Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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ASHWINI PILLAY

Secunderabad

Summary

Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating employees to work together to achieve targets.

Overview

8
8
years of professional experience
1
1
Certification

Work History

SPS Account Manager

Amazon Development Centre.Ltd
Secunderabad
11.2023 - 08.2024
  • Drive root cause analysis by recognizing Sellers contacts patterns, performance trends and through direct contact with Sellers leadership and their operations teams
  • Lead the prioritization of operations issues and teach Sellers ways to reduce common pain points.
  • Create and manage relationships with multiple levels of the business (MPM, AM, TRMS) to foster collaboration and Seller success
  • Identify and surface internal improvements (SOP, Associate Tools, and Help Pages) to program and product managers
  • Driving contact reduction within the Premium Seller accounts
  • Manages performance and behavior of 20 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship
  • Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement
  • Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience

Supervisor

Amazon Development Centre.Ltd
10.2022 - 10.2023
  • Directed and supervised team of 15 employees in daily operations.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Created new strategies for improving customer service standards within the organization.

Premium Support Account Manager - UK

Amazon Development Centre.Ltd
Secunderabad
06.2021 - 09.2022
  • Provide prompt and efficient service to Amazon Sellers-A Subject Matter Expert to support the fellow associates during contact handling
  • Partner with relevant teams to make improvements to existing tools and processes and to suggest new strategy advancements
  • Part of Project Tramway,KAPOW aka India Service Delivery team, NVA titus Project
  • Entrusted with qualitative analysis projects to help deep dive associate behavior and reduce the process gaps & understanding the reasoning behind Premium Sellers escalations in Europe

SPS Premium Executive

Amazon Development Centre.Ltd
Secunderabad
03.2017 - 05.2021
  • Developed and implemented strategies to increase executive efficiency.
  • Identified opportunities for improvement in existing business processes.
  • Monitored performance metrics to measure progress against organizational targets.

Associate Analyst in Content Engineering

Global Logic TechnologiesLtd
09.2016 - 02.2017
  • Analyzing maps and denoting the specific requirements with necessary accuracy and exactness to complete them in the true sense.
  • Developed tracking tools to monitor progress against set goals.

Education

Bachelors - Information Technology

Malla Reddy Institute of Engineering & Technology
Hyderabad, Telangana
01.2016

Skills

  • Organized
  • Critical thinking
  • Meeting deadlines
  • Account Management
  • Teamwork and Collaboration
  • Relationship Building

Certification

  • Lean Six Sigma
  • SQL 101
  • Intermediate Excel Series

Languages

  • English
  • Hindi
  • Tamil
  • Telugu

Timeline

SPS Account Manager

Amazon Development Centre.Ltd
11.2023 - 08.2024

Supervisor

Amazon Development Centre.Ltd
10.2022 - 10.2023

Premium Support Account Manager - UK

Amazon Development Centre.Ltd
06.2021 - 09.2022

SPS Premium Executive

Amazon Development Centre.Ltd
03.2017 - 05.2021

Associate Analyst in Content Engineering

Global Logic TechnologiesLtd
09.2016 - 02.2017

Bachelors - Information Technology

Malla Reddy Institute of Engineering & Technology

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ASHWINI PILLAY