Summary
Overview
Work History
Education
Skills
Languages
Awards
Activities
Disclaimer
Timeline
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Bhuvaneshkumar N

Chennai,Tamil Nadu

Summary

Dedicated professional with over 5 years of experience in service delivery, customer relationship management, and operational excellence.With additional experience as a Subject Matter Expert (SME) and seasonal trainer, I excel in guiding teams, enhancing performance, and fostering client satisfaction. Seeking a challenging role that leverages my expertise to drive operational efficiency, build lasting customer relationships, and contribute to organizational success.

Overview

6
6
years of professional experience

Work History

Seller Support Associate Sr., (Level3)

Amazon
08.2021 - Current
  • As a Selling Partner Associate at Amazon, I play a pivotal role in assisting third-party sellers to succeed on the Amazon platform
  • I am responsible for fostering strong relationships with sellers and providing them with support, guidance, and resources to optimize their selling experience
  • My primary objective is to ensure the success and satisfaction of Amazon's selling partners while driving growth and profitability for both the sellers and Amazon
  • Onboarding and Training: Guide new sellers through the onboarding process, ensuring they understand Amazon's policies, tools, and available resources
  • Deliver training sessions and provide educational materials to help sellers maximize their potential on the platform
  • Support and Assistance: Serve as the primary point of contact for sellers, promptly and effectively addressing their inquiries, concerns, and issues
  • Provide personalized support and troubleshooting to resolve challenges related to listing optimization, inventory management, order fulfillment, and performance metrics
  • Performance Analysis: Analyze seller performance metrics to identify areas for improvement
  • Collaborate with sellers to develop strategies and action plans to enhance performance, increase sales, and maximize profitability
  • Product and Policy Guidance: Stay updated on Amazon's product offerings, policies, and best practices
  • Educate sellers on product selection, pricing strategies, advertising opportunities, and compliance requirements to help them make informed decisions and remain competitive in the marketplace
  • Relationship Building: Build and maintain strong, trust-based relationships with sellers by demonstrating empathy, professionalism, and integrity in all interactions
  • Proactively engage with sellers to understand their goals, challenges, and feedback while advocating for their needs within Amazon
  • Cross-functional Collaboration: Collaborate with internal teams, including account management, technical support, and product development, to address complex seller issues, escalate critical concerns, and advocate for seller-centric solutions
  • Share seller insights and feedback to drive continuous improvement across Amazon's seller services
  • Served as a trusted advisor to sellers, guiding them through account set up, listing optimization, order management, and dispute resolution processes.

Associate - CS

Sutherland Global Services
11.2018 - 02.2021
  • Part of a constructive process that led to smoother and faster operations, resulting in improved sales and customer satisfaction
  • Exemplified Amazon's leadership principle of customer obsession by consistently displaying a genuine passion for customers and delivering an exceptional customer care experience with every interaction
  • Delivered escalated technical support to customers using Alexa-enabled devices, playing a crucial role in ensuring customer satisfaction by resolving inquiries, troubleshooting technical issues, and providing guidance on maximizing the functionality of Alexa devices
  • Technical Troubleshooting: Diagnosed and resolved technical issues encountered by customers with Alexa devices, such as connectivity problems, software glitches, voice recognition issues, and device integration challenges
  • Product Knowledge: Developed a deep understanding of Alexa devices, features, capabilities, and compatibility with other smart home devices and services
  • Stayed updated on new product releases, updates, and troubleshooting techniques to provide accurate and relevant support to customers
  • Issue Resolution: Escalated complex technical issues to appropriate teams for further investigation and resolution
  • Followed up with customers to ensure their issues were resolved satisfactorily and provided proactive solutions to prevent future recurrence
  • Provided prompt and courteous assistance to customers via email and chat channels
  • Addressed inquiries related to Alexa-enabled devices, including setup, configuration, troubleshooting, and usage guidance
  • Documentation and Reporting: Maintained detailed records of customer interactions, including inquiries, resolutions, and follow-up actions, using ticketing systems
  • Generated reports on common issues, trends, and customer feedback to inform product development and service improvement initiatives
  • Acted as a Subject Matter Expert (SME), providing comprehensive knowledge and guidance to colleagues on Alexa and Alexa-based devices
  • Mentored six batches of high-performing associates, which included managing attrition, shrinkage, and other critical metrics
  • Served as an interim facilitator to train cross-skilled associates
  • Conducted huddle sessions to equip staff with fundamental skills and knowledge
  • Delivered engaging training programs and upskilled resources hired for customer-facing roles
  • Tracked individual performance during and after training sessions and conducted refresher sessions as needed

Education

B.E - Mechanical Engineering

Sree Sastha Institute of Engineering & Technology
Chennai, India
06-2018

Skills

  • SLA Management & Process Optimization
  • Order Management & Fulfillment
  • Customer Success & Client Retention
  • Data Analysis & Reporting
  • Inventory management
  • CRM Tools & MS Office
  • Technical Troubleshooting
  • Email management

Languages

Tamil
English
Telugu
Hindi

Awards

  • Rookie of the Year (2018)
  • Seller Success Champion (June '22, November '22, April '23, November '23, December '23)
  • Enhanced customer satisfaction rates by25% through proactive issue resolution and feedback-driven service improvements.
  • Received “Team Lead of the Year” award in2020 for outstanding team performance and leadership.

Activities

Global Hiring Science Research: Involved as the validation study participant in order to help GHS understand the relationship between assessment performance, job performance and other business metrics.

Disclaimer

I do hereby declare that the above information is true to the best if my knowledge and belief.

Timeline

Seller Support Associate Sr., (Level3)

Amazon
08.2021 - Current

Associate - CS

Sutherland Global Services
11.2018 - 02.2021

B.E - Mechanical Engineering

Sree Sastha Institute of Engineering & Technology

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