Ananya Banerjee

Seller Support Excellence & Customer Obsession• Deliver premium multilingual (German/English) support across multiple channels (Chat, Email), consistently maintaining 95%+ CSAT scores • Navigate complex seller inquiries spanning account management, FBA optimization, and compliance, achieving 90% first-contact resolution • Champion seller success through strategic consultation on marketplace optimization and best practices implementation

Performance Analysis & Team Development• Spearhead performance excellence initiatives through data-driven coaching, resulting in:

• Team Quality scores improvement from 85% to 95%
• Average Handle Time reduction by 75% in chat operations
• Backlog reduction of 90% through strategic aged ticket resolution

Process Optimization & Training Leadership• Architect and deliver comprehensive training modules focusing on FBA, ILAC, and FFT processes, achieving 80% improvement in knowledge retention • Pioneer process improvements through daily team huddles and performance audits, driving 100% enhancement in team productivity • Lead specialized investigations in FBA shipments and inventory reconciliation with 85% resolution success rate

Metrics Management & Quality Assurance• Consistently exceed performance benchmarks:

• Quality Audits: 98% accuracy
• Customer Satisfaction: 4.8/5
• First Response Time: less than 15mins
• Process Adherence: 100%

Project Leadership & Innovation• Drive continuous improvement initiatives through data analysis and implementation of best practices • Develop and maintain knowledge base resources, reducing recurring queries by 30% • Execute cross-functional projects enhancing seller experience and operational efficiency

• Orchestrated multichannel client communications, managing high-volume inbound and outbound calls while maintaining exceptional service standards
• Spearheaded end-to-end recruitment support, coordinating interviews and feedback sessions for a diverse talent pool, contributing to a 30% improvement in hiring efficiency
• Implemented a robust lead management system, resulting in a 25% increase in conversion rates from various sources including sales team efforts, seminars, and other initiatives
• Facilitated strategic discussions between sales teams, consultants, and potential clients, playing a pivotal role in nurturing leads through the sales pipeline
• Streamlined back-office operations through meticulous data entry and process optimization, enhancing overall organizational efficiency by 20%

• Drove software sales initiatives targeting European market segments, consistently meeting quarterly targets and expanding customer base
• Demonstrated excellence in managing high-volume inbound and outbound customer communications while maintaining 95% satisfaction rate
• Expertly handled complex escalations through strategic problem-solving and cross-functional collaboration with senior management
• Served as a key liaison between European clients and technical teams, ensuring seamless communication and swift resolution of critical issues