AKSHAY RANA
Summary
Results-driven Learning & Development leader with 9+ years in global customer service operations, training program ownership, and interim people management across India, North America, Japan, Australia, and Canada. Trained and onboarded 8,000+ new hires, managed readiness for 5,000+ associates during peak periods, and led the R&R permissions rightsizing initiative covering 2,200 managers — contributing to a headcount authorization reduction from 6,000 → 2,300 (62% reduction). Proven expertise in AI-enabled learning, cross-functional program management, compliance governance, and data-driven operational excellence.
Overview
7
7
years of professional experience
Work History
Senior Training Specialist (L4)/Extended Training Manager Role
AMAZON GLOBAL CUSTOMER SERVICE
12.2021 - Current
- R&R (Research & Resolve) Permissions Rightsizing & ACA Pilot Enablement (2026) 1. Led the end-to-end R&R permissions rightsizing initiative for the Stores and CAP team, covering 2,200 managers and senior managers. Mapped search patterns, validated use cases, and documented job role justifications for the Automated Contextual Authorization (ACA) pilot, contributing to a 62% headcount authorization reduction (6,000 → 2,300) and supporting the VP-level goal to reduce non-contextual R&R access by 88% by year-end, while ensuring 95% of searches remained unaffected.
- Global AI Learning & Technology Initiatives (2025–2026) 2. Authored 13 issue-classification resolutions and developed multi-turn AI learning scenarios using the FARES model for the global AI-powered learning initiative. Supported the Jarvis AI tool launch and ensured smooth integration of AI-level scenarios into assessment processes, enabling scalable AI learning across 6 geographies and directly influencing the September global launch.
- 3. Completed a comprehensive Time & Motion Analysis as part of the Training Technology Scale Initiative, mapping trainer effort distribution across daily tasks. Identified automation opportunities in feedback management, audit processes, and attendance workflows, supporting the global initiative to free trainer capacity for higher-value activities.
- Cross-Geography Training & Transition Programs (2024–2026) 4. Executed the IN-to-JP marketplace transition for 132 CSAs across 3 batches, managing classroom delivery, daily performance reviews, and leadership reporting. Customer satisfaction detractor score improved from 22% → 18.15% with transfer rate at 17.99% and park rate at 22%.
- 5. Led the transition of 211 CSAs from global programs (D2, UK CAP, IN CAP) to NA Primary during a critical volume period. Managed end-to-end 5-day structured training covering SDL, ILTs, mocks, and practice hours with 82.6% effective attendance. Transitioned CSAs achieved 72% RAP and 9.2% CCxO Bottom Box by Week 6.
- 6. Planned and delivered SDL/ILT training for the AU/SG to JP Message Us transition covering 40 CSAs across 5 ILT slots, including JP culture, chat workflows, and tool navigation. Achieved zero operational disruption and built scalable knowledge repositories for ongoing reference.
- Large-Scale Onboarding & Workforce Readiness (2024–2026) 7. Served as primary NHO coordinator for DEL18, managing badging, IT onboarding, transport, facilities, and Day-1 readiness. Successfully onboarded 936+ new hires across 34+ batches (including 483 in H1 2026 across 19 batches), ensuring a consistent Day-1 experience.
- 8. Led Project Uday (IXC 10 integration), taking full ownership of onboarding 1,234 night-shift CSAs and completing photo badging for 1,764 employees at 100% within 3 weeks. Coached IXC trainers on policies, NCNS protocol, and IT onboarding flow.
- Training Excellence & Batch Performance (2024–2026) 9. Managed 19+ NH batches across NA and JP profiles with structured training plans and data-driven interventions, delivering average 79.89% FPY and 80.18% throughput (96.81% excluding attrition). JP batches achieved up to 96.15% throughput.
- 10. Mentored NA CAP trainers across 20 batches (484 NHs), launched Project Flash with CHT awareness flyers, and maintained weekly performance dashboards. Reduced average handle time from 17 min → 12.10 min and achieved 76.24% overall throughput with 369 successful transitions.
- Compliance, Governance & Shrinkage Management (2024–2026) 11. Managed shrinkage data for 6,692 new hires across 390 batches with daily reporting accuracy. Created SOPs, flyer repositories, and governance mechanisms. Resolved 1,552 backlog cases at 100% and closed all 46 pending Zone 1 cases within 8 days.
