Sumit Anand

Experience

1. Team Manager

   Amazon

   Aug 2020 — Present · IN

   Managed E2E productivity & quality metrics for North America, India, Singapore, Australia & UK clients dealing with amazon e commerce. Managed a team of close to 25-30 Associates who were to be trained on multiple skills and adhere to quality compliance. Part of the performance, engagement and RnR Team for MP and resolved customer inquiries and complaints quickly. Successfully Lead multiple projects for the site and for the IN Region.• Applied highly effective selling skills while properly engaging and presenting solutions to customers. Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Improved operational efficiencies while managing customers’ requests, store inventory, transactions, new purchase orders and pricing needs. Cross-trained and backed up other customer service managers. Investigated and resolved accounting, service and delivery concerns. Provided accurate information about promotions, customer programs and products, helping drive high customer retention.• Strong time management and organizational skills• Taking action on emerging issues and opportunities• Helping associates understand the performance bar and supports them to reach it, Positive communicator who understands, when necessary, how to have tough conversations. Analyze metrics, key indicators and other available data sources to discover root causes of defects impacting customers.• Developing automatic reports to support tracking performance. Create and continually support people through individual development plans• Facilitate team discussions and communicate business messages• Review contacts to identify WOW moments and opportunities to support associates with coaching. Role model in contact handling skills.