Nilay Sinha
I bring extensive experience in merchandising, customer support, and operational roles, excelling in product management, sales support, and team collaboration. I adapt quickly to dynamic retail environments, consistently delivering excellent service and driving sales performance in fast-paced settings.
Onboarded 200+ suppliers, generating £3M+ in annual revenue and expanding product portfolio Managed 10M+ SKUs in Informatica and SAP, maintaining pipeline and exceeding monthly/quarterly targets Conducted market research and competitor analysis to inform content strategy and category planning Leveraged SQL, Google Colab, and Looker Studio to analyze data and deliver actionable insights Developed automation scripts to streamline tasks, including account management and server maintenance Built and maintained long-term supplier and stakeholder relationships, improving collaboration and efficiency Collaborated with cross-functional teams to resolve product issues, enhance workflows, and boost customer satisfaction
Led the review and correction of 2M+ SKUS, improving product categorization and title accuracy for better site discoverability Monitored and optimized key performance indicators, driving operational efficiency and process improvements Implemented process improvement initiatives to streamline workflows and reduce errors Provided technical support and product guidance, assisting customers and preparing accurate quotations
Mentored and trained 15 new CSAs, preparing them for operations roles and improving team readiness Consistently achieved key performance metrics including RAP, transfers, park, shrinkage, and SLA adherence Supported cross-skill operational units during peak business periods to maintain service continuity Acted as front-line escalation resource, resolving complex customer issues and enhancing satisfaction Contributed to process and performance improvements through team meetings and knowledge sharing, Documented customer interactions and operational procedures in support/ticketing systems, ensuring accuracy and knowledge sharing
Managed and monitored a team of 35 staff, tracking performance through KPIs, KRAs, and scorecards Conducted quality checks on content uploads, ensuring accuracy and compliance with standards Prioritized and executed multiple deadline-driven projects, improving operational efficiency
Maintained engaging, accurate website content, enhancing vendor and customer experience Researched, wrote, and edited technical troubleshooting guides using CMS tools (Zendesk) Coordinated daily delivery operations, optimizing routes and ensuring timely order fulfillment Collaborated with internal teams and drivers to streamline workflows and improve efficiency Communicated with customers to resolve inquiries, ensuring high satisfaction and supporting promotional initiatives