Francis Mondal
Hyderabad
Summary
Versatile Program Manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Program Manager
Amazon Development Center India
Hyderabad
04.2022 - Current
- Supported the Global Command Center team in day-to-day operation by maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of Service Level real time metrics and customer experience
- Continuously monitored the real time network performance and took actions to mitigate any risk to metrics and customer experience
- Managed high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and associate experience
- Defined and scoped projects by working closely with internal teams and their clients to understand their needs and priorities. Planned and executed the identified projects by working with various teams
- Wrote daily business review documents and prepared reports for Senior leadership. Dived deep into data/process, identified problems and solutions and presented to leadership
Microsite Advisor
Amazon Development Center India
Hyderabad
10.2017 - 04.2022
- Actively worked with Associates and handled concerns quickly and efficiently. Escalated major issues to supervisor/management when required.
- Worked with Program Managers, Process Engineers to deliver projects accurately and efficiently.
- Used Microsoft Word/Excel and other software tools to create documents/spreadsheets and other communications as required
- Carried out Microsite Advisor day-to-day duties accurately and efficiently, including maintaining project pipeline
- Led projects and analyzed data to identify opportunities for improvement.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Selling Partner Support Associate
Amazon Development Center India
Hyderabad
08.2016 - 10.2017
- Answered Selling Partner inquiries via email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Associate Web Designer
Global Website Solution
Kolkata
03.2012 - 02.2016
- Designed websites for specific customer needs.
- Marketed websites both online and offline.
Water Consultant
Britannic Water Treatment Co.
Doha
05.2009 - 12.2010
- Worked as a Water Consultant marketing the company's products such as filters and water plants.
- Provided live demonstration to customers both in homes and offices about water quality.
SME
Wipro Limited
Kolkata
01.2007 - 10.2008
- Provided Customer Service for the client managed by the company
- As an SME handled a team of 10-12 Associates and provided support to them
- Handled day-to-day SME activities such as preparing and sharing various reports with Leadership
Education
Bachelor of Science - Economics
St. Xavier's College
KolkataHigh School Diploma -
St. Xavier's Collegiate School
KolkataSkills
- Analytical and Critical Thinking
- Customer Service
- Decision-Making
- MS Office Applications
- Stakeholder Management
- Project Lifecycle
- Interpersonal Skills
- Problem-Solving
- Planning and Coordination
- Advisory
- Data Analysis
Certification
- LinkedIn - Scrum: The Basics
- LinkedIn - Agile Foundations
Languages
Bengali
First Language
English
Proficient (C2)
C2
Timeline
Program Manager
Amazon Development Center India
04.2022 - Current
Microsite Advisor
Amazon Development Center India
10.2017 - 04.2022
Selling Partner Support Associate
Amazon Development Center India
08.2016 - 10.2017
Associate Web Designer
Global Website Solution
03.2012 - 02.2016
Water Consultant
Britannic Water Treatment Co.
05.2009 - 12.2010
SME
Wipro Limited
01.2007 - 10.2008
Bachelor of Science - Economics
St. Xavier's College
High School Diploma -
St. Xavier's Collegiate School
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