Open to opportunities

Santosh Kumar

@santoshkumar5

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E-commerce Business Specialist with 4+ years of experience.

India

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What I'm looking for

I am looking for a role that fosters growth, values teamwork, and allows me to utilize my e-commerce expertise.

I am an E-commerce Business Specialist with over four years of experience in inventory management and e-commerce operations. My journey has been marked by my role as an E-commerce Partner Support Team Leader at Sonnenkraft Solutions LLP, where I successfully managed seller queries and ensured high-quality listings on Walmart.com. I pride myself on my ability to negotiate prices and streamline operations, which has significantly enhanced the customer experience.

Throughout my career, I have developed a strong foundation in managing e-commerce platforms, running effective PPC campaigns, and utilizing Microsoft Excel for data analysis. My ITIL certification further underscores my commitment to delivering exceptional service and maintaining operational excellence. I am passionate about leveraging my skills to drive business growth and improve customer satisfaction in the e-commerce sector.

Experience

Work history, roles, and key accomplishments

Current

E-commerce Partner Support Team Leader

Current

Sonnenkraft Solutions LLP

Jul 2020 - Present (4 years 11 months)

Led the E-commerce Partner Support team, managing inventory, order processing, and seller queries for Walmart.com. Ensured quality assurance in listings and packaging, while monitoring team performance metrics to enhance customer satisfaction.

Inventory Management Order Processing Quality Assurance Customer Support Data Entry Microsoft Excel ITIL

Current

E-commerce Partner Support Team Leader

Current

Sonnenkraft Solutions LLP

Jul 2020 - Present (4 years 11 months)

Led the E-commerce Partner Support team for Walmart.com, managing inventory, order processing, and seller queries. Ensured quality assurance in listings and packaging, while monitoring performance metrics to enhance customer satisfaction.

Inventory Management Order Processing Quality Assurance Customer Support Data Entry Microsoft Excel ITIL

Senior Partner Support Executive

Velocis Systems Pvt Ltd

Dec 2016 - Mar 2020 (3 years 3 months)

Provided technical support and managed incidents for partner services. Conducted training sessions and monitored help desk performance, ensuring adherence to SLA and quality standards.

ITIL Help Desk Support Incident Management Training Performance Monitoring Customer Support Email Communication SLA Problem Solving Technical Support

Customer Support Representative

Aegis

Jul 2015 - Oct 2016 (1 year 3 months)

Handled inbound customer queries, providing effective resolutions and maintaining high customer satisfaction. Documented interactions in the CRM system and ensured adherence to service-level agreements.

Customer Support CRM Problem Solving Communication Troubleshooting Documentation Performance Metrics Escalation Management

Senior Partner Support Executive

Velocis Systems Pvt Ltd

Dec 2016 - Mar 2020 (3 years 3 months)

Provided technical support and managed ITIL processes. Assisted in incident management and conducted training sessions for users, ensuring effective resolution of issues and maintaining service quality.

ITIL Help Desk Support Incident Management Training Performance Monitoring Customer Support Email Communication SLA Management Problem Solving Documentation

Customer Support Representative

Aegis

Jul 2015 - Oct 2016 (1 year 3 months)

Handled inbound customer queries, providing effective resolutions and maintaining high customer satisfaction. Documented interactions and ensured compliance with company policies.

Customer Service CRM Communication Skills Billing Support Performance Metrics Problem Solving Team Collaboration

Process Associate

Earthline Solution (Vodafone)

Sep 2014 - May 2015 (8 months)

Assisted customers with postpaid plans, billing inquiries, and service requests. Resolved complaints and ensured timely service delivery to enhance customer retention.

Customer Service Billing Support Complaint Handling Postpaid Plans Customer Retention Communication Skills Problem Solving Teamwork

Process Associate

Earthline Solution (Vodafone)

Sep 2014 - May 2015 (8 months)

Assisted customers with postpaid plans, billing inquiries, and service requests. Handled complaints and ensured timely resolution of issues to enhance customer satisfaction and retention.