Operational Specialist Ecommerce

• Aug 2022 - Present

 Successfully managed onboarding listings on Amazon, Walmart, and Home Depot, ensuring accurate and compelling product information, images, and pricing.  Developed and executed comprehensive advertising strategies on Amazon, Walmart, and Home Depot platforms, resulting in increased product visibility and sales.  Orchestrated successful product launches on Amazon, Walmart, and Home Depot, including market research, inventory planning, and promotional activities.  Conducted thorough competitor analysis on Amazon, Walmart, and Home Depot, identifying market trends, pricing strategies, and potential areas for growth.  Analyzed product damage, defects, and returns, collaborating with manufacturers to provide actionable suggestions for improvements.  Implemented strategies to improve sales of existing products on Amazon, Walmart, and Home Depot, resulting in increased revenue and market share.  Utilized Helium 10 software to optimize product detail pages, improving organic ranking and driving traffic to listings. Show less

Associate Manager

• Jan 2021 - Sep 2022

♦ Managing a team and ensuring that daily service delivery targets are met or exceeded♦ Conducting training, monitoring team's quality, and providing performance feedback, including recommendations for pay increases, promotions, and terminations♦ Identifying and resolving operational issues that affect the department while adhering to established procedures♦ Contributing to continuous process improvement by initiating projects to improve quality, productivity, and efficiency♦ Sharing status reports with business leaders regularly for review♦ Organizing the team to accomplish the process SLAs/ metrics, e.g., target for productivity and quality♦ Maintaining operational rigour concerning daily huddles, knowledge management, and cross-training♦ Assuring resource utilization through performance management, development, career progression, and collaboration♦ Weekly KPI reports and action plans to improve underperforming areas♦ Transparently managing and reporting control issues, as well as effectively supervising the activity of others and holding those who violate these standards accountably♦ Designed and conducted refresher training to keep the team updated with the process changes. Show less

Operations Lead

• Oct 2018 - Jan 2021

♦ Managed the customer service team's daily operations with increasing complexity and business impact♦ Facilitated process improvements and ensured that changes were implemented across all departments♦ SPOC for client operational inquiries, responsible for ensuring the overall quality of performance monitoring, reporting, and analysis to ensure the Right First-Time delivery♦ Participation in quality improvement initiatives such as Quality Walks, Quality Focus Meetings, Root Cause Analysis activities, and programmes promoting operational excellence♦ Assisted in developing, monitoring, and implementing quality plans for strategic and hot spot clients♦ Proactively communicate with clients/client services regarding potential delays/risks because of information provided by operations teams♦ Exceeded daily SLAs through strategic planning and execution♦ Ascertained that team members adhere to all applicable customer service procedures♦ Monitored, analyzed, and acted to ensure that customer service quality standards were met. Show less

Senior Consultant

• Oct 2016 - Oct 2018

♦ Managed the team and was accountable for team management/producing weekly production and quality reports♦ Consistently executed the activities on time and within the agreed SLAs♦ Maintained high levels of accuracy and turnaround times for all activities♦ Reading and comprehending procedures documents and adhering to them strictly♦ Capability to identify gaps proactively, report on quality trends, and make recommendations to improve and enhance the existing framework/process♦ Collaborated closely with the client to anticipate business needs and develop solutions to anticipated issues♦ Enhanced the effectiveness of staff and tools by identifying development opportunities and proactive creation of new systems and structures♦ As needed, participated in special assignments and assisted with training Show less

Consultant

• Sep 2014 - Oct 2016