Amit Takalkar
Hyderabad
Summary
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
Timeline
Device, Digital & Alexa Support Ops D2TS GrpM
Amazon Development Centre (India) Pvt. Ltd.
07.2017 - 02.2020
Team Manager (D2AS Ops)
Amazon Development Centre (India) Pvt. Ltd.
04.2017 - 07.2017
Customer Service Manager (D2TS)
Amazon Development Centre (India) Pvt. Ltd.
05.2016 - 04.2017
Customer Service Lead
Amazon Development Centre (India) Pvt. Ltd.
06.2012 - 05.2016
Quality Analyst
Amazon Development Centre (India) Pvt. Ltd.
05.2011 - 06.2012
Customer Service Associate
Amazon Development Centre (India) Pvt. Ltd.
05.2010 - 05.2011
Bachelor of Commerce - Commerce
University of Madras
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