Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Accomplishments
Timeline
Generic

Anwesh Ramanujam Nyayapati

Hyderabad

Summary

Customer Experience and Program Management leader with 10+ years of experience across e-commerce and digital transformation. Proven success in reducing contact rate, improving CSAT, launching automation initiatives, and driving cross-functional collaboration. Expertise in building scalable SOPs, fraud prevention, chatbot integrations, SLA management, and workforce optimization. Adept at aligning product, operations, and analytics teams to deliver tangible business outcomes.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Experience Program Manager

JioMart, Reliance Retail
Hyderabad
07.2022 - Current
  • Led email deprecation across all verticals; realigned 36 SOPs and 14 product journeys, resulting in a 10% contact rate reduction and a 5% improvement in AHT.
  • Working with the Product team to integrate an AI-based image detection tool that assesses customer-uploaded images to derive VOC insights and automate ticket categorization. The initiative is expected to reduce manual effort and drive a ~30 HC reduction, significantly improving operational efficiency.
  • Designed "Pending Customer Action" (PCA) ticket status logic to improve CSAT and SLA; influenced product roadmap, and introduced automated closure logic, merge handling, and SMS communication.
  • Rolled out chatbot complaint capability for Fashion & Lifestyle, expanding the grocery-only tool; integrated CSAT collection at the chat end, and reduced manual ticket volume.
  • Spearheaded Quality Control (QC) SOP for RVPs; addressed rejected instances, and reduced return-related complaints by enabling automated tracking.
  • Developed a manual process for second-time return requests; processed over 500 in October alone.
  • Collaborated with Supply Chain to proactively cancel over 7,000 shipments more than 5 days old; reduced delayed delivery contacts from 7% to 0%.
  • Created an associate stack ranking mechanism using Z-scores based on KPIs and productivity data for performance management.
  • Identified refund without return issue; implemented SOPs via SMS, calls, and email interventions; achieved over 40% month-over-month reduction.
  • Escalated CX-impacting issues (missing complaints, LSP data loss) to the CFO; led funnel analysis, and implemented long-term fixes.
  • Built real-time SLA dashboards with BA/WFM; reduced the D+7 complaint backlog from 5% to approximately 2.5% in a month.
  • Initiated proactive delay communication for festive orders; decreased contact rate for groceries (23% to 15%) and FnL (19% to 13%).

Program Manager – Brand & Marketplace Operations

Amazon
Hyderabad
06.2020 - 04.2021
  • Managed brand protection automation, ensuring clean catalogues, minimized brand escalations, and seller friction.
  • Led the implementation of ASIN integrity tools, reducing counterfeit detection errors.
  • Built dashboards and SOPs in coordination with global product teams.

Manager – Buyer Fraud

Amazon
Hyderabad
04.2016 - 05.2020
  • Led a team handling high-risk transaction investigations; owned process compliance, and CSAT.
  • Supported fraud analytics by helping design rule-based models, reducing manual bad debt (~$365K saved in 5 months).
  • Developed a fraud gift card reporting tool; enabled automated queue creation with over $199K in savings potential.
  • Created SOPs and performance goals for the EGC escalation queue; defined training plans and HC models.

Team Lead/Trainer/Peer Mentor/Risk Analyst – TRMS

Amazon
Hyderabad
08.2012 - 04.2016
  • Progressed through multiple roles from analyst to team lead, conducted trend analysis, built SOPs, and led quality initiatives.

Education

Bachelor of Technology (B.Tech) -

Chaitanya Bharathi Institute of Technology
Hyderabad
04-2012

Board of Intermediate -

Narayana Junior College – India
Hyderabad
04-2008

Bharatiya Vidya Bhavan's Public School
Hyderabad
04-2006

Skills

  • CX strategy and contact rate reduction
  • Operations & People management
  • SOP and process design
  • Escalation Management & VOC Analysis
  • Automation (chatbot, complaint flows)
  • Fraud prevention and risk operations
  • SLA governance and reporting dashboards
  • Stakeholder and leadership communication
  • Data analytics and funnel analysis
  • Quality control (RVPs, returns, refunds)

Certification

  • PMP PMI Trained.
  • Six Sigma and the Organization (Advanced).
  • Leading with a Digital Mindset in the Age of AI (Linkedin Certification).
  • Managing Your Well-Being as a Leader (Linkedin Certification).
  • Build Your Team’s Learning Agility (Linkedin Certification).
  • Setting Team and Employee Goals Using SMART Methodology (Linkedin Certification).

Languages

English
First Language

Affiliations

Leadership & Volunteering
Street Cause – Co-founder & Board Member\ April 2010 – July 2012

  • Founded the organization across multiple universities, and grew its presence to over 8,000 volunteers.
  • Served on the board that received national recognition as Best Youth NGO (awarded by Parliament Speaker).
  • Led the “Freedom for Education” marathon (1200+ participants), medical health camps, and “SLASH 2010” national music fest.

AIESEC – Team Lead (Culture Team), June 2009 – April 2010

  • Managed logistics and accommodation for international interns
  • Received Best Team award twice as a member and team lead in local AIESEC chapter.

Accomplishments

  • Best Performer - Shining Star - Q1'24
  • Coast to Coast - Best Manager (June '23)
  • Employee of the Month - Oct'22
  • Above and Beyond Award - Employee - Q2'19

Timeline

Customer Experience Program Manager

JioMart, Reliance Retail
07.2022 - Current

Program Manager – Brand & Marketplace Operations

Amazon
06.2020 - 04.2021

Manager – Buyer Fraud

Amazon
04.2016 - 05.2020

Team Lead/Trainer/Peer Mentor/Risk Analyst – TRMS

Amazon
08.2012 - 04.2016

Bachelor of Technology (B.Tech) -

Chaitanya Bharathi Institute of Technology

Board of Intermediate -

Narayana Junior College – India

Bharatiya Vidya Bhavan's Public School

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Anwesh Ramanujam Nyayapati