Subhodip Roy

With over 6 years of specialized experience in B2B Customer Success, Marketplace Operations, and Seller Management with leading brands like Amazon and OYO, this professional excels in managing high-value merchant portfolios, optimizing seller account health, and ensuring marketplace compliance. Skilled in navigating complex ticketing systems and leveraging advanced CRM tools, consistently surpassing CSAT and SLA targets. Expertise includes Seller Success, Key Account Management, and Merchant Support Operations, driving growth and operational excellence in dynamic e-commerce environments.

Senior cs-Internet Associate at Sutherland global services Pvt Ltd (2021-09 – 2026-07) • Serve as the primary support partner for Amazon Sellers, ensuring their success by resolving account issues and providing clear policy guidance.

• Resolve seller queries through Seller Central, email, chat, and phone on topics including Account Health, Listings, Payments, Policy warnings, and Performance metrics.
• Guide sellers through technical troubleshooting of Seller Central tools, catalog management, inventory control, advertising strategies.
• Educate sellers on Amazon policies to ensure compliance, enforce rules fairly, and implement corrective actions when necessary.
• Take full ownership of seller cases, conducting thorough root cause analysis and delivering precise resolutions.
• Mentor new associates by sharing best practices, providing constructive feedback, and enhancing training materials.
• Identify seller feedback trends and process gaps, communicating insights to product and policy teams to improve overall seller experience.

Subject Matter

Expert at Tech Mahindra Pvt.Ltd (2016-12 – 2018-03) • Serve as the Subject Matter Expert (SME) on the OYO Escalation Desk, resolving the most complex and critical guest, owner, and partner issues with authority.

• Manage high-priority escalations including refunds, overbooking, payment disputes, legal/PR concerns, and owner conflicts, ensuring timely resolution within established TAT.
• Demonstrate comprehensive expertise in OYO policies related to cancellations, refunds, check-in/out, no-shows, compensation, and city-specific regulations.
• Make exception decisions judiciously to uphold policy compliance and protect brand reputation.
• Collaborate closely with City Operations, Revenue, Finance, Legal, and Hotel Owners to coordinate and finalize cross-functional escalations.
• Conduct root cause analysis to identify escalation patterns and provide actionable insights and recommendations to minimize recurring issues.
• Track, analyze, and report key metrics including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Turnaround Time (TAT), escalation trends, and feedback to senior leadership.
• Develop and update Standard Operating Procedures (SOPs), create training materials, and implement new policy changes to enhance team knowledge and efficiency.

Diploma – HIEMT (2021-09 – 2026-07)