Sudeshna Gorai

Experience

• 

  Amazon

  Jul 2021 - Sept 2022

  Catalog Associate

  - Identified KPIs, monitored metrics, and prepared reports to track project progress, optimizing UK marketplace resolutions by 22%.- Maintained knowledge of industry trends, best practices, and emerging technologies, driving innovation and optimizing business processes.- Executed critical customer-impact jobs with 100% accuracy.

• 

  Amazon Payment Services

  Sept 2022 - now

  Operations Analyst

  - Collaborated with technology vendors to streamline issue resolution processes, decreasing major incidents by 30% over two years.- Spearheaded a process re-engineering project to enhance and consolidate end-to-end service processes.- Implemented and led a rapid response team for network incidents, ensuring swift recovery of critical operations within predefined time frames, reducing incident resolution time by 30% and minimizing operational disruptions.- Resolved complex customer escalations by collaborating with merchants and driving root cause resolution to eliminate future issues.- Collaborated with the business team to optimize operations costs and contribute to free cash flows.- Orchestrated process re-engineering to improve service processes, enhancing communication and reducing manual work.- Coordinated in developing software for timely customer communication within Service Level Agreement. Show less