Archana Prabhakar
Chennai
Summary
Results-driven Operations Manager with 9+ years of experience managing and streamlining operations in e-commerce and retail. Skilled in cost reduction, output enhancement, and procedure simplification. Demonstrated success in team leadership and process optimization.
Overview
7
7
years of professional experience
Work History
Business Quality Manager
Amazon Development Centre
Chennai
07.2024 - Current
- Managed team of 22 auditors and monitored junior team members in scaling their careers.
- Engaging team members in small-scale projects that align with their interests can enhance job satisfaction.
- Engage with stakeholders to understand requirements and enhance quality processes across marketplaces.
- Led team to exceed KPIs by streamlining workflow and enhancing stakeholder collaboration.
- Manage day-to-day operations, achieve overall team's productivity and accuracy goals.
- Fostered team growth and skill development through effective leadership and motivational meetings.
- Implemented cutting-edge audit strategies to boost auditor performance and accountability.
- Analyzed team workflows, implementing efficiency improvements that enhanced operational standards.
CMT Ops Auditor – Quality Specialist II
Amazon Development Centre
Chennai
01.2020 - 06.2024
- Manage the team's daily tasks, ensure that all service levels and operational KPIs are met by publishing EOD report to the manager
- Supervise and drive the team to consistently maintain SLA standards
- In charge of SOP documentation and updates in accordance with change requirements
- Organizing and conducting effective trainings for the new hires to start with a strong career foundation
- Managing and monitoring daily inflow and taking necessary actions during alert situations
- Responsible for monitoring the quality of mapping/pricing against demand spike products
- Tracking and sending internal reports such as Volume analysis, SLA adherence, Weekly Inflow
CMT Ops Auditor – Catalog Specialist
Amazon Development Centre
Chennai
04.2017 - 01.2020
- Meeting daily deliverables such as Productivity and Accuracy
- SLA Management: Track, Report and drive SLAs through continuous dashboard monitoring and prioritizing alerts though queue management
- Ticket Management: Monitoring internal tickets and also liaising with the Vendor to maintain a positive vendor experience
- Report Monitoring: Tracking and sending internal reports such as Volume analysis, SLA adherence, Weekly inflow etc
- Responsible for monitoring queues with respect to Inventory, Pricing and matched competitor
- Identify mapping gaps in the process and raise RCAs
- Conduct CAPA (corrective and preventive actions) sessions to overcome oversight errors/escalations
Education
MBA - General Management
Anna University
01.2012
BBA -
Justice Basheer Ahmed Sayeed College for Women
01.2008
Skills
- Training & Development
- Project Management
- Quality processes
- Total Quality Management
- SOP Development
- Problem-solving abilities
- Problem Solving
- Team Leadership
- Data Visualization
Accomplishments
- Received R&R for Q1 2024 for holding 100% accuracy and providing ideation on process development.
- Led Quality Improvement Initiatives by integrating tech solutions and QC tools to arrest escalations.
- Onboarding Worldwide SOP for GL Books: Standardized the SOP for Worldwide KDPRR Alerts to rectify inconsistencies with no errors in Q2ʼ23, and resulted in an annualized OPS impact of $95,965.57.
- Using extrapolation techniques to identify patterns/trends and close looping potential upstream defect, achieving a team's accuracy of 99.8%.
- Identified errors in promotions and fixed issues immediately, saving OPS impact and managing TR-PAWS alerts efficiently and meeting the P90-SLA within 23 minutes, surpassing the target of 50 minutes. This proactive approach resulted in an annualized OPS impact of ₹3,359,241.
- Received R&R for Unification of SOP for Worldwide Region.
- Received R&R for Building Decision Making Matrix.
- Contributed to reducing post-publish PAWS defects from 41 to 8 errors, estimated to contribute $500K to $1MM annually.
Timeline
Business Quality Manager
Amazon Development Centre
07.2024 - Current
CMT Ops Auditor – Quality Specialist II
Amazon Development Centre
01.2020 - 06.2024
CMT Ops Auditor – Catalog Specialist
Amazon Development Centre
04.2017 - 01.2020
MBA - General Management
Anna University
BBA -
Justice Basheer Ahmed Sayeed College for Women
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