Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Anish Kumar

Operations Manager
Hyderabad,TELANGANA
Anish Kumar

Summary

Seasoned professional with over 15 years of experience in Operations, Program & Product Delivery, and Customer Service. Proven track record of success in setting vision, direction, and team culture. Skilled in managing performance expectations, prioritizing customer satisfaction, and building operational roadmaps. Expertise in strategic analysis, trend monitoring, and identifying opportunities for improvement. Strong ability in mentoring, training, and career planning while maintaining high standards for quality audit and customer experience. Known for driving process improvements across various skill sets.

Overview

17
years of professional experience

Work History

Amazon

Operations Manager
09.2022 - Current

Job overview

  • Roles as operations manager handle team of 50 L2/L3 Specialist and also interact with stake holder and Plan SOP for Pilot projects
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • We work on Driver audits we ensure the driver follows all rules for respective country
  • We run regular deep dive on HUB delivery partners to see what is reason behind the First-time delivery was failed and run and investigation check if driver followed all guidelines and isn't manipulating
  • Weekly connect with stake holders to discuss any challenges and possible opportunities with drivers and delivery partners and
  • I also run quality check on POD (Photo on delivery) where we check driver followed customer instructions and updates photo after delivery on Amazon tools
  • Currently working on Pilot for HUB DP (Delivery Partner) where my team checks if driver followed all parameters and is compliant from the time he leaves Delivery station and delivers product to customer
  • Also I ensure monthly 1-1 feedback is shared with team and also close work with BQ performers and provide them assistance (training/refreshers if needed) and if they fail to meet SLA put them in coaching plan and ensure they meet current SLA's
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Cognizant Technology Solutions

Team Manager
02.2013 - 09.2022

Job overview

  • Currently playing the role of Operations Manager for the Project which consists of 7 Team Lead's & 110 Associates.
  • Overview Of the Projects:
  • 1. Google Workspace (Current Project): Customer Effort Efficiency (CEE) score is core job of the team, where the team does quality check on associates across globe and pass on feedback through Caret and Vector tool .Team audits chat,Email and phone conversation and does RCA on every case and categorize High and low CES(Customer Efficiency Score)
  • Responsibilities include People management & Governance, Contract Management, Hiring & Onboarding and Financials.
  • Oversee day to day functions of the team, ensuring acceptable productivity and quality to meet SLAs.
  • Assist the business unit with hiring, operational management routines such as SLA timelines, process improvement and managing client expectations.
  • Involved in performance management for the team.
  • Handling 100 member team with 4 Team Leads and 5 Pod Leads
  • Responsible for ~8 client delivery items
  • Efficiency Gain - Productivity & Quality
  • People Study & Skill Will Matrix
  • BQ management - Performance Plans
  • Career Progression - Team Lead,Pod Leads & Associates
  • Self Driven Initiatives - Shrinkage Management, Automation- Feedback Management & RCA for Quality
  • 2. Project Laser Tag (Current Project): Cloud Talent Solution is a service that brings machine learning to the job search experience, returning high quality results to job seekers far beyond the limitations of typical keyword-based methods. Once integrated with your job content, Cloud Talent Solution automatically detects and infers various kinds of data, such as related titles, seniority, and industry.
  • 3. Google Pay (Jun'18-Dec'18): Pilot Project Set up in Bangalore for Consumer accounts for 2000 Customers and also simultaneously team runs Quality check on walkers who helped consumers set up their Google Pay accounts.
  • 4. AT&T: Worked for Order Management Centre which handles the customer's order right from order initiated time to install. Products like Phone, TV, and Internet .Primary jobs would be - ensuring the order flows correctly in our system, appointing technicians for the job. Check if customers have been billed correctly, adding promotion and discounts to the order. Mainly ensure the order completes on set date as scheduled.

GE Money

Process Developer
11.2009 - 02.2013

Job overview

  • Organization: GE Money Role: Process Developer Duration: Nov 2009 – Feb 2013
  • Roles and Responsibilities:
  • Took calls both inbound & Outbound on collection for client (JCPenney)
  • Collected money over the phone in the form of Electronic Payment or ensure the card holder promise to make payment
  • Scheduled training session on process updates

24/7

Customer Service Executive
05.2008 - 10.2009

Job overview

  • Roles and Responsibilities:
  • Help the customers with their payments.
  • Solve the technical issues faced by the customers with the dish
  • Help the customers for downgrading or upgrading the packages.

Education

Sri Indu College of Engineering & Technology

Bachelor of Science
04-2008

University Overview

Skills

  • Client Relationship Management
  • Team Management
  • Project Management Interviewing
  • Quality Auditing & Training

Timeline

Operations Manager
Amazon
09.2022 - Current
Team Manager
Cognizant Technology Solutions
02.2013 - 09.2022
Process Developer
GE Money
11.2009 - 02.2013
Customer Service Executive
24/7
05.2008 - 10.2009
Sri Indu College of Engineering & Technology
Bachelor of Science

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Anish KumarOperations Manager