Summary
Overview
Work History
Education
Skills
Timeline
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Deepak Chaudhary

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

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

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Deepak ChaudharyManager 1, Support ops