- 12. Independently designed a Global Contact Compliance SDL module covering 8 critical compliance parameters, launched for 5,500+ learners across Asia-Pacific and Latin America with 56% completion shortly after rollout.
- 13. Managed Zone 1 audit compliance for 518+ learners, tracking learning completion, mandatory assignments, and protocol adherence. Completed audit with zero observations or compliance misses.
- Communication Training & Quality Improvement (2024–2025) 14. Designed and executed Project AIM — communication training for 164 Team Managers across 7 batches and 80 QA specialists across 4 batches. TM scores improved by average 861 bps (up to 1,633 bps); QA scores rose from 48.65% → 67% (+1,850 bps).
- 15. Delivered NA Account Change refresher ILT sessions reaching 523 CSAs and 41 TMs across 2 phases with a 10-question PKT. RAP scores improved by +455 bps; CCxO Bottom Box reduced by 192 bps.
- Trainer Development & Content Creation (2024–2026) 16. Designed the 2-week Plan Fusion program and UT Certification, certifying 24 Communication Coaches who independently managed NH batches as Universal Trainers.
- 17. Created 810-min (Chat) and 855-min (Phones) SDL learning paths for the DART transition of 17 specialists, with a 3-day hybrid training plan. Completed transition on time with zero escalations.
- 18. Led the NH Engagement and Retention initiative, consolidating fragmented approaches into a standardized playbook with 15 engagement activities and 6 energizers, now adopted across 290 batches for the 2025–26 onboarding cycle.
- Interim Training Manager
- March 2024 – January 2025
- Acting Training Manager, managing end-to-end training operations, people leadership, and cross-functional governance for Zone 1.
- End-to-End Training Operations Ownership 19. Managed end-to-end training operations as Interim Training Manager, overseeing batch launches, trainer assignments, graduation governance, and performance reporting for Zone 1. Took ownership of 19 NH batches (576 HC) with an average 79.89% FPY and 80.18% throughput, ensuring consistent delivery across NA Phones, Account Change, HBS, and MU profiles.
- 20. Led people management responsibilities including trainer coaching, performance reviews, career development conversations, and workload balancing across a team of trainers and communication coaches. Guided first-time trainers (28) through initial batch ownership, ensuring successful outcomes including 88.89% FPY on mentored batches.
- 21. Owned Zone 1 pending NH case management, resolving 112 backlog cases by April 2024 through daily coordination with training leaders, operations leaders, and HR. Created a centralized communication platform for stakeholder collaboration, managing graduation cycles, attendance monitoring, and non-graduation exits.
- Key Initiatives & Governance Programs 22. Drove the DUR Decoded initiative to reduce DART dependency, circulating structured flyers and coaching materials to trainers. Reduced DART usage from a 10% target to 5–7% actual, with over 6,500 NHs receiving coaching on the new process.
- 23. Served as administrator and POC for the NA Account Change training plan, maintaining and updating the 8-week training framework and facilitator guide. Onboarded 512 NHs across 21 batches using this plan, with graduated batches achieving 78% FPY.
- 24. Managed daily shrinkage governance across NA Customer Service India, sharing weekly data with senior leadership. Maintained shrinkage below the 20% target through collaboration with PoCs and core team members, managing shift schedules and addressing attrition cases promptly.
- 25. Coordinated 38 NHO sessions for Zone 1, managing badging, IT setup, and Day-1 readiness. Published graduation summaries for Zone 3 and Zone 4 training managers and guided trainers in extended roles managing up to 23 batches simultaneously.
- Cross-Functional Projects & People Programs 26. Led cross-functional initiatives including Project THOR (POC for shrinkage transformation), content creation for NA and CA stores, RAG analysis for CAP TMs/QAs/CSAs, and the BQ Project in Weeks 46–48 for RAP and CCxO improvement. Resolved 12 impersonation cases with Zone 1 HR leaders within 2.5 weeks.
- 27. Trained 52 SMEs across 30 batches on the contact tracker system, creating SIC-based SharePoint and SDL materials to reduce SME dependency for new hires. Collaborated with the program team to formulate data-driven training content improvements.
- 28. Supported DEI initiatives for Persons with Disabilities (PWD), monitoring training phase retention, providing tailored accommodations, and sharing weekly confidential updates with the core team while maintaining full compliance with the DEI governance model for the year 2024-25 with 187 HC moving from training to operations
Training Specialist (L3)
AMAZON GLOBAL CUSTOMER SERVICE
05.2019 - 11.2021
- 34. Delivered classroom and on-the-job training for multiple NH batches across NA profiles, managed learner assessments, and provided daily performance feedback. Launched specialty skills at the site including NA HBS (Heavy Bulky Services) and NA Search & Rescue. Built foundational training delivery expertise across multiple profiles and cohorts, leading to promotion to L4 Senior Training Specialist.
