon Development Center India Pvt
10.2018 - 11.2019
Himalayan University
BBA
05.2015 - 05.2018