Pavan Kumar M
L4 SPS Associate Advisor
Fremont,CA
Summary
Enthusiastic Advisor eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of process and training in skills. Motivated to learn, grow and excel in this industry.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
L4 SPS Associate Advisor
Amazon Development Centre India Pvt. Ltd.
04.2022 - 12.2022
- Respond to associate support requests (i.e. Seller Escalations, SIMs and Andon Cords) in real time providing education to associates with goal of achieving first contact resolution, as well as remarkable, reproducible seller/vendor experience.
- Handle Leadership Escalations and interact with Selling/Vendor Partners on all media channels.
- Liaise with other departments such as Business Teams, CIM, CPM, ESR, Merchant Investigations, Payments team or Customer Service as required to resolve Selling/Vendor Partner’s issues and questions.
- Identify Selling/Vendor Partner and Associate success barriers, provides solutions, and drive change through business improvement initiatives.
- Being part of Leadership team, I was able to solve more complex issues and resolve disputes, and optimize their performance on the platform.
- Leveraging my strong communication and problem-solving skills, I was able to effectively diagnose and resolve issues, often exceeding customer expectations and driving customer satisfaction.
SPS Mentor
Amazon Development Centre India Pvt. Ltd.
03.2019 - 04.2022
- As a mentor, I prepare associates/new hires for the floor by helping them regarding the process and navigate to the resolution.
- Design and develop engaging training programs using a variety of delivery methods, including e-learning modules, workshops, and webinars
- My responsibility is to be available for my mentees, answer their questions, provide guidance, make friendly learning environment.
- Handling a team & mentor and coach employees to enhance their professional growth and skills
- Conducted regular one-on-one coaching sessions with mentees, offering feedback, best practices, and actionable steps to ensure accurate and comprehensive product listings.
- Acted as a resource for mentees, staying up to date with Amazon's catalog policies, tools, and programs, and sharing relevant information and updates.
- Making the associates dependent to independent
- Monitored and evaluated the performance of mentees, identifying areas of improvement, and providing ongoing support and mentorship accordingly
- Preparing EOD observations and passing on feedback to the Supervisors.
SPS Associate
Amazon Development Centre India Pvt. Ltd.
03.2017 - 03.2019
- Actively listened to customer’s requests, confirming full understanding before addressing concerns.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Maintained excellent attendance record, consistently arriving to work on time.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and email correspondence from platform sellers
- Identify knowledge gaps, bring it to notice to the internal teams by raising Gembas.
- I have also worked in Escalations team where I was responsible for resolving high escalations.
- Use to Audit cases to improve the metrics of my team.
- Demonstrates excellent time-management skills and ability to work independently while using departmental resources, policies and procedures
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution and attendance
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments team as required to resolve Seller’s issues and questions
- Displayed flexibility and ability to adapt to policy changes and database re-organization
Data Editor Internee
Johan Brown Publisher Pvt. Ltd.
12.2016 - 02.2017
- To check errors in the JavaScript and also e-books and correct them with the new data
- My job also includes updating data in e-books from the resources provided
Education
Master of Science - Technology Management
Lindsey Wilson College
Columbia, KY 01.2023 - 08.2024
Bachelor of Science - Electronics And Communications Engineering
Malla Reddy Institute of Technology And Science
Hyderabad 08.2012 - 07.2016
Skills
People Management
Accomplishments
- Being a part of IN PCO (Possible Coaching Opportunities), I use to prepare PPTs and video contents regarding the process/SOPs and share across the floor so that the associates and new hires can understand easily by watching the pictorial representations and we have received a very good response from the teams.
- Also as a part of PCO program, I worked on multiple projects to reduce IN-FBA-TAX SIMs which were raised incorrectly.
- Also been a part major team projects which helped team to maintain the goals.
- Awarded TrailBlazer Award for being a Best Mentor and Best Advisor.
- Star Performer of the Month for 6 consecutive months at Amazon Development Centre
- Awarded with certificates for "Performance Excellence" at Amazon Development Centre
Timeline
Master of Science - Technology Management
Lindsey Wilson College
01.2023 - 08.2024
L4 SPS Associate Advisor
Amazon Development Centre India Pvt. Ltd.
04.2022 - 12.2022
SPS Mentor
Amazon Development Centre India Pvt. Ltd.
03.2019 - 04.2022
SPS Associate
Amazon Development Centre India Pvt. Ltd.
03.2017 - 03.2019
Data Editor Internee
Johan Brown Publisher Pvt. Ltd.
12.2016 - 02.2017
Bachelor of Science - Electronics And Communications Engineering
Malla Reddy Institute of Technology And Science
08.2012 - 07.2016
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