Manoj Hassanandani: in San Francisco, CA

Worked at Walmart eCommerce Headquarters based in San Bruno, California. Co-ordinating with various Category/Site Merchandising Managers for Website related tasks of item setup, product categorization, taxonomy and attribution to be executed by the Offshore team. • Leading offshore team for work allocation, prioritising, resource management for timely, quality delivery. • Resolved issues/queries faced by new 3P Marketplace Sellers at an initial stage of on-boarding on Walmart.com using Jira ticketing system, Confluence, Salesforce and other proprietary tools. • Received Client Appreciation for developing/maintaining department wise weekly and quarterly reports for senior management review.

Headed Non-Media Department comprising of 4 teams - Vendor Management, Order Fulfilment, Catalogue Management and Customer Service. Acting as a single point of contact for escalations for this Business Unit. • Hands on experience in Customer Service, Dropship Vendor tie-up, XML integration, B2C Catalogue Management, Taxonomy Mapping, Order Fulfilment, Fraud Prevention and Buyer-Seller dispute mitigation. • Successfully realized management objectives ensuring that SLA's are met and, any operational errors, threats or breaches are resolved within defined timelines. • Driving multiple product lines (electronics, home, apparel, games, automotive parts, kids, etc.) across various Marketplaces and company eCommerce websites. • Actively setting up processes and next level of leadership. Reduction in Returns using data analysis. • Successfully strategized, developed in-house and implemented CRM software. • Successfully designed and implemented Multi-channel Content/Inventory Management System. • Received Leadership award for the last 2 consecutive years.

• Led and managed small to large size Market Research projects; including project plan/schedule updates. • Involved in recruitment and allocating resources for all the multicultural projects within the organisation while monitoring progress as per budget and timelines. • Successfully collaborated with Vendors around the world for outsourcing projects thus generating a new revenue stream for the company.

• Manage, schedule, and track incoming project requests from various Client stakeholders. • Took care of day to day operations encompassing kick-off meetings, update meeting with PMs based in US & UK, resource scheduling with the internal planning team, etc. • Plan and act on customer feedback. Monitored and identified execution errors for performing root cause analysis so as to create fix or corrective action plan to drive out those defects. • Conduct team appraisals, one-to-one meetings and identify training needs for the team members. • Member of the ISO 270001 implementation team ensuring that all the processes and procedures were successfully implemented in the department.

Handled Customer phone support escalations for Dell process and resolved those within time-frame and top Customer Sat levels. • Led a team of 25 members, monitored their performance, conducted team appraisals and ensured that team and individual targets were met as per SLA. Presented team performance data at monthly management review meetings. • Carried out monthly performance calibration for calculating incentive of all process executives on the floor.

• Provided Phone technical trouble-shooting for top ISP (AOL) Customers in US. • Conducted Process Classroom training and On-Job- Training to new employees. • Worked as Quality Analyst and Probationary Team Leader.