JESWIN JOHNS

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Spearheaded customer experience enhancement projects aimed at improving offline partner satisfaction, and end-user service quality.
• Collaborated with offline business partners to identify pain points in warranty and operational processes, translating them into actionable, tech-driven solutions.
• Designed and implemented SOPs to standardize warranty and service operations, ensuring improved process control and consistency.
• Built and led a high-performing team to handle warranty ticket escalations, achieving lower turnaround times (TAT), and better operational efficiency.
• Partnered with warranty operations to analyze recurring issues, developed strategic interventions, and ensured successful on-ground implementation.
• Drove cross-functional coordination between sales, service, and tech teams to streamline operations and elevate the offline customer experience.

• Successfully expanded Width of Distribution (WOD) in the North Kerala offline market, driving significant growth in regional sales.
• Strategized and executed market development plans to boost Home Audio category sales, achieving higher market penetration and revenue.
• Built strong relationships with offline retailers and distributors, ensuring seamless product availability, and improved sell-through.
• Conducted periodic market visits to gather insights on retailer feedback and the competitive landscape, enabling data-driven sales strategies.
• Expanded market share through effective prospecting, lead generation, and negotiation skills.

Content Reviewer – Search Relevance.|Amazon Advertising Team.

• Earned a license to operate by exceeding precision and quality benchmarks during on-the-job training.
• Developed and executed a fast-track training plan for mentees, enabling them to complete OJT and certification in half the standard time.
• Redesigned SOPs to improve review accuracy and process efficiency, directly contributing to stakeholder goal alignment.
• Served as the POC for the Error Repository, driving the resolution of recurring issues through root cause analysis.
• Recognized by management for strong bias for action and consistent ownership of additional responsibilities.
• Acted as a Subject Matter Expert for key domains, supporting peers with complex reviews, and providing quality guidance.
• Mentored and upskilled junior team members, fostering high team performance and output quality.

• Handled and resolved 320+ customer inquiries per week, consistently exceeding benchmarks for productivity, quality, and process adherence.
• Commended in performance evaluations for demonstrating strong initiative, persuasive communication, and a high level of customer focus.
• Acted as the Point of Contact (POC) for process updates, ensuring seamless communication, and implementation of new procedures across the team.

• Successfully completed the training and got certified to grad bay.
• Got Accolades from team lead for strong work ethics and good customer satisfaction.

Quality Floor Supervisor → PDI (Pre-Dispatch Inspection) In-Charge.

• Promoted to PDI In-Charge after successfully demonstrating leadership, and technical expertise in quality operations.
• Led and trained a quality inspection team, implementing standardized testing procedures, and developing SOPs to improve process consistency.
• Managed the ERP system for the quality department, ensuring accurate tracking and reporting of inspection data.
• Received accolades from the Quality Manager for exceptional leadership, and effective problem-solving in operational challenges.

• Served across three financial quarters, delivering accurate financial transcriptions while maintaining strict confidentiality and data privacy.
• Managed multiple transcription projects simultaneously, meeting tight deadlines without compromising quality.
• Collaborated effectively with transcriptionists and clients, ensuring seamless communication, and exceptional project outcomes.