Abhirup Dutta
Burnaby,BC
Summary
Professional Project Management Specialist with experience working with cross-functional teams to accomplish short- and long-term project goals. I'm a Versatile Project Team Member with five years of experience in eCommerce, adapting to changing roles. I'm highly adaptable and focused, with good multitasking, problem-solving, and organizational abilities. A collaborative leader with Agile mindset who is committed to collaborating with coworkers to promote an engaged, empowering work culture with well-documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings while indulging in Customer Success. I enjoy talking about innovation, design thinking, customer experience, change management and developing teams, people, project & product management, and culture.
Overview
5
5
years of professional experience
6
6
Certification
Work History
Peer Leader
University Canada West
Vancouver, BRITISH COLUMBIA
09.2022 - Current
- In this volunteering opportunity, monitored student progress to drive successful academic outcomes.
- Assisted students in exploring and selecting career paths.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Advised students on educational, career and social opportunities.
- Helped students develop organizational, time management and study skills.
Service Delivery Agent
ScootAround Inc. (Port Of Vancouver)
06.2022 - 12.2022
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Gathered, organized and input information into digital database.
- Observed and tracked consignments to verify timely deliveries and accurate invoicing.
- Negotiated and arranged transport of goods with shipping or freight companies.
- Created documents of load plans, equipment cleanliness inspections, and transportation processes.
- Implemented and maintained security protocols to safeguard equipment shipments.
- Frequently inspected production area to verify proper equipment operation.
- Transported and delivered items to clients or businesses safely.
- Created and managed project plans, timelines and budgets.
Senior Operations Executive/National Key Account Manager
Flipkart Internet Private Limited (Walmart Owned)
02.2020 - 04.2021
- Took care of master database for both Buy/Sell- side for '2gud.com' and managed/coached a team of 12 associates responsible for category listing and inventory planning for various seller profiles.
- Vital part of core team of 27 members (including program director) for new portal launched by Flipkart called '2gud.com'.
- Headed and planned formation and smooth running of various new category verticals like men's wear, household, shoes, furnishings, sports gear, and decor/paintings.
- Collaborated with numerous new sellers, bifurcated and extracted from Flipkart database (based on 2gud ASP), and onboarded them to 2gud.com platform, which increased PPV and profitability by 67% quarterly.
- Negotiated supplier discounts to improve bottom line and managed third-party contracts related to project deliverables.
- Oversaw the pilot project alongside the leadership team to help goals, tasks and milestones align with organizational strategy.
- Performed statistical analyses to gather data for operational SOPs and forecast team needs.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands.
- Introduced new methods, practices, and systems to reduce turnaround time (ToT).
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts and measure progress and provided detailed project status updates
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Sourced, vetted, and managed vendors needed to accomplish project goals.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Weekly presentation of data to leadership team, forecasting business goals and achievements, marking profitability and bottle-necks observed in various existing and newly added verticals and suggested new ideas for optimized running of process.
Senior Quality Specialist- Last Mile Logistics
Amazon.com
06.2019 - 12.2019
- As part of LIVE/UTL team, responsible for processing, checking, and rectifying incorrect data using inbuilt tools, was responsible for identifying incorrect latitudes and longitudes, which severely hampered customer experience and resulted in delivery issues.
- Analyzed quality and performance data to support operational decision-making.
- Interpreted test results by comparing established specifications and control limits, making recommendations on appropriateness of data for release.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Performed standard first article inspections and random sampling inspections to verify adherence to SOP standards.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
Business Development Associate
BYJU's - The Learning APP
12.2018 - 05.2019
- Used Salesforce and LeadSquare to handle current Client portfolio and prospective leads.
- Opened over 1200 new accounts, exceeding goals by 70%.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Primary role as a key asset for revenue generation team, generating more than 16 lakhs INR per month as individual contributor.
- Succeeded in accumulating best revenue (weekly) of 7.54 Lakhs INR in 1st week of training.
- Developed business pipeline using cold and warm techniques.
- Managed needs of more than 200 customers at once using strong prioritization and multitasking abilities.
- B2C & B2B sales, marketing, and promotional expertise, and conversation of raw leads through cold calling and F2F presentations.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits through successful networking strategies and promotional approaches using all omni-channel offerings.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors in the Northeast Indian region launch Project (expansion).
- Monitored project performance to identify areas of improvement and make adjustments based on regional requirements.
