Daniel Samantha

Handled a team of 5-8 Team Managers and 80-120 Associates; responsible for the performance of the teams.

Setting the vision and culture of the team by handling individual and team performance expectations and goals, and holding the team accountable for meeting and exceeding SDS's bar-raising performance targets.

Efficiently handled workflow management, addressed escalated issues, proactively engaged resources, and effectively delegated workload across the leadership team.

Drive team productivity and efficiency by collaborating with the workforce management team to optimize staffing schedules.

Handled career growth and development of the team (managers and associates) by driving focus on Amazon’s Leadership Principles.

Partnered and built productive working relationships with stakeholders across business functions.

Led and participated in business leadership reviews and meetings to develop and drive strategies and programs that improve the competitive position and profitability of the organization.

Solved complex customer support issues by diving deep through data and advocating for systemic and process improvements.

Led Site Pillar to focus on different aspects within operations, which fall outside the scope of daily metrics.

Continuously delivered outstanding performance as overseer of IN & NA teams, resulting in consistent #1 ranking on the site scorecard since 2023.

Played a crucial role in establishing multiple programs/projects such as Rewards and Recognition and engagement programs for the site, resulting in enhanced connection scores.

Led various site-wide programs including Site Operations, Engage, Pay Defects reduction, AHT improvement, and team productivity. Organized leadership visits and conducted town hall meetings.

• Daniel was responsible for supporting product launches and any improvements to the Contact Experience launch management process
• He owns creation and maintenance of GACD (Global Automatic Call Distribution) infrastructure, Wrap-Up Codes (WUC), replacement codes, Contact Us page components and Direct Dial/Toll Free Numbers (TFNs) for D2AS
• He is also responsible for determining the set-up of the Customer Engagement Model (CEM) routing for new products and designing the overall D2AS contact routing strategy
• In addition, he also owned formulating the Contact Experience strategy through identification of continuous improvement initiatives to improve the contact journey for D2AS customers.

• Responsibilities: Handled a team of 5-8 Team Managers and 80 -120 Technical Support Associates; responsible for the performance of the teams
• Set the vision and culture of the team by handling individual and team performance expectations and goals, and holding the team accountable for meeting and exceeding D2AS' bar-raising performance targets
• Managed workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
• Drive team productivity and efficiency by collaborating with workforce management team to optimize staffing schedules
• Handled career growth and development of the Technical Support team (managers and associates) by driving focus on Amazon’s Leadership Principles
• Partnered and built productive working relationships with stakeholders across business functions
• Led and participate in business leadership reviews and meetings, to develop and drive strategies and programs which improve the competitive position and profitability of the organization
• Solved complex customer support issues by diving deep through data and advocating for systemic and process improvements
• Led Site Pillar to focus on different aspects within operations which fall outside the scope of daily metrics
• Key Achievements: Was responsible for performance of UK Non-Voice, IN and AU Business at HYD
• The site maintained #1 position (1 out of 6) on site scorecard for the years 2020, 2021 and 2022
• Led Stichtite pillar and plated pivotal role in setting up many programs/projects like TM Scorecard, Standardizing BǪ Management, Project SEED (Non-Voice to Voice Upskilling) etc
• Supported Project Parishudh as one of the primary POCs during wave-2 of COVID in March/April 2021, to create an active database with real-time information on availability of emergency services/essentials like hospital beds, oxygen cylinders, oxygen concentrators, etc
• Parishudh team received recognition for its contribution during wave-2 by multiple Covid Warriors Leadership, L8/L10 leaders across India geographies, and Amit Agarwal
• Led multiple programs like Paid Leave Management, HYD 20 Operations, Lost Hours reduction, Device Management, and Covid Leaves tracking for HYD site.

• Responsibilities: Manage a team of 12-18 Technical Support Associates and responsible for the performance of each individual
• Responsible to translate the vision, culture, and direction set by the leadership team at associate-level
• Make use of different CS tools to identify opportunities, coach associates, and celebrate their success
• Monitor real-time service levels and schedule adherence to ensure staffing availability for customers
• Act as a single threaded leader for the team of 12-18 associates to take care of all elements of associate satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll, and driving actions on issues arising in team/individual meetings
• Handling manager escalation contacts, whenever required, and maintain world class customer service by owning the escalation contact end-to-end
• Key Achievements: For the years 2018, 2019 and 2020, stood among the top 10 Team Managers at the site (HYD 45 to 50 TMs) Supported with onboarding of 8 new-hire batches (150+ HC), which achieved 100% graduation results within the stipulated grad-bay phase
• Have been an integral part of the Engagement & RnR pillar at the site since 2018 with key contributions in designing monthly engagement plan, organizing various events, structuring monthly/peak RnRs
• Received 3 Manager of the Quarter Awards, 2 Role Model Manager Awards and Diamond Award for the year 2019.