Anil Kumar
Team Manager
Noida
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Team Manager
Amazon Development Center
06.2020 - Current
- Carry out managerial responsibilities for 20-25 employees in accordance with company’s policies and procedures in planning and assigning work, rewarding and reviewing employee’s performance, and effective conflict resolution techniques.
- Conduct regular audits for deployed security controls (Physical, Digital) and coordinate with Executive team for review
- Conducting Gemba walks, fun activities etc to improve team engagement and collaboration Handle and develop a team of 20-30 associates; responsible for overall performance management, coordination and evaluation of team
- Develop communication products (presentation, overviews, reports, project summaries, illustration etc.) for business reviews and reporting purpose
- Lead and motivate associates through 1:1s, behavioral and customer handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals
- Ensure schedule adherence, workflow accuracy and team productivity goals are met and that administrative tasks (time keeping and payroll inputs) are accurate and on time.
- Regular monitoring, coaching and timely feedback to help associates improve their efficiency and meet their targets.
- Preparing operations performance reports by collecting, analyzing, and summarizing data and trends.Build and Implement SOP’s, Managing workflow and day to day operations.
- Core Member of US Heavy Bulky Services and Search & Rescue team launch at DEL18 site.
- Preparing performance and quality Reports for Site and Network. Evaluation of employee performance and coached and trained team members, increasing quality of work and employee motivation.
Concessions Program Analyst
Amazon
- Text miner tool usage to create new queries which will help in SIC automation on Caracara (New tool for Customer Service). Worked for NA to IN flex movement and published CS India delivery reports on movements at CS India level and at Site level
- Found areas of opportunity to work in regards to A-Z claim and connected with A-Z product team to understand background query. Took ownership and worked on Carrier Depriotization requests at DEL18 site and resolved trouble tickets
Quality Analyst
Amazon
- Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled. Drive reduction of non compliance activities through audits and fixing with back end teams.
- Contact Driver monitoring using Heartbeat, contact to CX1 Highlighting trends to CPA before there are SL misses Ensuring OU Bridges are covered at all times and responded to in timely manner
Senior Associate & Resolution Specialist
Amazon Development Center Pvt Ltd
- Worked in Escalation team for North America wherein I handled promotion and gift card related issues. Escalated problems systematically to relevant stakeholders to reduce promotional errors. Worked for Author Central which assisted authors/publishers to make required changes in book detail page of website or author pages
- Maintained performance of aligned teams by regularly appreciating efforts put through them by sending out flyers to whole site about their performance
- Drive and showcase extensive ability to drive, quality, productivity and process improvements and keep pace with growth while motivating others to meet challenges of customer-focused and metric driven environment
Education
MBA - Operations Management
NMIMS
Noida, India 12.2021 -
EIE
GITAM University
Visakhapatnam 04.2011 - 04.2015
10+2 - State board
Narayana Junior College
Secunderabad 04.2010 - 04.2011
CBSE (X) - undefined
Kendriya Vidyala Trimulgiri, Secunderabad
Skills
Time management
undefinedCertification
Certified in Amazon Customer Excellence System (ACES) Stage I (2016), Stage 2 (2017)
Awards
- Outstanding performance award Q1-24.
- Outstanding leader award received in 4 quarters of 2022-23.
- Participated in 2017 KAIZEN month event for reduction of concessions - Amazon Now
- Won Customer Delight Award for most Customer delight contacts in the team for the month of October 2016.
- Won in CDP marathon for 3 consecutive times (Peak’2016 - Q1 2017).
- Supported as PMO and acting Infosec lead - Content oriented.
Timeline
MBA - Operations Management
NMIMS
12.2021 -
Team Manager
Amazon Development Center
06.2020 - Current
EIE
GITAM University
04.2011 - 04.2015
10+2 - State board
Narayana Junior College
04.2010 - 04.2011
Concessions Program Analyst
Amazon
Quality Analyst
Amazon
Senior Associate & Resolution Specialist
Amazon Development Center Pvt Ltd
CBSE (X) - undefined
Kendriya Vidyala Trimulgiri, Secunderabad
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