I actively participate in employee engagement and organizational culture initiatives, including organizing sports events, team-building activities, leadership forums, and large-scale employee programs My interests include mentoring, event management, people development, creative coordination, and collaborative team activities
Eugeinea Praise
Manager I, ML Data Operations, Amazon
Redhills, Chennai
Summary
To work in a Reputable Organization with professional work driven environment where I can utilize and apply my knowledge, skills and experience to achieve organization objectives and career growth.
Overview
1
1
Language
8
8
Certifications
13
13
years of professional experience
Work History
Manager I, ML Data Operations
Amazon Development Center
11.2023 - Current
- Leading large-scale AI/ML operational workflows supporting next-generation shopping and agentic commerce experiences, including initiatives aligned to conversational shopping, intelligent purchasing flows, and customer experience optimization.
- Contributed to strategic programs for AI-powered shopping initiatives such as Rufus, Buy for Me, and Shop Direct through operational excellence, workflow governance, and delivery of high-quality data at scale.
- Successfully managed and delivered 170K+ high-impact operational tasks with strong focus on quality, SLA adherence, and business-critical turnaround timelines.
- Led major quality transformation initiatives that improved First Time Quality (FTQ) from 67.4% to 90.49% through governance mechanisms, RCA-driven action plans, workflow optimization, and stakeholder collaboration.
- Partnered closely with Product, Program, Quality, Audit, Tooling, and Training teams to improve model behavior analysis, operational efficiency, and annotation quality standards.
- Conducted end-to-end UAT validation and operational sign-offs for multiple workflow and SOP launches, ensuring production readiness and seamless implementation.
- Identified critical workflow gaps and tooling issues during testing phases, proactively collaborating with cross-functional teams to drive fixes and reduce operational risk.
- Introduced process improvements that enhanced workflow intelligence and failure classification, driving operational insights for better AI model learning and customer experience.
- Proactively identified and escalated compliance and operational risks, helping mitigate potential business and customer-impacting issues.
- Consistently exceeded operational goals by achieving up to 115% productivity while maintaining high quality standards and reducing shrinkage below target levels.
- Led calibration sessions, RCA reviews, workflow audits, and operational governance discussions to improve consistency, quality performance, and delivery excellence.
- Successfully cross-skilled team members across multiple workflows to improve operational flexibility, resource utilization, and business continuity.
- Managed and mentored operational teams supporting multiple business-critical initiatives and high-priority deliverables.
- Successfully groomed and promoted:4 associates from L2 to L3
2 associates from L3 to L4 Process Lead roles
- Conducted coaching sessions, performance reviews, operational huddles, and development discussions to strengthen team capability and leadership readiness.
Team Leader (Internal Promotion)
Groupon Private Limited
09.2018 - Current
- Managed 17 associates, including 5 Sr. escalation and 3 team coaches, supporting North America locale. Monitored and drove performance to achieve key performance indicators (KPIs).
- Monitor team performance and conduct regular performance evaluations, providing constructive feedback and coaching team members to enhance their customer service skills. Coordinate with other departments to address and resolve complex customer issues, ensuring prompt and effective solutions.
- Monitored team performance and conducted regular performance evaluations, provided constructive feedback and coached team members to enhance customer service skills.
- As of Sep 2018 – Till Date (4.11 years)
- (Total experience with Groupon as of Aug 2023 is 6.8 Years)
Sr. Customer Service Representative
Groupon Private Limited
10.2016 - 09.2018
- Handled chat and email tickets for three different lines of business: local deals, Groupon goods, and Groupon Getaways in North America.
- Delivered exceptional customer service to diverse client base, receiving consistent positive feedback while resolving high volume of inquiries through chats and emails.
- Oct 2016 – Sep 2018 (1.9 years)
Nodal officer (Customer Service)
Aegis Private Limited
10.2015 - 09.2016
- Handled escalation tickets, formulating and implementing solutions for high severity tickets unresolved for over 5 days.
- Oct 2015 – Sep 2016 (9 months)
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
Technical Support (Customer Service)
Sutherland Global Services
05.2013 - 06.2015
- Process: AT&T (US) - Assisting US customers via chat & call, following up the issues and fixing it in real-time.
- May 2013 – June 2015 (13 months)
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Education
BCA - Computer Applications
Patrician College of Arts And Science
Chennai01-2013
HSC - Computer Applications
St. Ursula’s Anglo Indian Higher Secondary School
Chennai01-2010
SSLC -
St. Kevin’s Anglo Indian Higher Secondary School
Chennai01-2008
Skills
Operations Management
Process Improvement
Workflow Optimization
Capacity Planning
SLA Management
Quality Management
Root Cause Analysis (RCA)
Business Operations
Continuous Improvement
Escalation Management
SOP Development & Implementation
UAT & Process Testing
Stakeholder Management
Change Management
Risk Mitigation
Team Management
Coaching & Mentoring
Performance Management
Talent Development
Employee Engagement
Cross-functional Collaboration
Training & Onboarding
Leadership Development
Conflict Resolution
Tableau
Excel & Dashboard Reporting
Data Analysis
KPI Tracking
Reporting & Insights
Workflow Auditing
Productivity Optimization
Tool Testing & Validation
JIRA
Process Documentation
Certification
People Management - Strong Outlier Management Skills. Implementing Action Plans and monitoring the performance on daily basis. Identifying the needs of the associates and taking appropriate decisions.
Interests
Timeline
Manager I, ML Data Operations
Amazon Development Center
11.2023 - Current
Team Leader (Internal Promotion)
Groupon Private Limited
09.2018 - Current
Sr. Customer Service Representative
Groupon Private Limited
10.2016 - 09.2018
Nodal officer (Customer Service)
Aegis Private Limited
10.2015 - 09.2016
Technical Support (Customer Service)
Sutherland Global Services
05.2013 - 06.2015
BCA - Computer Applications
Patrician College of Arts And Science
HSC - Computer Applications
St. Ursula’s Anglo Indian Higher Secondary School
SSLC -
St. Kevin’s Anglo Indian Higher Secondary School
REPORT & ANALYSIS
- Drive Associates KPI Metrics Weekly, Monthly and quarterly using Tableau.
- Creation of Weekly & Monthly Business Stacks Review for a locale comprising of 20+ Associates of different Transformations and Workflows.
- RCA on Quality, escalation requests and providing Action Plan to meet the business Quality parameter and requirements. Doing multiple remote/Side by side audits using Reveal CX tool.
- Raising all tool related issue though JIRA tool, GSS, TSS and closely working with the IT team to solve real-time issues.