Bejenki Srikanth Reddy
Hyderabad
Summary
To pursue a highly rewarding career, seeking a job in a challenging and healthy work environment where I can utilize my skills and knowledge efficiently for organizational growth that provides generous opportunities for learning and achieve high career growth through a continuous learning process and keep myself dynamic, visionary and competitive with the changing scenario of the world.
Overview
2
2
years of professional experience
Work History
Holiday Group Manager
Amazon Development Center
Hyderabad
09.2022 - Current
- Managing a team that is responsible for identifying fraudulent high-risk customers and minimizing the trend in concessions by following the CAP protocol.
- Currently supporting CAP team as Group manager, leading a team of 5 Team Managers and ~112 associates, managing individual and team performance, achieving metrics, driving quality, and productivity.
- Manage workflow, performance management, team development, project execution, handle escalations, proactively engage resources to address issues, and effectively delegate workload across the leadership team.
- Acted as a POC for driving quality initiatives and process change initiatives.
- Acted as a POC for the Leadership Mentor Identification Program, showcasing strong project management, stakeholder coordination, and impactful team development.
- Participate in business leadership meetings, helping to develop and drive strategies.
- Developing and achieving performance goals and objectives in order to meet customer support expectations.
Team Manager
Amazon Development Center
Hyderabad
2018 - 2022
- Managing a team by being responsible for coaching, engaging, and communicating in a way that drives results, manages performance, and develops talent. Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
- Conducted the root cause analysis of the deviations observed which are related to the process Responsible for Weekly Business Review (WBR) reports using Tableau tool for the entire CAP skill and ensures dive deeps for the CAP metrics
- Handled transition team for 8 months for 2 new hires batches and was responsible for their performance until their graduation.
- As a part of the Engagement Activity Team, I conducted floor activities such as Fun Events and Food Events, along with Rewards and Recognition for the entire CAP skill.
Dynamic Andon Response Tool (DART)
Amazon
2017 - 2018
- Graduated in CSA development program, which was designed to provide participants with foundational leadership skills.
- Conducted DART sessions for New Hire Training batches. Provided DART connects and refreshers for Tenured and Cross-Skill agents.
- Responsible for handling contingency issues, cashback-related issues, and sensitive issues related to delivery agents.
Subject Matter Expert (SME)
Amazon
2016 - 2017
- Responsible for training New Hire batches to fulfill the business requirement.
- Responsible for setting up a site in Baroda. Applying SME-level knowledge, responsible for inventing and simplifying processes and requirements, enabling practical learning experience.
- Applying SME-level knowledge, responsible for inventing and simplifying processes and requirements, enabling practical learning experience.
Retail Representative
Amazon
2015 - 2016
- Resolved customer issues, ensuring quality percentage above 80, troubleshooting, and finding the best customer-centric approaches, delivering the highest service quality and customer satisfaction.
- Developed new policies, product roadmaps, and researched tools to locate return items.
- Monitored fraudulent activities and accounts, empowering risk management teams to implement stringent policies.
Education
B.Tech. in IT -
Geethanjali College of Engineering & Technology
01.2015
Intermediate in MPC -
Sri Chaitanya Junior College
01.2011
Board of Secondary Education, Telangana -
Model Mission High School
01.2009
Skills
- Tableau
- Excel - Macros
- Performance Improvement
- Operations Management
- Stakeholder Management
- Decision Making and Prioritization
- Innovation management
- Business Development
- Continuous Improvement
- Quality Control
- Project Management
- Schedule Coordination
- Employee Development
- Strategic Planning
- Active listener
- Collaborative
Professional Summary
- A versatile, accomplished & goal-oriented professional with over 8 years of experience in Amazon Development Center, Hyderabad. Working as a Holiday Group Manager in Amazon Development Center, with Concession Abuse Prevention (CAP) Team.
- Handling a team which is responsible to identify the fraudulent high-risk customers and minimize the trend in concession by following the CAP protocol. A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams Skilled in developing & implementing need-based plans / strategies for maximizing profitability, revenue generation & realizing organizational goals Proficient in assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics
- Taken care of quality audits using monitoring tools and delivering quality feedback to team members, thereby engaging and empowering the whole team in achieving quality assurance goals in terms of workplace performance and professional development
Professional key skills
- Customer Servicing
- People Management
- Training & Development
- Escalation Management
- Strategy Formulation
- Lead Management
- SLA Management & Service Operations
- Team Building & Leadership
Awards
- Received best Team Manager award in the year 2019 and 2020.
- Received People Manager award for 2 quarters in a highly competitive environment.
- In Rewards and Recognition program, received several awards for consistent performance in current role and previous roles.
- Best Peer Mentor Award for 2022.
- Major contributor for WW CS SDS Success Story.
Timeline
Holiday Group Manager
Amazon Development Center
09.2022 - Current
Team Manager
Amazon Development Center
2018 - 2022
Dynamic Andon Response Tool (DART)
Amazon
2017 - 2018
Subject Matter Expert (SME)
Amazon
2016 - 2017
Retail Representative
Amazon
2015 - 2016
B.Tech. in IT -
Geethanjali College of Engineering & Technology
Intermediate in MPC -
Sri Chaitanya Junior College
Board of Secondary Education, Telangana -
Model Mission High School
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