Operations Team Manager
AMAZON GLOBAL CUSTOMER SERVICE
03.2020 - 02.2021
- Team Leadership, Batch Management & Performance Ownership 29. Managed 2 NH batches across Phones and Account Change profiles, overseeing a team of 41 associates through their full training-to-production lifecycle — including daily performance coaching, quality audits, handle time optimization, and escalation management. Ensured all associates met graduation benchmarks on time with consistent performance on customer experience metrics.
- 30. Designed and maintained a central data repository consolidating performance metrics, handle time trends, quality scores, and feedback survey results for 53 Team Managers. Prepared structured weekly business review (WBR) decks with variance analysis and action items, enabling data-driven decision-making for senior leadership with 100% metric coverage every week.
- 31. Conducted weekly 1:1 feedback sessions with each associate, analyzing individual call recordings and creating personalized improvement plans based on handle time breakdowns and customer feedback survey scores. Drove measurable improvement in average handle time and customer satisfaction across the team.
- 32. Implemented structured team engagement activities, managed shift scheduling, and served as the primary escalation point for complex customer issues. Maintained team stability and morale during peak operations with minimal unplanned attrition and consistent service-level adherence.
- 33. Acted as the bridge between training facilitators, quality analysts, and operations leadership- coordinating calibration sessions, sharing real-time performance data, and aligning on intervention strategies. Streamlined the training-to-production handoff, reducing ramp-up time for new hires and ensuring seamless integration into live operations.
Education
PGDBA & PGDM - Operations Management
IMT Ghaziabad CDL
GhaziabadIMT Ghaziabad CDL -
B.Tech - Electronics & Communication Engineering
JSS Academy of Technical Education
NoidaSkills
- Learning and development
- Program management
- People leadership
- Instructional design and curriculum development
- End-to-end program ownership
- Trainer mentoring and team management
- AI-powered learning design
- Stakeholder delivery and collaboration
- Performance governance and career development
- Analytics and reporting
- Compliance and data protection
- Workforce readiness and audit management
- Performance dashboards and analysis
- Rightsizing permissions and ACA enablement
- Policy compliance and governance frameworks
- Advanced Excel skills
Leadership Strengths
- Accountability
- Results Orientation
- Trust Building
- Innovation & Simplification
- Customer Focus
- Analytical Depth
- Continuous Learning
- L&D Leadership
- Training Program Management
- Workforce Enablement
- AI-Enabled Learning
- Global Program Delivery
- Compliance & Data Governance
Impact Scorecard
- R&R Authorization HC Reduction, 6,000 → 2,300 (62%), Stores & CAP team — 2,200 managers covered
- New Hires Trained & Onboarded, 8,000+, Across 6 geographies, 34+ batches
- Peak-Period Workforce Managed, 5,000+, Simultaneous multi-program readiness
- Global Self-Paced Learning Reach, 5,500+, Asia-Pacific & Latin America compliance module
- Customer Satisfaction Improvement, 22% → 18.15% detractor, IN-to-JP transition (132 reps)
- Average Handle Time Reduction, 17 → 12.1 min, Project Flash coaching initiative
- First-Contact Resolution Improvement, +455 bps RAP, NA Account Change refresher (523 reps)
- Shrinkage Governance Coverage, 6,692 NHs / 390 batches, 1,552 backlog cases resolved at 100%
- Engagement Playbook Adoption, 290 batches, 15 activities + 6 energizers cross-site
- DART Dependency Reduction, 10% target → 5-7% actual, 6,500+ NHs coached on DUR
Timeline
Senior Training Specialist (L4)/Extended Training Manager Role
AMAZON GLOBAL CUSTOMER SERVICE
12.2021 - Current
Operations Team Manager
AMAZON GLOBAL CUSTOMER SERVICE
03.2020 - 02.2021
Training Specialist (L3)
AMAZON GLOBAL CUSTOMER SERVICE
05.2019 - 11.2021
PGDBA & PGDM - Operations Management
IMT Ghaziabad CDL
IMT Ghaziabad CDL -
B.Tech - Electronics & Communication Engineering
JSS Academy of Technical Education