Prathima Dasari
Catalog Specialist(L)
Hyderabad
Summary
Motivated individual with more than 5 years of professional experience. Strong in operational metrics and customer-focused, with a strong sense of ownership for tasks and team reports. The zeal to investigate different workflows, dive deep, and deliver results within the stipulated time garnered multiple rewards and recognition. Looking forward to a new role where I can put my skills to use and contribute for the team's growth.
Overview
7
7
years of professional experience
Work History
Catalog Lead
Amazon
12.2021 - Current
- I’m responsible for scheduling audits and audit work allocation, making sure that the assigned audit is submitted properly with the right accuracy within the SLA and track every detail related to audits besides working on the assigned rules. In RW, I perform QA for audits, provide feedback and handle the audit allocation report on a weekly basis.
- I’m the primary POC for Safety Tickets team where I resolve all the tickets for AGG and handle the False Positive impact on a daily basis. I also handle the productivity, QA, flash, WBR and OPS reports for Tickets team thereby tracking the QC, TTR and TP90 metrics of the inflow of Safety Tickets.
- In Q1 2024, identified data mismatches in Continuous and Image audit allocation and it was taking almost 3 hours to get the data sorted for audit allocation report. I then created a new quip to have all the audit related data at one place for all the POCs, Associates and QAs to update it on a daily cadence. It is helpful in avoiding data mismatches, having a visibility of the SLA for every audit, reduced the time taken for sorting the data and run the allocation report in less than 1 hour.
- In Q4 2023, I identified that an overlap of duplicate gates was being imposed on the ASINs and performed a deep dive. Ran a query and identified that a coverage of ~4.2M for Grocery and ~66k for Pet_food classes were having a class overlap. Brought this issue to the notice of business team where it was identified that there was a glitch in the gating system and then it was taken care by backend team which helped in reducing the seller friction.
- Noticed a False Positive trend for the class ‘Baby_Diapering’ in US store while working on continuous audits, performed a dive deep, wrote a rule to capture the FP trends, and after having a sanity check done and getting approval from stakeholder (@posadas), I performed a proactive un-classification of ~30k ASINs which helped in reducing seller friction.
Catalog Specialist
Amazon
02.2019 - 12.2021
- Identified a huge False Positive trend for ‘Topicals’ in the Tickets inflow, brought it to the notice of stakeholder (@cadis) wrote an FP rule and unclassified ~5k ASINs proactively which helped in mitigating the inflow of high volumes in Safety Tickets queue.
- Trained and mentored 5 new hires scheduling a ramp plan for them. Also, provided guidance or refresher sessions in order to clear their ambiguities which helped them in getting onboarded into the program with a good understanding of the workflow and SOPs.
- Observed a trend of Non Value added SIMs in queue, performed a deep dive, analyzed the error codes causing the inflow, worked with the respective POC from PAT team who had been raising those SIMs, and got their team informed to get relevant changes in their SOP which reduced the NVA inflow in Safety Tickets queue.
- Noticed multiple SIMs were getting re-opened incorrectly, where no action is required from our end. Generated an insight to introduce a new root cause 'Incorrect re-open' and closed the SIMs saying these re-opens are not correct. This helped us to track the incorrect reopens and modify our blurbs to gradually mitigate the inflow of incorrect re-opens, thereby improving the SLA and TTR metrics.
- Noticed that there was an ambiguity going on between the associates in decision making while resolving Tickets. Then I consolidated all edge cases we get on daily basis, analyzed and prepared a quip which acts like a storehouse for all the ambiguity cases and shared it across the team, which eased the decision making and resolve the SIMs quickly.
- Estimated the inflow of SIMs based on the deprecation of gates and refined rules which helped in planning the HC for the team during Q3 2020.
- Cross trained on programs like CSM, DRM and SPIDER.
E Support Officer
Knoah Solutions Private
07.2017 - 12.2018
- Inbound Emails and Inbound Chats for NEST LABS, UNITED STATES.
- Solving customer’s technical issues for all Nest products.
- Follow up through Email to make sure that customers’ issue is resolved.
- Keep records of customers’ issues, complaints and actions taken. Processing hardware replacement orders if the Nest device is found defective.
- Experience in Technical support and handling ‘non-voice’ process. Inbound chats for CHARTER SPECTRUM, UNITED STATES.
- Solving customer’s technical issues for Internet, Cable & Phone. Trained on all internet service queries.
- Real-time remote login for technical and general support.
- Upselling modems, routers and ISP packages.
- Providing resolution in a minimum required time using all the resources.
- Answer chats professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.
- Follow up to ensure that appropriate actions were taken on customers' requests.
Education
M.tech - CAD/CAM
Loyola Institute of Technology And Management
Sattenapalle, India 04.2001 -
Bachelor of Technology - Mechanical Engineering
Loyola Institute of Technology And Management
Sattenapalle, India 04.2001 -
State Intermediate Board - MPC
Vikas Junior College
Guntur 04.2001 -
Board of Secondary School Education -
Rosette English Medium School
Guntur 04.2001 -
Skills
Self motivator
Effective Communication
Team Collaboration
Experience in Excel and MS word
Problem-solving abilities
Timeline
Catalog Lead
Amazon
12.2021 - Current
Catalog Specialist
Amazon
02.2019 - 12.2021
E Support Officer
Knoah Solutions Private
07.2017 - 12.2018
M.tech - CAD/CAM
Loyola Institute of Technology And Management
04.2001 -
Bachelor of Technology - Mechanical Engineering
Loyola Institute of Technology And Management
04.2001 -
State Intermediate Board - MPC
Vikas Junior College
04.2001 -
Board of Secondary School Education -
Rosette English Medium School
04.2001 -
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