SWATI NAVIK
Six Sigma Black Belt
Bengaluru
Summary
Detailed Process Manager with over 12 years of experience in change management, process improvement and efficiency within ecommerce, networking etc. Innovated new processes and positive impacted profit margins, efficiency and quality. Outgoing personality proven to win over stakeholders and successfully promote new methodologies.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Business Process Manager (Six Sigma Black Belt)
Juniper Networks
4 2023 - Current
- Responsible for leading project portfolios under Customer Excellence pillar
- Quality of Life Project Portfolio: Currently managing and designing change management process for direct clients for the End of Life (EoL) and End of Engineering (EoE) software for Juniper Products
- Postmortem Analysis: Initiated and managing retrospective analysis of all 'Hot Accounts' escalation at the Global Level and driving the process improvement initiative under the postmortem charter
- Six Sigma Green Belt Training Program: Designing and conducting Six Sigma green belt certification training for 33 employees within the organization
- Designed a mentoring focus group to mentor the GB projects post training.
Process Excellence Manager (Manager II)
Amazon Development Centre (India) Pvt. Ltd.
08.2021 - 04.2023
- Responsible for driving cross functional projects for smooth experience for internal clients & customers
- Scaling ideas across marketplaces & processes through continuous improvements
- Project Greenlane: Successfully certified Amazon Australia for Greenlane certification from Dept of Agriculture, Water & Environment (DAWE) which would enable 10% additional selection with GMS impact of ~$8MM
- Project Albatross: Successfully launched Project Albatross (AU/NZ) which is an inventory sharing program to increase the selection for NZ customers wherein Amazon AU acts as exporter of records for all shipments
- Project was launched in July, 2022 and has enabled ~75K shipments against GMS value of AUD 1.2 MM
- Business Metric Utilization: Liaised with Business, Program & Ops teams to create & drive key KPIs
- These metrics provided the end to end picture of the import/export programs
- Launched an automated dashboard for visibility
- Risk Mitigation: Launched broker audit process and established consistent feedback mechanism for the broker (DHL global forwarding)
- Broker like (DHL Global Forwarding - DGF) declare HTS codes with the custom authorities on behalf of Amazon
- This code declared by the DGF determines the duty rates that need to be paid by Amazon for import
- Improved quality of the broker by ~5% (Q3 broker accuracy met the target for the first time in 2021 at 98.03% as opposed to Q1 & Q2 average performance of ~93%)
- WW Operations Team Quality Improvement Initiative: Launched skill based work allocation program for trade compliance team in all the nodes
- Post Implementation, WW DPMO in complex chapters WW by 21% (from 23654 to 18658) and contributed to overall DPMO reduction of 28.4% across all marketplaces
- Document Review Automation: Launched document review automation through the launch of Kingfisher tool which works on 1) Amazon Textract uses Optical Character Recognition (OCR) technology to automatically detect printed text, handwriting, and numbers in a scan or rendering of a document 2) Amazon Translate technology which is a neural machine translation service
- This project reduced ~25% of the overall volumes and saved ~2 FTEs.
Compliance Manager
Amazon Development Centre (India) Pvt. Ltd.
04.2020 - 08.2021
- People Management: In charge of managing a team of 20 compliance associates in Trade compliance team
- Involves great deal of people management, performance management and stakeholder management
- Stakeholder Management: Handled AU MP stakeholders - Retail business team & Program Team Optimal Classification Launch: Launched a Six Sigma project on volume reduction project with the WW nodes
- Clickstream Project: Small Scale Automation project for correct capture of AHT on the tool used for classification
- EWS Launch: Designed a tool for capturing early warning signals to increase talent retention for ops team using sharepoint and data visualization tools like Quicksight.
Credit Manager I
Dell Technologies
06.2019 - 04.2020
- In charge of managing a team of 16 investigators and internal Quality team
- Involves great deal of people management, performance management and stakeholder management
- Completed a project on employee satisfaction and brand building with satisfactory results of increase in the score by 25%.
Fraud investigations manager
Amazon Development Centre (India) Pvt. Ltd.
05.2016 - 06.2019
- European Site Setup: Set up site in Prague for TRMS by leading 1) Hiring (40 job postings), 2) Performance Management (improved quality performance for amazon.it TRMS team from 89% to 98.91%)
- Cost Savings: Designed cluster widget from scratch (a tool for better abuse identification) which improved productivity of associates by 30%
- Worked on the design and all Time & Motion studies related to it and successfully launched within 3 months
- Led three other abuse program launches, which involved content writing of the standard operating procedures, training, legal approvals and engineering inputs; Up-skilled the team and produced close to 20,000 cases per month
- Concessions abuse, reseller abuse and replacement abuse
- Launched offline queuing of reseller abuse program which prevented reduce abuse capture loss by 25% ($1.5MM) for phase 1 of the project; Pioneered this best practices were shared with worldwide audience
- Also worked with stakeholders for buy-ins and drafted SOPs followed by collaboration with legal teams for policy creation; Program was launched successfully in 2016.
Team Lead
Amazon Development Centre (India) Pvt. Ltd.
02.2015 - 04.2016
- Handled a team of 15 associates
- Conducted operational activities like 1o1s, weekly business reviews etc.
Quality Analyst/Peak Time Lead
Amazon Development Centre (India) Pvt. Ltd.
08.2014 - 01.2015
- Completed quality audits - 5 audits per investigator for the overall span of 50 investigators in BLR
- Calibrated with QA teams in HYD and reviewing process changes etc.
Investigations Specialist Sr.
Amazon Development Center (India) Pvt. Ltd.
03.2012 - 08.2014
- Working on abuse cases:- achieving required productivity with acceptable quality
- Maintaining and delivering on both the metrics.
Education
Masters in Biotechnology -
Bangalore University
06.2008 - 05.2010
BSc Biotechnology - undefined
Panjab University
06.2005 - 05.2008
Skills
Lean Six Sigma
undefinedWebsites
Certification
Lean Six Sigma Black Belt Certificate, 12/2019, Benchmark Six Sigma, 87%
Accomplishments
- Set up operational aspects for TRMS at the Prague site in 2017
- Outstanding Contribution in TRMS" award from the TRMS Global Director
- Best Team Lead" Award in Q2, 2015
- Above and Beyond" award for outstanding contribution in Q4, 2013
- 3 awards for being an ace Quality Auditor.
- 13 'Investigator of the month' and 4 Quality Pundit awards for the quarter
Resume Source
CVwizard.com
Timeline
Process Excellence Manager (Manager II)
Amazon Development Centre (India) Pvt. Ltd.
08.2021 - 04.2023
Compliance Manager
Amazon Development Centre (India) Pvt. Ltd.
04.2020 - 08.2021
Credit Manager I
Dell Technologies
06.2019 - 04.2020
Fraud investigations manager
Amazon Development Centre (India) Pvt. Ltd.
05.2016 - 06.2019
Team Lead
Amazon Development Centre (India) Pvt. Ltd.
02.2015 - 04.2016
Quality Analyst/Peak Time Lead
Amazon Development Centre (India) Pvt. Ltd.
08.2014 - 01.2015
Investigations Specialist Sr.
Amazon Development Center (India) Pvt. Ltd.
03.2012 - 08.2014
Masters in Biotechnology -
Bangalore University
06.2008 - 05.2010
BSc Biotechnology - undefined
Panjab University
06.2005 - 05.2008
Business Process Manager (Six Sigma Black Belt)
Juniper Networks
4 2023 - Current
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