Summary
Overview
Work History
Education
Skills
Freelance
Additional Information
Languages
Timeline
Generic

Kalyani Vanga

Hyderabad

Summary

Experienced operations expert skilled at effectively overseeing and nurturing specialized customer service and operations teams. Proven track record in team management, ensuring SLA and compliance adherence, proficient case management, and optimizing processes. Adept at elevating client service, fostering customer engagement, and driving organic growth. Highly effective in engaging with stakeholders, spearheading strategic initiatives, and delivering strong team leadership to efficiently achieve business goals.

Overview

10
10
years of professional experience

Work History

Digital, Devices & Alexa Support Team Manager

Amazon
05.2019 - Current
  • Managed and mentored teams of 15-30 associates, providing guidance and support for real-time customer interactions while monitoring performance metrics and preparing them to succeed in current roles and beyond
  • Tracked SLAs to ensure overall Amazon VCSIND site shrinkage targets are met
  • Conducted regular weekly meetings to identify challenges and organized targeted training sessions based on associate feedback and audits, resulting in improved process knowledge
  • Dive- Deepeed into the Customer contacts' data sets of Amazon Prime Video, Kindle and Fire TV skills and provided process improvements to reduce customer as well as customer support associate efforts and time
  • Initiated and implemented the "Fire TV Email Channel Removal from Amazon.com" project in 2019
  • This project improved the VCSIND site RAP metrics by 12% across all Amazon Digital sites around the globe
  • Created a Manager Tool Box in July 2021 which bridges the handover gap in new Team Manager onboarding
  • It is a hub of all the resources, web links, reporting formats, broadcast videos on data analysis and reporting which was used for 6 batches of Manager onboardings and is still in use
  • Collaborated with Talent Acquisition team in 2022 for hiring Voice associates from all over India who can provide exceptionally good customer service on Phone to North American customers during
  • Prime Video Live Events which improved customer satisfaction by 23% compared to 2021
  • Worked with the Global Command Centre (GCC) team to establish an efficient On-call schedule for Team managers, facilitating associate skill-switching to maintain service levels all at all times
  • Acted as Production Transition Manager for 9 months in the Team Manager role itself and handled 400 New Hire associates in 8 batches from, with 100% graduation
  • Worked cross-functionally with various departments on projects.
  • Analyzed and reported digital campaign performance with focus on program optimization.

Advanced Technician

Amazon
10.2018 - 05.2019
  • Provided support to customers and Customer Support associates for concession exceptions and escalations
  • Identified key contact drivers and potential recurring issues, which helped in bridging the gap between Operations and Ticketing teams
  • Served as a GEMBA POC (Point of contact), conducting in-depth data audits and collaborating with stakeholders to propose ideas for LSC (Leadership Steering Committee) review
  • Conducted targeted training sessions on specific topics, assisting underperforming associates in improving their skills
  • Worked as a Subject Matter Expert (SME), sharing expertise and guidance with identified associates to enhance their performance.

Senior Technical Support Specialist

Amazon
09.2016 - 10.2018


  • Assisted customers with Cloud Drive, Games and Software Downloads, Amazon Music, Fire TV, Kindle, Prime Video, Appstore and Echo device inquiries across various marketplaces, including NA, CA, UK, AU, and IN
  • Collaborated with Team Managers to investigate and resolve issues, conducting in-depth analysis and documenting insights
  • Played a key role in multiple projects, identifying root causes through data analysis and contributing insights for process improvement
  • Provided subject matter expertise (SME) support during NHT nesting phases, aiding in the development of new associates

Quality Analyst

Amazon
01.2016 - 09.2016
  • Conducted quality audits of customer support interactions
  • Assisted in the development of training materials and process documentation, ticket management (meeting SLAs and responding/resolving tickets)
  • Created ad-hoc operational reports, status updates on a need basis

Digital Technical Support Associate

Amazon
01.2015 - 01.2016
  • Assisted customers with Kindle, Fire TV and Amazon Video related inquiries across various marketplaces, including NA, CA, UK, AU, and IN
  • Provided insights through Gemba ideas for process improvements Served as a Subject Matter Expert (SME), offering support and guidance to multiple New Hire Training (NHT) batches.

Retail Customer Support Associate

Amazon
10.2013 - 01.2015
  • Managed Amazon.com (U.S) retail chats and e-mails, promptly assisting customers with Amazon account-related and retail order-related inquiries
  • Documented insights from data analysis, contributing to process improvements.

Education

B.Tech - Information Technology

Jawaharlal Nehru Technological University
06.2014

Skills

  • Quality Assurance
  • Customer Experience
  • Cost Control
  • Quality Control
  • Team Development
  • Technical Support
  • Service Quality
  • Constructive Feedback
  • Schedule Coordination
  • Staff Management
  • Customer Service Expertise
  • Service Team Support
  • Document Management
  • Administrative Support
  • Communications Support
  • Corrective Action Planning
  • Status Updates
  • Customer Satisfaction
  • Root Cause Analysis
  • Change Management Process
  • Project Management
  • Problem Resolution
  • Continuous Improvement Process
  • Employee Performance Reviews
  • Operational Efficiency
  • KPI Management
  • Customer Needs Assessments
  • Compliance Requirements
  • Documentation Skills
  • Staff Meetings
  • New Hire Orientation
  • Service Level Agreements
  • Verbal and Written Communication
  • Cross-Functional Collaboration
  • Effective Customer Service
  • Program Monitoring
  • Queue Management
  • Conflict Management
  • Decisive Decision-Making
  • Key Performance Indicators (KPIs)
  • Behavior Identification

Freelance

   

  • Volunteered for Google, Qualcomm, Cognizant, Shell, KIMS hospitals’ corporate events assisting them in conducting interviews, written tests and recreational meets through Metrittrac - March 2012 to February 2013
  • Volunteer at Cop 11 MUN for Bio Diversity conference - July 2012 to October 2012
  • Worked as a content creator for lifestyle Blogs through InstaStudio platform from June 2010 to January 2012

Additional Information

  • The Attrition Guardian Award – Award to Managers with 0% attrition for a year – June 2022 to June 2023
  • Super Production Team Manager Award, Amazon – Quarter 2, Quarter 3 and Quarter 4 in 2021
  • R2-D2 Extra Mile Award – Awarded for contributing to an area outside one's regular scope and can be measured through metric improvements – November 2020
  • Making Great Hiring Decisions Award – May 2020
  • Amazon Cloud Drive Launch Team Rockstar – Diving deep to assign realistic and appropriate goals for Cloud Drive skill
  • Star Performer, Digi Innovator and 54 other awards related to performance, ownership and innovation

Languages

English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Timeline

Digital, Devices & Alexa Support Team Manager

Amazon
05.2019 - Current

Advanced Technician

Amazon
10.2018 - 05.2019

Senior Technical Support Specialist

Amazon
09.2016 - 10.2018

Quality Analyst

Amazon
01.2016 - 09.2016

Digital Technical Support Associate

Amazon
01.2015 - 01.2016

Retail Customer Support Associate

Amazon
10.2013 - 01.2015

B.Tech - Information Technology

Jawaharlal Nehru Technological University

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Kalyani Vanga