Sushmita Pujari

Senior Operations and analyst with 9+ years of experience at Amazon, specializing in operational excellence and data-driven decision-making in EU retail. Demonstrated success in process improvement, SOP development, and stakeholder management. Proficient in SQL, Python, Power BI, Excel and MS office with a strong background in delivering automation solutions and business reporting. Focused on scaling operations and enhancing customer satisfaction through effective leadership and problem-solving.

Subject Matter Expert at Amazon (2022-04 – Present)

• Guided a team of 15+ associates, setting performance goals and reviewing metrics for quality adherence.
• Led onboarding of new programs, designed SOPs from scratch, and stabilized operations within SLA targets.
• Owned business reporting, including KPI tracking and trend analysis for executive updates.
• Collaborated with Supply Chain, Fulfillment Centers, and Technology teams to manage escalations and process changes.
• Utilized SQL and Tableau to build dashboards, identify inefficiencies, and implement solutions.
• Drove process improvements and technology adoption, enhancing resolution TAT and quality scores.
• Developed Business Requirement Documents (BRDs) for Sapien automation initiatives and detailed workflows.
• Led User Acceptance Testing (UAT) for automation solutions, ensuring smooth rollout with measurable efficiency gains.

Senior Catalog Associate at Amazon (2017-10 – 2022-04)

• Streamlined resolution of inbound and catalog issues through collaboration with Instock teams and vendor managers.
• Authored and updated SOPs to enhance resolution accuracy and minimize rework.
• Conducted training sessions for new hires, creating online modules for efficient remote onboarding.
• Managed daily workload allocation to ensure adherence to SLAs, quality benchmarks, and productivity targets.
• Developed and presented Monthly Business Review (MBR) decks highlighting EU Marketplace trends and gaps.
• Recommended process enhancements and adaptable technologies to stakeholders, boosting operational efficiency and customer outcomes.

Catalog Associate at Amazon (2016-06 – 2017-10)

• Resolved inbound issues for warehouse, addressing barcode mismatches and compliance problems.
• Followed SOPs to ensure accurate resolutions via ticketing systems.
• Identified recurring food storage issues, executed bulk fixes, and eliminated root causes.
• Achieved highest team scorecard results for one year, resulting in promotion to Senior Catalog Associate.

Bachelor of Engineering in Information Science – Alva's Institute Of Engineering & Technology, Visvesvaraya Technological University (2016-05)