Jonas Thambidorai

Team Manager

Amazon India

2 2017 - Current

Responsible for coaching, building, and leading high performing CSAs and teams resulting in world class customer experience.
With guidance from senior leadership, lead teams using Amazon leadership principles, translate Amazon vision, Amazon Contact Tenets, and provide direction to achieve individual and team performance goals.
Expertise in managing operations for rendering and achieving quality services; providing customer support, answering queries & resolving issues to ensure maximum CSAT.
Experience in directly leading a team of up to 40 associates- Experience interviewing and selecting people who can maintain high performance bar.
Handled and Managed all Customer Service Specialty and Non-Specialty skills within India Marketplace, improved key performance indicators and set up cadence for leadership review.
Launched and ensured CS readiness and escalation matrix for skill launches such as Login & Pay with Amazon(LPA), Consumer Electronics, Mybazaar(Amazon Easy), Ticket deposit receipt(TDR) & Currently working on IN Amazon Vine program Launch.
Facilitating and driving team meetings with relevant stake holders, tracking issues, identifying risks and suggesting mitigation options.
Standardized IN BackOffice & India Affiliates skills by liaising with the relevant payment and program teams to streamline and eliminate stagnant processes within skills which saved 3FTE & 5 FTE(Full time employee).
Represented HYD site in FRRs(First responders) and War-rooms for over 11 peaks.
Led New-Hire Transition for Amazon retail process with 97% conversion rate for IXC IND site.
Hosted RnR events, award shows, podcasts & talk shows alongside many great and empowering leaders.
Acknowledged with People Manager award for Q1,Q2,Q3&Q4 in 2019.
Acknowledged with Outstanding leader award for Q1, 2022.
Currently leading the North America CSBA team to ensure operational excellence, provide world class customer service and eliminate process defects.
As a certified LaT upskilled front-line leaders with effective coaching, provided learners with tools and knowledge to thrive in their roles, prepared leaders to confidently take on the next role and scaled our Day 1 culture of learning.
AmaZone Ambassador and Mentor - Helped developing the all new WW internal communication platform.