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Sowmya Gope

@sowmyagope

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Operations professional with 8+ years’ experience in escalations, process improvement, and team leadership.

India

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What I'm looking for

I seek a role focused on operational excellence, cross-functional problem solving, and team development where I can lead process improvements and elevate customer/seller outcomes.

I am a Support and Operations professional with 8+ years of experience across e-commerce, customer operations, education, and sales, with deep expertise built at Amazon. My career has been centered on solving complex operational problems, handling high-impact escalations, and improving systems through data, process discipline, and people leadership.

At Amazon, I worked as an Associate Advisor and Senior Seller & Brand Support Associate, managing 150+ leadership escalations and resolving high-risk seller issues across 12 operational domains including KYC, Tax, Brand Registry, B2B, and Compliance. I consistently reduced resolution timelines, improved SOP adherence, and drove measurable improvements in productivity, quality, and CSAT. I trained and mentored 100+ associates, acted as an SME, facilitated large-scale knowledge sessions, and led process improvement initiatives that were adopted into live workflows. My work required close collaboration with Ops, Tech, Policy, and Business teams, strengthening my ability to operate in complex, cross-functional environments.

Earlier in my career, I held counseling, teaching, and sales roles, which built a strong foundation in communication, stakeholder management, and customer psychology. These experiences sharpened my ability to explain complex concepts clearly, influence decisions, and maintain a customer-first mindset under pressure.

My interests lie in operations excellence, process optimization, data-driven decision-making, and building scalable support systems. I am particularly drawn to roles where I can combine analytical thinking, people leadership, and structured problem-solving to improve efficiency, quality, and customer experience. I am motivated by environments that value ownership, continuous improvement, and measurable impact.

Experience

Work history, roles, and key accomplishments

Marketplace Specialist

Rigle

Mar 2026 - Apr 2026 (1 month)

Managed cross-functional workflows with Amazon support to resolve account health and catalog issues, reducing case resolution times by 15%. Reconciled inventory discrepancies and escalated fee-tier errors to correct FBA charges, remediating compliance for two ASINs and restoring 100% of associated monthly revenue.

Amazon Marketplace Support Account Health Monitoring KPI Reporting Root Cause Analysis Corrective Action Plans Inventory Reconciliation FBA Reimbursements Claims and Recoveries ASIN Fee Tier Analysis Compliance Remediation

Associate Advisor

Amazon

Jun 2022 - Jul 2025 (3 years 1 month)

Managed global enterprise seller relationships across EMEA, NA, LATAM, and APAC, delivered localized support across 9 domains and implemented 10+ process improvements that reduced repeat errors by 15%. Trained 80+ associates and facilitated monthly knowledge sessions, improving engagement and SOP coverage.

Process Improvement Training Development KYC Tax Compliance Cross Functional Collaboration

Senior Seller & Brand Support Associate

Amazon

Sep 2020 - Jun 2022 (1 year 9 months)

Provided high-quality support to 500+ sellers maintaining >95% CSAT, resolved 100+ high-priority cases monthly and drove process changes that improved team productivity by 15%. Collaborated with cross-functional teams to implement 3 adopted workflow improvements.

Customer Satisfaction Escalation Management Cross Functional Collaboration Time Management Problem Solving Case Management

Senior Seller Support Associate

Amazon

Sep 2020 - Jun 2022 (1 year 9 months)

Provided high-quality support to 500+ Amazon sellers and merchants while maintaining 95%+ CSAT. Resolved 100+ sensitive/high-priority cases per month, supported a 15% productivity improvement through collaboration, and partnered with 6+ cross-functional teams to address recurring seller issues.

Customer Service Escalations Management Seller Support Cross Functional Collaboration Conflict Resolution Operations Management Process Improvement

Employment Counselor

Edujobs Academy Pvt Ltd

Dec 2019 - May 2020 (5 months)

Counseled prospective students, managed the sales process, and represented the company at trade events to drive enrollment and improve client engagement.

Counseling Sales Client Engagement Communication Career Guidance

Academic Counselor

NIIT

Apr 2018 - Dec 2019 (1 year 8 months)

Conducted counseling for new students, coordinated between trainers and students, and maintained prospect databases to support enrollment operations and course delivery.

Counseling Program Coordination Prospect Databases Communication Scheduling Client Relations

Telesales Executive

Cordlife India

Jun 2017 - Mar 2018 (9 months)

Engaged prospective customers via phone to present services, managed consumer data and collected feedback to improve customer experience and retention.

Telesales Lead Generation Customer Engagement Data Management Feedback Relationship Building

Academic Counselor

NIIT Ltd

Apr 2018 - Dec 2019 (1 year 8 months)

Conducted in-depth counseling sessions for new students, providing guidance on course details and career pathways. Presented company offerings, maintained an organized prospect database, and coordinated lectures and activities between trainers and students to ensure smooth operations.

Academic Counseling Prospect Databases Operations Support