Travel
Gurubhagavatula Dharma Teja
Team Manager
Hyderabad
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Manager Level II (Acting)
Amazon
Hyderabad
02.2022 - Current
- Manages performance of 3-4 supervisors through effective 1:1 meetings, coaching, and mentor ship
- Serves as a leader and point of contact for escalated contact resolution of a supervisory nature or complex problems
- Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed
- Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement
- Ensures that the team has a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience
- Participates in Kaizen events to identify and implement process improvement change initiatives
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions
- Active participation in building Seller Support team & raising the bar in hiring process
- People management i.e Appraisal, training and mentoring talent to grow within organization & control attrition
- Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the Sellers and associates includes working on projects which will help better the Selling Partner experience and raise the standard of the experience provided
- Identifying the needs of Selling partner and the associate and balancing the same by creating new process and streamlining the existing process.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Led projects and analyzed data to identify opportunities for improvement.
- Drove operational improvements which resulted in savings and improved profit margins.
Manager Level I
Amazon
Hyderabad
11.2017 - 02.2022
- Managing performance and behavior of 20-22 Amazon Associates through effective 1:1 meetings, coaching, and mentorship
- Implementing performance goals, monitoring and evaluating against pre-set goals
- Implementing action plans to resolve performance barriers as needed
- Ensuring that Associates have clear understanding of performance and behavior criteria and how it impacts site performance and overall Seller experience
- Partnering with workforce management to execute daily staffing plans, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals
- Managing schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management
- Participates in daily Kaizen events to identify and implement process improvement change initiatives
- Conducts seller interaction audits and provide coaching to improve performance
- Liaising with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions
- Working with program teams to fix issues that are present in process
- Having timely conversations with team members and identifying growth aspirations and putting plan in place based on their strengths and aspirations
- Attending Weekly Business Review calls for Business to business program and peer to peer program to voice out seller’s issue/feedback
- Additional activities
- Andon Reduction project to ensure that the associates are self-sufficient to handle the queries and empowering them
- ATM site PoC: Ensuring that the site meeting the adherence goals by passing on the feedback to the floor based on the miss and ensuring that the SOP adherence is at 95%
- Ops huddle: In order to ensure that associates are able to work in a dynamic environment and to ensure that associate deliver the best customer experience by providing right information to our customer, huddles are conducted bi-weekly and the updates are discussed with the associates
- Business2Business: Working as PoC for 3P B2B with Program team attending the WBR and providing relevant inputs for changes in volume and highlighting VoS requests to the team
- Handling Adohc escalation cases which are shared by the program team
- Representing SPS in the Amazon Connect Virtual Summit and assisting the Selling partners with their existing issues and understanding needs of selling partner and formulating a plan to help them.
Associate Advisor
Amazon
Hyderabad
02.2016 - 11.2017
- Driving the AHT by using the RTA and making real time interventions on the contacts which are above the goal
- Reviewing the key metric (Positive Response Rate) every day to identify the outliers on a six week trend and implementing appropriate action plans
- Real time audits of seller contacts (phone/email) to ensure that the seller experience is at its best
- Driving the seller experience in the team to identify the gaps in the SOP and update the SOPs
- Additional activities
- Daily stand up call for the partnered sites and ensured knowledge transfer
- Reviewing the Transfer rate with the partnered site operations to understand their challenges and working with the site readiness manager to mitigate those challenges
- Developing alternate mechanisms to solve real time challenges
- Identifying and analysing the problem statement and prioritizing it to ensure that the concerned resolver group gets their attention to it.
- Identified and reported issues that negatively impacted customer experience.
- Collaborated with team members to share knowledge, identify competencies and achieve service level agreements.
- Planned, developed and implemented strategies to convey information with key decision makers.
- Anticipated responses and prepared clear and articulate answers.
- Generated reports detailing findings and recommendations.
Mentor Amazon Partnered Site
Amazon
Hyderabad
10.2015 - 01.2016
- (DAK and JAI)
- Setting up a mechanism to handle Fulfilment by Amazon - India phone/email contacts at two of our partnered sites DAK and JAI in India
- Defining the transfer guidelines for the partnered sites to ensure that the partnered sites resources are utilized effectively,
- Ensuring that the site is meeting the goals for PRR by conducting refreshers, PKT and daily stand up huddles for effective communication of process updates
- Driving the AHT within the team by providing prompt assistance and helping the associate to become independent there by reducing the ANDON cord
- Training the associate to work backwards from the seller’s perspective which would help the associate to address all the concerns of the seller and bring down the reopen rate
- Preparing a schedule for the mentors to ensure there is a effective floor support throughout the business hours
- Worked with partnered training mangers and operations manager on a weekly basis to identify the BQ and design a Plan of Action to improve their performance and move them up the stack.
- Participated in team-building activities to enhance working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Selling Partner Support Associate
Amazon
Hyderabad
11.2014 - 09.2015
- Using audit mechanisms to drive customer’s issue to a customer centric resolution
- Going an extra mile and working with the stake holders in defining/redefining to ensure that the customer’s issue is addressed
- Using analytical and reasoning skills to look at a problem and find the best possible resolutions within a stipulated time frame to enhance the customer experience.
- Resolved problems, improved operations and provided exceptional service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Conducted research, gathered information from multiple sources and presented results.
Education
Bachelor of Science - E.C.E
Vignan University
Guntur 06.2009 - 07.2013
Intermediate -
Vignan University
Hyderabad 06.2007 - 05.2009
X standard -
Board of Intermediate Education
Hyderabad 06.2006 - 04.2007
Skills
Developing managers
Managing service level agreements
Operations Management
Stake Holder Management
Six Sigma: Yellow belt trained
Six Sigma: Lean and Green belt certified
Interests
Gardening
Watching Anime
Photography
Timeline
Manager Level II (Acting)
Amazon
02.2022 - Current
Manager Level I
Amazon
11.2017 - 02.2022
Associate Advisor
Amazon
02.2016 - 11.2017
Mentor Amazon Partnered Site
Amazon
10.2015 - 01.2016
Selling Partner Support Associate
Amazon
11.2014 - 09.2015
Bachelor of Science - E.C.E
Vignan University
06.2009 - 07.2013
Intermediate -
Vignan University
06.2007 - 05.2009
X standard -
Board of Intermediate Education
06.2006 - 04.2007