Summary
Overview
Work History
Education
Skills
Timeline
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Harshad Kohale

Investigations Team Manager
Hyderabad

Summary

Dynamic and seasoned operations professional with 7 years of progressive experience across associate, team leader, trainer, quality analyst, team manager, quality manager, and senior manager roles. Proven track record of success in driving operational excellence, process optimization, and team leadership. Skilled in project management, stakeholder engagement, and cross-functional collaboration. Seeking a challenging opportunity to bring solid customer experience to organization.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

SEPO Investigations Manager

Amazon
10.2021 - Current
  • Handling team of 15 to 20 investigation specialists safeguarding Amazon platforms for sellers, buyers, and right owners who responds to complaints of policy and intellectual property violations from brands, agents, rights owners (ROs), sellers, and vendors across 19 marketplaces
  • Effectively management of day-to-day operations, which involve people management, quality of process and productivity standards
  • Worked on multiple process improvements which aimed at improving associate and seller experience
  • Worked on risk analysis for programs launched by change management team
  • Part of site productivity pillar leading improvement of AHT, utilization, NPT, schedule conformance of overall site
  • Working with work force and capacity planning team to ensure that service levels are met.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement

Customer Service Manager

Amazon
09.2018 - 10.2021
  • Handled multiple teams in different skills with Head Count ranging 20 to 30.
  • Effectively management of day-to-day operations, which involve people management, schedule adherence and productivity standards
  • Identifying root cause by diving deep, gather and analyze data to fix customer issue long term
  • Conducting weekly huddles, one on one sessions and coaching feedback sessions, to ensure feedback is delivered to associates for maintaining quality contacts and delivering results
  • Shortlisted for grooming newly promoted Resolution Specialists to achieve metrics and to understand responsibilities of Team leader under Thrive Program
  • Responsible for ensuring team delivery is met and part of commits discussion along with WFM and HCP
  • Formulating Weekly/Monthly and Quarterly business review documents and presenting it to leadership team in business review meetings.

CS Resolution Specialist

Amazon
05.2017 - 09.2018
  • Managing team with HC of 25 to 30 Customer Service Associates
  • Maintain and exceed productivity and quality service-level agreements
  • Supervise daily effectiveness (productivity standards, schedule adherence, break adherence, adherence of company policies, etc.) for multiple teams
  • Additional responsibilities include training (process and communication), motivating employees, planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts
  • Tracking process and behavioral misses from employees and implementing Performance improvements plans and Corrective actions
  • Developed Mentor-Mentee Program within team to improve team performance and develop associates
  • Providing weekly feedback on performance of associates
  • Handled Supervisor escalations on chats and emails to assure customer satisfaction.

Customer Service Associate

Amazon
07.2016 - 05.2017
  • Managed over 70-80 customer queries through chat and emails per day.
  • Ensuring that customer satisfaction was retained following Amazon Contact Tenets
  • Escalating customer issues and following up with customers to close loop
  • Worked on cross skill with NA Emails team
  • Maintained knowledge of current sales and promotions, policies regarding process and security practices
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.

Education

Bachelors of Engineering - Computer Technology

Kavikulguru Institute of Technology And Science
Nagpur, India
07.2012 - 07.2016

Skills

    Operations Management

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Timeline

SEPO Investigations Manager

Amazon
10.2021 - Current

Customer Service Manager

Amazon
09.2018 - 10.2021

CS Resolution Specialist

Amazon
05.2017 - 09.2018

Customer Service Associate

Amazon
07.2016 - 05.2017

Bachelors of Engineering - Computer Technology

Kavikulguru Institute of Technology And Science
07.2012 - 07.2016

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Harshad KohaleInvestigations Team Manager