Sayam Roy
Manager I
Hyderabad
Summary
Manager I leading 30+ member seller support teams in a high-volume marketplace environment. Drives KPI governance, SLA compliance, hiring, onboarding, coaching, and performance management while reducing non-value tickets and locked contacts through process improvements. Partners with product and program teams to fix workflow defects and improve operational stability.
Overview
2
2
Certifications
11
11
years of professional experience
Work History
Manager I
Amazon
06.2022 - Current
- Direct multiple operations teams exceeding 30 members in support of North American marketplace sellers and vendors within high-volume, SLA-driven environment.
- Led initiatives to streamline operations and enhance productivity across departments.
- Minimized non-value tickets by 30% and secured contacts by 40% through process enhancements.
- Minimized non-value tickets by 30% and secured contracts by 40% through process improvements.
- Coordinated talent acquisition induction training and performance evaluations.
Sr. Microsite Advisor
Amazon
12.2018 - 06.2022
- Analyzed customer feedback to identify trends, enhancing product offerings and increasing satisfaction rates.
- Performed data-driven analysis to identify seller experience shortcomings and inform improvement strategies.
- Facilitated projects through cross-team reviews, ensuring workflow stability and readiness for releases.
- Facilitated projects through cross-team reviews, optimizing workflow stability and release preparedness.
Sr. Microsite Associate
Amazon
05.2017 - 12.2018
- Spearheaded process refinements that streamlined operations and lowered costs.
- Developed training materials for new associates to improve team collaboration and productivity.
- Spearheaded process refinements to enhance operational efficiency and reduce expenses.
- Executed workflow scrubs and process reviews to identify and minimize seller contact drivers.
- Created training materials for new associates enhancing team collaboration and productivity.
Seller Support Associate
Amazon
04.2016 - 05.2017
- Resolved 95% of seller inquiries within 24 hours across North American marketplaces, maintaining satisfaction ratings over 90%
- Trained 10+ new associates, improving ramp-up efficiency by 20%
- Provided exceptional customer service by resolving seller inquiries and issues through multiple communication channels.
- Assisted in onboarding new sellers, ensuring understanding of Amazon's policies and platform features.
- Collaborated with cross-functional teams to streamline seller support processes and improve response times.
Management Trainee (Ecommerce)
UIL (Frontech)
09.2015 - 03.2017
- Administered online marketplace sales on Amazon, Flipkart, and Snapdeal, optimizing listings to enhance product visibility and drive conversions.
- Collaborated with senior management to develop and implement organizational strategies that align with business goals.
- Led cross-functional teams to streamline operations and enhance workflow efficiency.
- Developed training programs to onboard new staff and improve team performance.
- Analyzed operational processes, identifying areas for improvement and implementing solutions.
Trainee Cluster Manager
Spandana Sphoorty Financial Ltd
04.2015 - 08.2015
- Managed operations across four branch offices, enhancing loan disbursement recovery and supporting portfolio growth.
- Processed loan applications and documentation for clients, ensuring accuracy and compliance.
- Assisted in processing loan applications, ensuring compliance with company policies.
- Conducted market research to support product development and strategic initiatives.
- Collaborated with team members to enhance customer service quality and efficiency.
Education
MBA - Marketing Management, Operations Management
Regional College Of Management
Bhubaneswar, India 04.2001 -
B.E. - Electrical & Electronics Engineering
St. Peter's University
Chennai, India 04.2001 -
Skills
Team leadership (30 FTEs)
KPI & SLA management
Process optimization (Lean Six Sigma)
Root cause analysis
Project management
Escalation management
Hiring & onboarding
Performance management
Workflow analysis
Operational reporting
Change management
Continuous improvement methodologies
Operational dashboards
Certification
Lean Six Sigma
Timeline
Manager I
Amazon
06.2022 - Current
Sr. Microsite Advisor
Amazon
12.2018 - 06.2022
Sr. Microsite Associate
Amazon
05.2017 - 12.2018
Seller Support Associate
Amazon
04.2016 - 05.2017
Management Trainee (Ecommerce)
UIL (Frontech)
09.2015 - 03.2017
Trainee Cluster Manager
Spandana Sphoorty Financial Ltd
04.2015 - 08.2015
MBA - Marketing Management, Operations Management
Regional College Of Management
04.2001 -
B.E. - Electrical & Electronics Engineering
St. Peter's University
04.2001 -