Kanamarlaputi Sai Charan

• Review, classify and triage Alexa on-device feedback interaction data for customer identified issue remediation and analyze Alexa Content Policies to identify violations to mitigate customer exposure when interacting with Alexa enabled devices
• Use specific tooling to craft and implement business rules to prevent identified policy-violating content from being served to customers when interacting with the Alexa AI.
• Engage partner teams to address sensitive content identified as policy-violating and poor quality.
• Analyzed large datasets using statistical methods and software programs.
• Maintained accurate records of all data collected during analysis processes.
• Assisted in training staff on how to use analytical tools effectively.

• Support the testing product launches/releases
• Partnering with Engineering/Business/Product teams to onboard new technical use cases
• Collaborating with Software Engineering teams to enhance diagnostic framework tooling.
• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Implemented new technologies to streamline operations, reduce costs, and improve customer service.
• Monitored staff performance and addressed issues.
• Trained employees on additional job positions to maintain coverage of roles.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.

• Worked as a Subject Matter Expert for a batch of 15 new hires and 15 tenured associates for 18 months.
• Showed excellent ability in bringing harmony between new hires and the company and helped them adjust to the company rapport within a short period of time.
• Worked with Tech teams in making device and app troubleshooting simpler by creating automatic log analyzers for Alexa-based devices.
Excellent communication skills across multiple teams and issues.

• Received many appreciations for Customer Delight.
• Received Performer of the Team for Q1-2024 and was awarded Employee of the Quarter for multiple quarters including: Q1-2022, Q3-2022, Q4-2021, Q4-2022.
• Handled a team of 13 associates and was responsible for training, graduation, and maintaining the team for 9 months.