Subject Matter Expert (SME) - Retail Business Services - Amazon - Bengaluru, Karnataka
(2022-04)
EU Retail Workflows · Managing 15+ Associates
- AI/LLM Automation Program Ownership: Led end-to-end delivery of AI/LLM-based automation across 12 high-volume product-data and inventory-exception workflows, scaling total annualized impact to 26.8 FTE-equivalent headcount reduction - from requirements gathering and BRD authoring through UAT and rollout. Within this program, designed and launched an automation using natural language processing (NLP) to interpret vendor intent from unstructured text and resolve product-identifier mismatch and lin
- Process Re-engineering: Redesigned end-to-end case handling to cut Average Handling Time (AHT) by ~37 minutes per case, materially improving throughput and SLA adherence across the team.
- Inventory Cost Avoidance: Drove $2.1M+ in total inventory space cost avoidance through targeted process improvements and supply chain coordination across Fulfilment Centre and vendor networks.
- Resolution Turnaround Time (TAT): Reduced Resolution TAT from 16.3 days to 6.5 days (60% improvement), significantly enhancing vendor experience and inbound operational reliability.
- Agile Program Delivery: Partnered with Technology and Product teams to author BRDs and user stories; led end-to-end UAT for automation rollouts with pre/post impact measurement across sprint cycles.
- Analytics & Reporting: Built leadership dashboards in Power BI and Excel quantifying automation ROI, KPI trends, and operational gaps; presented findings in Monthly Business Reviews to senior stakeholders.
- People & Programme Leadership: Defined performance KPIs for 15+ associates; onboarded new programmes and developed SOP frameworks to sustain quality benchmarks post-automation.
Senior Catalog Associate - Amazon - Bengaluru, Karnataka
(2017-10 - 2022-04)
EU Marketplace Catalogue & Inbound Operations
- SOP & Training Design: Authored and maintained Standard Operating Procedures (SOPs) that improved resolution accuracy and minimised rework; designed and delivered onboarding modules for remote new hires, reducing ramp time.
- Business Reviews: Developed and presented Monthly Business Review (MBR) decks providing data-driven insights on EU Marketplace trends and operational gaps to leadership and cross-functional stakeholders.
- Operational Excellence: Managed daily workload allocation for adherence to SLAs, quality benchmarks, and productivity targets; surfaced and implemented process enhancements to improve efficiency.
Catalog Associate - Amazon - Bengaluru, Karnataka
(2016-06 - 2017-10)
Inbound Warehouse & Catalogue Operations
- Inbound Accuracy: Resolved barcode mismatches and compliance issues, ensuring accurate inventory management and consistently high service standards via structured SOP-driven ticketing workflows.
