Summary
Overview
Work History
Education
Skills
Languages
Awards
Timeline
Generic

Amrutha Gangavathi

Bangalore

Summary

Operations & customer success Manager, Squad Stack. Operations Lead providing sound knowledge on customer success and delivery. Capable of driving delivery and ensuring operational SLAs are met by performing complex functional system analysis, design, training and implementation. Skilled process expert ready to bring 8+ years of experience and take on challenging new role. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

8
8
years of professional experience

Work History

Customer Success and Service Delivery Manager

Squad Stack
Bangalore
08.2022 - Current
  • As a lead I have been driving delivery and success team and ensuring all operational SLAs are met
  • Handling clients or customers and understanding the expectations
  • Working on customer success metrics and improve customer experience
  • Handling customer objections, queries and solving them with constructive approach
  • Actively pursuing strategic and operational objectives to ensure customer requirements are catered
  • Contribute to process improvement - identify inefficiencies in the system and provide necessary inputs to fix them and streamline the process
  • Creating reports on daily basis to ensure overall health of the platform and flag off the anomalies
  • Align with supply, quality and training team to ensure delivery team goals are met and customer expectations are delivered in time
  • Have successfully handled clients like Glance, Games 24
  • 7, Nathabit and many across similar domains
  • Understanding the pulse of the customers and the scope of the project, setting the right expectations and achievable goals
  • Work on proactive action plans to avoid any blockers in the success of the projects.
  • Coordinated with external vendors and suppliers as required in order to facilitate timely completion of projects within budget constraints.
  • Reviewed monthly invoices generated for each account ensuring accuracy prior to submission for payment processing.
  • Produced thorough, accurate and timely reports of project activities.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Reviewed completed work to verify consistency, quality and conformance.

Team Lead| Product Assurance

Amazon
06.2020 - 07.2022
  • As a team lead, I managed 15 people, and was responsible in maintaining the team’s metrics and trend green w.r.t to Productivity, SLA and quality of the team
  • I was part of on boarding of new process called product Assurance along with multiple automated approaches of identifying the non-complaint product in the catalogue and suppressing them
  • I was responsible of setting up the process end to end from training the folks to getting them on floor
  • During this process I worked with multiple stakeholders to understand the need and created related SOP’s and set up the process framework
  • Apart from the stakeholder connects, I was also part of seller messaging team which was responsible of handling Appeals and respond back to seller by communicating the necessary required documents within the SLA
  • Set up end-to-end escalation management framework for the process which included workflow of handling escalations, conducting deep dives, required AHT, TAT to closure and the reporting in detail for future references.

Process Expert| Cops

Amazon
06.2019 - 05.2020
  • As process expert I worked on use cases escalated by stake holders and conducted necessary deep dives, 5 whys and reporting of these cases
  • Worked on implementation of a small-scale automation called Oblio which auto closes NVA (non-value added) tickets avoiding manual intervention on them
  • Working with SeSu (Seller support) team of HYD node to reduce the inflow of non-genuine appeals to Cops
  • I was handling the queue along with assigning task based on priorities and close them within the ETA
  • Identify the dependencies and other factors causing the delay in closing the tickets and resolve the issues within my scope
  • Otherwise, highlight it to the respective POCs and loop in managers and follow up accordingly.

Sr. Associate| Cops

Amazon
10.2017 - 06.2019
  • As Sr
  • Associate I worked on multiple initiatives, C-Ops on-boarded medical device process for seller appeals in Q4’18 end-to end Team migrated from existing tool to new tool called Model studio in Sep 2018
  • I was responsible of providing the complete analysis in prior to this migration such Time motion study, productivity issues, HC’s requirement etc
  • Re-structuring of process SOP to more detail and made it global
  • Connected with all the nodes (DE, FR, IT, ES) to align on the same and conducted multiple sessions of walkthrough
  • Identifying the pain areas and process interventions with Seller Support teams and resolving the same
  • Acting SME to do the allocation of work, calculating shrinkage and HC planning and weekly reporting.

Associate| Cops

Amazon
02.2016 - 10.2017
  • As associate and a fresher, I ensured I learnt the process well and understood the business requirements and the output to be delivered as expected
  • I was responsible on reviewing products on catalog and review them to be compliant or non-compliant as per the guidelines provided by legal counsel
  • I ensured I delivered expected results and maintained my quality and always stood on top in the stack ranking
  • Based on my performance and quick learning skills I was moved to seller appeals process which included addressing seller issues raised by seller support team in 4 months after production
  • Worked with the team during high backlog and was publishing reports on how the queue is handled along with daily backlog report and open count.

Education

Completed My Engineering Degree in Computer Science -

R.Y.M.E.C
Ballari
06-2015

Skills

  • Building customer loyalty and fostering long-term customer relationships by ensuring that customers have a positive experience
  • Assist customers in accelerating their sales, work together and improve their process to achieve set goals
  • Take ownership on tasks assigned and adhere to timelines
  • Creating reports on daily basis to ensure overall health of the platform and flag off the anomalies
  • Customer handling and success management Escalation management
  • Quality assurance
  • Stakeholder relations
  • Documentation management
  • Training coordination
  • People Management
  • Service Level Agreements
  • Escalation Management
  • Workflow Management
  • Account Management
  • Project Management
  • Schedule Coordination

Languages

  • English
  • Hindi
  • Kannada
  • Telugu

Awards

  • Completed the train the trainer certification program.
  • Best supportive Team Lead for the year 2020 - 2021 (In the hard times of pandemic)
  • Received Accolades from GDN, IAS node for cross training and setting up process in March-April 2021
  • Above and beyond award for 2 quarters Q’3 and Q’4 in 2019
  • Miss dependable/employee of the year 2018
  • Ace of Spades for topping the stack for consecutively 4 months in 2017
  • Incentives for achieving customer goals and making the business stable within stipulated time.
  • Squad light appreciation during my tenure for successfully upselling projects.

Timeline

Customer Success and Service Delivery Manager

Squad Stack
08.2022 - Current

Team Lead| Product Assurance

Amazon
06.2020 - 07.2022

Process Expert| Cops

Amazon
06.2019 - 05.2020

Sr. Associate| Cops

Amazon
10.2017 - 06.2019

Associate| Cops

Amazon
02.2016 - 10.2017

Completed My Engineering Degree in Computer Science -

R.Y.M.E.C

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Amrutha Gangavathi