Biplab Kachhap

About Biplab Kachhap

Curious and detail-oriented professional with experience in operations, program support, and data analysis at Amazon (Just Walk Out Technology) and Bharat Motocorp. I specialize in ensuring seamless operations, SLA adherence, and customer satisfaction while applying analytical skills to turn raw data into actionable insights.In my current role at Amazon, I:• Support 200+ global stores, resolving device and service inquiries while monitoring SLA dashboards for timely issue resolution.• Leverage SQL, Python, and Excel to validate sales data, prepare weekly performance reports, and highlight trends that drive process improvements.• Partner with program managers, vendors, and technical teams to streamline workflows, coordinate dispatches, and deliver measurable productivity gains.• Conduct UAT for new system rollouts, collaborating with developers and stakeholders to refine functionality.Beyond my professional responsibilities, I continue to upskill through self-driven projects in Power BI, Tableau, Snowflake, AWS, and Matillion, building dashboards and experimenting with ETL workflows to strengthen my data and analytics toolkit.I bring a hybrid strength of operational expertise and growing data skills — bridging the gap between business needs and technology solutions. Always open to exploring opportunities in business analysis, data analytics, operations, and program management.

Experience

1. Operations Specialist Business & Data Analysis Product & Program Support

   Amazon

   Jul 2024 — Present · Hyderabad, IN

   In this role, my responsibilities include:• Supported 600+ Amazon Just Walk Out stores by addressing device and service inquiries, monitoring SLA dashboards to ensure timely resolution, and driving seamless operations with stronger customer experience.• Coordinated 2,800+ technician dispatches across FY24–FY25, improving issue resolution timelines and reducing repeat escalations.• Streamlined dispatch workflows with Program and Technical teams, driving a 28% productivity improvement and resolving 1,200+ tickets in FY25.• Leveraged SQL and data analysis to validate 3P merchant sales reports, ensuring accuracy of totals and averages while resolving discrepancies.• Prepared and shared weekly performance reports in Excel, analysing dispatch turnaround times and identifying trends to improve SLA adherence.• Led UAT for ServiceNow-CSM MVP launch, validating 28 CSA requirements and collaborating with developers to enhance system functionality.• Conducted UAT testing for an AI-powered Agent integrated into the current workflow, identifying process gaps and ensuring smooth adoption.• Represented Customer Support in daily vendor calls, presenting critical dispatch updates across US, UK, Australia, Canada, and France.• Served as Subject Matter Expert (SME), standardizing workflows and mentoring new team members, reducing ramp-up time and improving process consistency.

Education

• Jawaharlal Nehru Technological University

  Bachelor's degree, Mechanical Engineering