Madhurima Mukherjee
Missisauga,Canada
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Associate Manager
Walmart Canada, Marketplace
Mississauga, Canada
06.2022 - Current
- Leading the seller onboarding process and responsible for reducing the onboarding cycle time
- Supporting the marketplace business development team to achieve seller expansion targets
- Liaising with potential sellers and internal stakeholders to manage the seller vetting and onboarding process
- Acting as a subject matter expert for the seller onboarding process
- Working with various cross-functional teams to plan, evaluate and communicate new initiatives to improve process efficiency
- Supporting the Business Development team with regular reporting of key business metrics
- Acting as an escalation point for all seller inquiries/requests (before go-live) and work with sellers to ensure they have a great onboarding experience
- Working with sellers and technology teams to identify and resolve any issues and provide solutions to ensure we offer a positive seller experience
- Leading the onboarding process, which includes liaising with technology, product, support and communication teams to simplify the onboarding process
- Analyzing onboarding data and find process improvement opportunities
- Collaborating with cross-functional stakeholders to implement initiatives
- Analyzing industry best practices and collaborate with cross-functional stakeholders to implement initiatives to reduce seller friction in the onboarding process
Seller Support Associate
Amazon India Developemnt Center
Hyderabad, India
10.2016 - 10.2017
- Demonstrated end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers
- Demonstrated effective, clear and professional written and oral communication
- Provided prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues
- Maintained a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Achieved and maintained predefined performance metrics goals such as seller satisfaction, quality, productivity, first contact resolution and attendance.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Collaborated with multiple technology applications and features to resolve seller issues.
Support Associate
Wipro Limited
Kolkata, India
07.2015 - 09.2016
- Handled client complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of interactions, process client accounts and file documents
- Follow communication procedures, guidelines and policies
- Provide technical assistance and answer to user's questions, assisting users by troubleshooting problems with computer hardware or software
- Provide daily technical support services for information technology establishments
- Document and track customer issues using a ticketing system to ensure quick resolution
- Maintain the security and integrity of company database by setting access controls
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem
Information Technology Associate
OnProcess Technology
Kolkata, India
06.2014 - 01.2015
- As an IT support analysts (also known as helpdesk analysts or technical support analysts) was responsible to provide technical support
- Technical support (or IT support) mainly helped resolve customers' technical problems via email, phone and social media .Was also responsible to oversee and maintain their computer hardware and software systems
- The core goal of being an IT support analyst is to provide ultimate client satisfaction by providing solution to the technical issues, understanding the customer needs, ability to work under pressure and meeting deadlines.
Education
Bachelor of Technology - BTech - Information Technology
West Bengal University of Technology
01.2014
High School Diploma - Instrumentation Technology
West Bengal State Council for Science and Technology
01.2010
Skills
- Results Analysis
- Leasing and Sales
- Onboarding and Orientation
- Administration and Reporting
- Problem Resolution
- Complex Problem Solving
- Budget Management
- Project Planning
- Documentation and Reporting
- Teamwork and Collaboration
- Business Development
- Interpersonal Relations
- Decision Making
- Computer Skills
- Process Improvement
- Business Analysis and Reporting
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Strategic Planning
- Inter-Department Collaboration
Accomplishments
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
Certification
- Certified Google Analytics, Google Digital academy - 2023
Timeline
Associate Manager
Walmart Canada, Marketplace
06.2022 - Current
Seller Support Associate
Amazon India Developemnt Center
10.2016 - 10.2017
Support Associate
Wipro Limited
07.2015 - 09.2016
Information Technology Associate
OnProcess Technology
06.2014 - 01.2015
Bachelor of Technology - BTech - Information Technology
West Bengal University of Technology
High School Diploma - Instrumentation Technology
West Bengal State Council for Science and Technology