ANUSHREE KESAN

Leading capacity planning for GO-AI's Operations Support Centre (OSC) program, optimizing headcount allocation, and driving service level and efficiency improvements.

• Achieved 100% weekly SLA (Service Level Adherence) for andon and quality audit jobs in Q4’24, and improved OSC Utilization by 5% QoQ through capacity optimization.
• Delivered 9.8% higher utilization MoM in Feb'25 through optimizing operational models, with a projected $0.6MM in annualized savings.
• Supported onboard of BLR site under OSC model and transition from Andon tool to Amazon Connect with no SL impacts.

Managed headcount planning across 12+ programs, optimizing allocation for volume alignment, fungibility, and pilot launches.

• Enhanced New Hire planning through collaboration with Recruitment, Training, and Ops, successfully meeting weekly capacity targets in 2024.
• Devised strategies mitigating 21% higher volume risks during Peak.
• Delivered $0.3MM savings in H2'24 by revising operational metrics.
• Proposed $0.8MM recruitment savings via FTC-FTE hybrid hiring model.

Streamlined SP-Support operations by driving process improvements, automation, and customer experience enhancements.

• Delivered 11 initiatives to improve process workflows and SOPs, eliminating ~200k associate touchpoints and ~240k seller contacts, realizing ~$1.7MM in operational savings in 2023.
• Collaborated with Product Team to automate help experience on Seller Central, resolving 45% queries in real-time with 85% accuracy without human intervention

Conducted market research and proposed product innovations to enhance customer onboarding and digital services.

• Identified improvements to reduce user onboarding time by 35% by streamlining internal processes and reducing redundancies.
• Conducted 105+ surveys and interviews to gather insights into consumer behaviors and preferences.
• Proposed digital marketing and service strategies based on demand forecasts, presenting actionable insights to senior management.

Developed and supported applications for clients in healthcare and retail domain, driving process automation, efficiency improvements, and issue resolution.

• Contributed to automating order processing for a major US pharmacy chain, reducing filling time by ~40% and driving $10.4MM in annual revenue.
• Resolved 250+ issues, enhanced UX, and fixed 50+ bugs, boosting system stability.
• Improved throughput by 12% by eliminating program aborts and errors, ensuring seamless execution and minimizing downtime.