Summary
Overview
Work History
Education
Skills
Certification
Projects
Personal Information
Timeline
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Chethan G K

Bengaluru

Summary

Results-driven professional with 6+ years of experience in E-commerce and Travel industries. Expertise in SLA management, team handling, process improvement, and stakeholder management. Proven track record in training and mentoring 70+ employees, with strong skills in SOP development, operational efficiency, and quality assessment. Adept at driving project initiatives, managing KPIs, and overseeing sales monitoring.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Process Manager

Trip Factory
Bengaluru
03.2024 - Current
  • Led a team of 18 individuals to ensure strict compliance with established processes and avoid any deviations from standard operating procedures (SOP) in Sales.
  • Streamlined operations by improving processes related to enhancing sales outcomes, task organization, resource distribution, workflow administration, and various business demands.
  • Analyzed customer feedback and identified areas for improvement in the existing processes.
  • Led training sessions for staff members on new processes or updates to existing ones.
  • Developed process improvement plans to streamline business operations and boost efficiency.
  • Established key performance indicators (KPI) based on organizational objectives.
  • Managing lead inflow by identifying bottlenecks and making adjustments to improve efficiency.
  • Managed customer queries, escalations, and process improvements. Maintained adherence to SLA, QMS management, SOP compliance, and quality assessments through effective team management.
  • Performed root cause analysis of problems within the system and proposed corrective measures.
  • Compiled feedback from business teams and validated recommendations to assess changes to business processes.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
  • Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.

Jr. DevOps Intern

CloudZenix
Bengaluru
01.2024 - 02.2024
  • Initiated proactive communication with prospective candidates interested in our DevOps training program.
  • Conducted personalized outreach to registered candidates, effectively communicating program benefits, curriculum details, and organizational values.
  • Successfully converted interested candidates into enrolled participants, showcasing strong sales acumen.
  • Independently managed the sales aspect of the role, demonstrating adaptability and initiative.

Senior Associate

Amazon
Bengaluru
04.2016 - 05.2022
  • Working with a high-performance team for managing end-to-end Compliance Operations of the Dangerous Goods Division.
  • Entrusting with the responsibilities of driving functions which includes ticket management, Hazmat Classification (Dangerous Goods) basis global transport regulatory bodies.
  • Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
  • Achieving operations goals, and in turn, supporting internal business teams to ensure the best customer experience.
  • Acting as a Process Training specialist, managing hiring/onboarding, and imparting effective process trainings to the newly hires/trainees in order to enhance their skillset.
  • Ensuring that the imported products have been tested in certified laboratories and that they comply with the legal requirements of the importing country.
  • Taking appropriate actions in order to protect customers from recalled or unsafe products.
  • Attending vendors and stakeholder meetings supporting NA, Europe, and APAC regions.
  • Identifying and resolving the issues faced by the Warehouse Team, SMEs, and Audit team when trying to receive or outbound Dangerous Goods and inventory.
  • Analyzed data and created reports for senior management.
  • Responsible for determining the mode of transport suited for transferring goods as per the nature, volume, and safety requirements of the products.
  • Exhibiting skills in recognizing the recurring non-compliant customs issues, this led to the identification of misclassified units, which ended up saving customers thousands of dollars in customs.

Education

B.E. - Electronics And Communications Engineering

University BDT College of Engineering
Davangere, Karnataka
07-2015

Skills

  • SLA Management
  • Training and Knowledge Transfer
  • Cross-Functional Collaboration
  • Compliance Operations
  • Audits and RCA
  • Process Improvement/Excellence
  • Ticket Management
  • Team Handling
  • Stakeholder Management
  • Agile Methodology
  • Process Improvement using Automation
  • Experience in leadership

Certification

  • MS Office Suite (Word, Excel, PowerPoint, Outlook and Teams)
  • Proficiency in Excel- Pivot tables, V-lookup etc

Projects

  • ERROR ELIMINATOR: This is a macro/plugin designed to eradicate potential errors in the ticket management system, enhancing individual and team quality metrics. Its implementation led to a remarkable 99.5% quality achievement.
  • KRATOS: It offers an automated work allocation tool, minimizing dependence on others for task assignments. Traditionally requiring three staff members, this tool enables automatic allocation, granting associates independent access. Successfully implemented across multiple teams.
  • EPIC: This is a bulk classification tool designed to enhance team production and reduce headcount. It streamlines the categorization process and facilitates bulk communication with sellers/vendors, ensuring timely document submission and meeting SLA and productivity targets.

Personal Information

Date of Birth: 25 March 1993

Languages: English, Kannada, Telugu and Hindi

Timeline

Process Manager

Trip Factory
03.2024 - Current

Jr. DevOps Intern

CloudZenix
01.2024 - 02.2024

Senior Associate

Amazon
04.2016 - 05.2022

B.E. - Electronics And Communications Engineering

University BDT College of Engineering

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Chethan G K