Dynamic leader with 10 years of experience at Amazon Development Centre, specializing in team performance and engagement. Expertise in project management and data analysis, with a history of mentoring future leaders and implementing effective process improvements. Achieved operational goals while significantly enhancing team productivity and morale.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Device, Digital & Alexa Support Ops D2TS GrpM
Amazon Development Centre (India) Pvt. Ltd.
Hyderabad
07.2017 - 02.2020
Drove performance goals for 50-80 associates, aligning with network vision.
Guided Team Managers in implementing process improvements and effective management strategies.
Developed training programs to enhance team quality and boost productivity.
Collaborated with partners across Amazon to identify and resolve D2AS network issues.
Coordinated with Programs teams for successful new device launches across the network.
Addressed productivity gaps by working closely with CP and workflow teams.
Mentored new managers to expedite learning curves and cultivate future D2AS leadership.
Team Manager (D2AS Ops)
Amazon Development Centre (India) Pvt. Ltd.
04.2017 - 07.2017
Led development of a team of 10-20 associates, fostering individual growth through tailored development plans.
Facilitated hiring processes for new sites in Noida and Coimbatore, ensuring effective talent acquisition.
Delivered performance results while providing coaching to enhance team capabilities.
Supported critical product launches across the network to drive operational success.
Customer Service Manager (D2TS)
Amazon Development Centre (India) Pvt. Ltd.
05.2016 - 04.2017
Led development of team comprising 30 to 60 associates, enhancing operational efficiency.
Drove continuous improvement culture through Kaizen and lean methodologies.
Identified and eliminated barriers to accuracy, productivity, and quality outcomes.
Mentored new managers, expediting learning curves for future Customer Service Managers.
Executed delegated responsibilities as second in command to Operations Managers.
Established performance goals aligned with network-wide objectives and vision.
Collaborated with partners across Amazon to resolve emerging issues within D2AS network.
Customer Service Lead
Amazon Development Centre (India) Pvt. Ltd.
06.2012 - 05.2016
Led and developed a team of 10 to 20 associates, ensuring high performance and motivation.
Created an environment fostering trust, open communication, and innovative thinking.
Coached team members to achieve deliverables through targeted development strategies.
Facilitated problem-solving sessions to enhance collaboration and teamwork.
Maintained healthy group dynamics, addressing conflicts promptly to promote cohesion.
Encouraged creativity and risk-taking, driving continuous improvement initiatives.
Recognized team and individual achievements, celebrating exceptional performance regularly.
Ensured compliance with policies, escalating non-compliance issues to appropriate authorities.
Quality Analyst
Amazon Development Centre (India) Pvt. Ltd.
05.2011 - 06.2012
Streamlined QA process to enhance efficiency and effectiveness.
Served as point of contact for initiating and coordinating calibration sessions for leads.
Assisted PIP associates with process refreshers and ongoing support.
Customer Service Associate
Amazon Development Centre (India) Pvt. Ltd.
05.2010 - 05.2011
Assisted customers with online retail shopping, enhancing overall experience.
Resolved customer queries via email and chat in a timely manner.
Contributed to Kaizen initiatives for process improvement.
Provided support to teammates, ensuring faster resolution of issues.
Served as subject matter expert for chat team, training new hires effectively.
Education
Bachelor of Commerce - Commerce
University of Madras
Skills
Adaptability to change
Team leadership
Employee engagement
Data analysis and design
Data presentation
Problem resolution
People management
Project management
Certification
I have been a part of two Kaizen projects, the L&D team, and Audible subscriptions, and SAKE for the reduction of transfers
Worked on the post-launch reporting of two Echo devices for the network
Won the Best GrpM award for Q1 and Q3 in 2018
Conducted two family day events and was part of the PPP core team for 2017 and 2019
Was the GrpM engagement POC for D2AS in 2018?
Won the CSM award in Q3 2016, and the people manager award in Q2 2017
Was selected for the hiring drive for new sites (Noida and Coimbatore)
As the CS Lead, I worked on a project to have NEFT as the refund method for all special case refunds
Was part of the Amazon.in and Amazonbusiness.in launch teams as CS lead
I was part of the pilot batch of the QA team
Trained and certified in making great hiring decisions
Manager - Selling Partner Support at Amazon Development Centre India Pvt LtdManager - Selling Partner Support at Amazon Development Centre India Pvt Ltd