Customer Service Associate/Concession Audit-DST
Amazon.in
07.2017 - 11.2018
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- As a part of pilot batch of Concession Audit Program, addressed abuse and invalid customer service (CS) exceptions through exception tracking, SWAT discussion, and network-level audits. Impact: Concession Saving of INR 3.6 M annually.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Department Specialized Trainer (DST) for two months to train and support concession program team at different sites ( DEL18, CJB10).
- SME for different skills (Primary, Specialty) over three months across various marketplaces at Amazon CS.
- Identified the problems related to EasyShip refunds and worked with the Program Team (EasyShip and CPU) and ACES team in Kaizen (SAKE 2018) event to understand the reason of delays in refunds & proposed solutions for current process optimization and improvement. Impact: Reduction in EZCS CPU by 30bps
- Recruited, interviewed, and hired employees and implemented mentoring program to promote positive feedback and engagement while achieving performance and quality targets.
- Generated quarterly reports and communicated results to stakeholders to provide insights into customer success.
- Played instrumental role in client satisfaction by working with cross-functional teams for proper resolution of service issues.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Initial role as CS representative across different live and non-live mediums handling domestic and international voice processes.
- Tracked project and team member performance data closely to quickly intervene in mistakes or delays.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts.
Education
MBA - Project Management
University Canada West
Vancouver, BC04.2023
Bachelor of Computer Applications - Computer Science
NSHM Knowledge Campus
Kolkata, India05.2017
Associate of Science - Physics, Chemistry, Mathematics, Biology
Don Bosco High School
Dibrugarh, Assam, IndiaHigh School Diploma -
GYAN VIGYAN ACADEMY
Dibrugarh, Assam, IndiaSkills
- Project/Product Support, Planning & Development
- Business Process Re-Engineering
- Customer Success & Needs Assessments
- Customer Accounts Management
- E-Commerce Strategy
- Shopify
- Schedule Management
- Business Analysis
- Tableau
- MS Office
- Advanced Excel
- Tracking Metrics
- Strategic Consulting & Design Thinking
- Client Service Optimization
- Business Development
- Training Programs
- Shrinkage Prevention
- Business Planning & Contract Negotiation Expertise
- Performance Tracking and Evaluations
- Coaching and Mentoring
- Product Management and Branding
- Primavera P6
- JIRA
Accomplishments
- Customer Obsession Award winner at Amazon twice- ( Sept 2017 and Feb 2018 )
- The Warrior Award for achieving the best metrics - ( Sept-Oct 2017)
- 2nd position, National Ethical Hacking Competition, 2016, BRCA, IIT Delhi, India.
Certification
- Scrum Foundation Professional Certificate - SFPC™, by CertiProf - (Issued on: Nov 2022) (Credential ID: 81375827)
- Certified Digital Marketing Associate, by Digital Marketing Institute (DMI) - (Issued on: June 2022) (Credential ID: 54020326)
- Data Visualization using Tableau, by Great Learning - (Issued on: Feb 2022) (Credentials: 10918)
- IBM DATA SCIENCE 101 CERTIFICATION (IBM: DS0101EN), by Cognitive Class - (Issued on: March 2022) (Credential ID: 08aec8d657c74ded8c170548d049dc20)
- DATA SCIENCE & MACHINE LEARNING (PYTHON), by Indian Institute of Management Raipur, India - (Issued on: July 2021)
- Google Ads Search Certification, by Google - (Issued on: May 2022) (Credentials: 112654067)
Additional Information
Languages Known-
- ENGLISH, HINDI, ASSAMESE, BENGALI (Expert level, read-write).
- PUNJABI, KANNADA, ODIYA, BHOJPURI, NEPALI (Sufficient for Verbal Communication).
Timeline
Peer Leader
University Canada West
09.2022 - Current
Service Delivery Agent
ScootAround Inc. (Port Of Vancouver)
06.2022 - 12.2022
Senior Operations Executive/National Key Account Manager
Flipkart Internet Private Limited (Walmart Owned)
02.2020 - 04.2021
Senior Quality Specialist- Last Mile Logistics
Amazon.com
06.2019 - 12.2019
Business Development Associate
BYJU's - The Learning APP
12.2018 - 05.2019
Customer Service Associate/Concession Audit-DST
Amazon.in
07.2017 - 11.2018
MBA - Project Management
University Canada West
Bachelor of Computer Applications - Computer Science
NSHM Knowledge Campus
Associate of Science - Physics, Chemistry, Mathematics, Biology
Don Bosco High School
High School Diploma -
GYAN VIGYAN ACADEMY
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