Sujin S Pillai
SPS ASSOCIATE Sr. | Amazon FBA & Financial Transactions | Customer Support & Operations Analyst | SQL • Power BI • Quality Audits | Driving Team Performance & Customer Success
- Role
- Sps Associate Sr at Amazon
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Sujin S Pillai
Amazon SPS Sr. Associate (L3)| 3.8 Years | ADC Bengaluru I specialize in seller…
Experience
Sps Associate Sr
Aug 2022 — Present · Bengaluru, IN
Acted as the main contact between Amazon and 3rd party sellers. Consistently address and resolve seller account, product listing, and performance metric issues while exceeding targets and maintaining high seller satisfaction, contributing to team success. Skilled in Fulfillment by Amazon, Financial Transactions and handling chat contacts in NA and EU marketplaces.• Reduced Average Call Handling Time (ACHT) by 11% while maintaining 95%+ quality scores through process optimization• Decreased Negative Response Rate (NRR) by 12% through enhanced problem resolution techniques and proactive support• Managed complex seller inquiries regarding account management, product listings, and performance metrics, maintaining 85% FTR (First Touch Resolve Rate)• Developed and implemented automated reporting systems, reducing manual reporting time by 40%• Spearheaded LLM technology evaluation initiatives, collaborating with cross-functional teams to assess implementation feasibility• Processed and audited FBA financial transactions worth monthly, ensuring 99.9% accuracy in reimbursements• Conducted quality audits resulting in 15% improvement in team performance metrics• Mentored multiple batches of new hires, providing comprehensive training on Amazon tools (M@, FBA, FFT2, Tardis) and best practices in seller support• Led upskilling sessions for team members, focusing on advanced problem-solving techniques and efficient use of Amazon systemsPROJECT: Amazon MX LLM Implementation• Testing LLM solutions for Amazon.mx seller support operations• Processed and resolved 4500 seller support tickets• Achieved 95% query resolution rate while reduced average response time from 72 hours to 14 hours• Collaborated with Development and Product teams to optimize LLM performance and streamlined seller communication workflows• Improved seller satisfaction score by 82%• Automated 40% of routine seller inquiries• Supported scaling operations for Amazon Mexico marketplace
Education
Govt. Kaktiya PG college Jagdalpur Chhattisgarh
M.COM, Business/Commerce, General
2019 — 2021
MICA | The School of Ideas
Advance Certification in Digital Marketing, Digital Marketing
Surya College Jagdalpur
PGDCA (Post Graduate Diploma in Computer Applications), Office Management
2018 — 2019
Surya College Jagdalpur
Bachelor of Commerce (B.Com.), Business/Commerce, General
NIRMAL HIGHER SECONDARY SCHOOL
12th, Business/Commerce, General
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