Deepak Chaudhary
Manager 1, Support ops
Hyderabad,TG
Summary
Results-driven operations manager 1 with progressive experience in quality assurance and team leadership.
Demonstrated expertise in process improvement, stakeholder management, and developing high-performing teams.
Proven track record of implementing strategic initiatives and driving operational excellence.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Manager 1, Support Ops
Amazon
08.2024 - Current
- Lead quality assurance operations, overseeing team of QA analysts for CAP organization to identify and mitigate the bad actors.
- Drive strategic collaboration with regional leaders to identify and resolve operational challenges
- Develop and implement quality standards and process improvements
- Bridge communication between stakeholders to resolve tool and policy ambiguities
- Spearhead initiatives for performance optimization and quality enhancement
CAP Team Manager
Amazon
03.2024 - 08.2024
- Managed front line customer service team, focusing on performance development
- Implemented new policies and procedural changes while ensuring team alignment
- Conducted performance monitoring and quality audits
- Delivered coaching sessions and developmental feedback
CAP Quality Analyst
Amazon
09.2022 - 03.2024
- Led multiple concession leakage investigations resulting in significant process improvements
- Developed and delivered training modules for Quality Analysts across multiple batches
- Served as POC for CAP Lite Stores launch in India QA team
- Achieved "Exemplary Performer" recognition for two consecutive quarters
- Collaborated with global QA teams on process enhancement initiatives
SDS CAP Resolution Specialist
Amazon
06.2021 - 02.2022
- Resolved 98% of supervisor-escalated calls while maintaining 4.8/5 customer satisfaction
- Provided real-time support to 50+ frontline associates daily on policy and complex issues
- Handled 40 escalated calls weekly with 92% first-call resolution rate
- Created quick reference guides, reducing frontline escalations by 30%
- Mentored new associates, improving team quality scores by 25%
Retail/ SDS/ CAP Associate
Amazon
10.2019 - 06.2021
- Managed 100+ daily customer interactions across retail, shipping, and concession inquiries
- Achieved 95% first-contact resolution rate while maintaining 4.7/5 customer satisfaction score
- Recognized for identifying high-risk patterns and preventing potential concession abuse cases
- Streamlined shipping inquiry resolution process, reducing average handling time by 20%
- Earned "Top Performer" status for consistently exceeding quality and efficiency metrics across all service areas
Education
MBA - HR
St. Johns PG College
01.2020 - 01.2022
B.com - CA
Vivekananda govt. degree college
01.2016 - 01.2019
Intermediate - MEC
Gautami academy jr. college
01.2014 - 01.2016
SSC - undefined
Holy cross high school
Skills
Customer Service
Root Cause Analysis
Team Management
Microsoft Office
Report Writing
Training & Development
Leadership Skills
Operational Efficiency
Timeline
Manager 1, Support Ops
Amazon
08.2024 - Current
CAP Team Manager
Amazon
03.2024 - 08.2024
CAP Quality Analyst
Amazon
09.2022 - 03.2024
SDS CAP Resolution Specialist
Amazon
06.2021 - 02.2022
MBA - HR
St. Johns PG College
01.2020 - 01.2022
Retail/ SDS/ CAP Associate
Amazon
10.2019 - 06.2021
B.com - CA
Vivekananda govt. degree college
01.2016 - 01.2019
Intermediate - MEC
Gautami academy jr. college
01.2014 - 01.2016
SSC - undefined
Holy cross high school