Krishanu Sen Gupta

As an Ad Policing Manager at Amazon, I led a team of 15-20 Content Reviewers, responsible for ensuring the quality and integrity of Amazon’s advertising operations. My key responsibilities included:

• Innovative Reporting & Dashboard Creation: Designed and implemented advanced mechanisms and Excel-based dashboards to simplify complex reporting, enhancing visibility and tracking of Key Performance Indicators (KPIs). These tools improved efficiency in decision-making and team performance management.
• Project Leadership: Spearheaded the successful end-to-end launch of new initiatives, including headcount planning, training needs assessment, KPI goal setting, and Quality Assurance (QA) framework development. Led the team to achieve targets during peak periods, while ensuring full compliance with Service Level Agreements (SLAs).
• Performance Coaching & Optimization: Delivered targeted coaching to associates, significantly improving quality assurance scores and productivity metrics. Drove consistent performance that exceeded site-level KPI targets.
• KPI Monitoring & Analysis: Developed site-level performance dashboards for managers and team leads, enabling real-time monitoring and analysis of individual and team KPIs. These tools facilitated proactive management of team performance.
• Service Delivery & SLA Management: Managed service delivery metrics, ensuring optimal performance in advertiser support and maintaining an exceptional shopping experience for customers. Successfully met or exceeded SLA targets through continuous process improvement.
• Escalation & Issue Management: Efficiently handled escalations, Andon alerts, and advertiser appeals, resolving issues promptly to maintain service quality and satisfaction.
• Strategic Projects: Led critical projects aimed at meeting specific KPI goals at the site level, ensuring continuous alignment with broader operational objectives.

Reported to the Director of Operations, spearheading pilot projects for leading gaming companies while driving operational excellence and revenue growth.

• Project Leadership & Team Scaling: Successfully launched pilot projects for top-tier gaming companies, collaborating closely with the Director of Operations to scale team sizes and deliver the highest standards of Quality Assurance, contributing to increased revenue for the employer.
• Expertise-Driven Support: Leveraged 9 years of Customer Support experience and 7 years of Gaming experience to empower the pilot batch, ensuring seamless project execution and exceptional service delivery.
• Crisis & Operational Management: Demonstrated expertise in Crisis Management, Shrinkage Management, Shift Forecasting, Grief Management, and Training Needs Identification. Proactively addressed operational challenges to maintain business continuity and service quality.
• Employee Engagement & Retention: Maintained high levels of team motivation, significantly reducing employee attrition through engagement strategies and performance-driven leadership. Played a key role in employee retention by fostering a positive and growth-oriented work environment.
• CRM Training & Transition: Conducted CRM training for tools such as Zendesk and HelpShift, supporting new projects and guiding clients through smooth CRM transitions. Developed analytic mechanisms for tracking SLAs and KPIs, enhancing project performance.
• Operational Insights & Tool Development: Collaborated with internal developers and management to provide actionable insights for creating internal tools focused on trend analysis and process optimization, contributing to improved operational efficiency.
• Leadership Development: Identified and mentored emerging leaders, equipping the employer with a skilled leadership team capable of driving future growth and success.
• Multi-Project Management: Efficiently managed multiple projects simultaneously, consistently delivering the highest level of customer support and achieving key business objectives.

Reported to the Director of Operations, collaborating closely with the Service Delivery Manager.

• Process Launch & SOP Development: Assisted in launching new processes and creating Standard Operating Procedures (SOPs) for pilot projects, ensuring a structured and effective approach to service delivery.
• Team Management & Service Delivery: Managed a team of approximately 20 members, consistently meeting and exceeding Customer Satisfaction (CSAT) and Service Level Agreement (SLA) targets by delivering high-quality customer support.
• Project & KPI Management: Successfully handled multiple projects simultaneously, developed SOPs to enhance KPI performance, and ensured client SLAs were met with precision.
• Training & Transition: Oversaw the training and smooth transition of new team members, providing support to ensure their effective integration into the team and alignment with operational standards.
• Client Collaboration & Quality Assurance: Worked closely with clients to understand and address the "Voice of Players," contributing to the enhancement of gameplay mechanics. Established and calibrated Quality Assurance parameters to meet and exceed client expectations.

Reported to the Service Delivery Manager - Operations.

• Quality Customer Support: Delivered exceptional email-based support for player queries from leading gaming companies, ensuring a high-quality customer service experience.
• CSAT Achievement: Consistently maintained a high Customer Satisfaction (CSAT) score through effective and efficient resolution of support issues.
• CRM Proficiency: Utilized multiple CRM tools, including Salesforce, Zendesk, and HelpShift, to manage and track customer interactions and support queries.

Supervised a team of 20 technical support representatives, providing leadership and floor support for handling email-based queries for a leading Consumer Electronics company.

• Process Improvement & Team Development: Formulated comprehensive guidelines for handling technical support queries, ensuring consistency and efficiency. Conducted refresher training sessions to enhance product knowledge, boosting overall team performance and technical expertise.
• Escalation & SLA Management: Managed escalation emails, resolving complex issues while collaborating with Team Leads to ensure timely and effective service delivery. Played a key role in meeting and exceeding Service Level Agreements (SLAs) for client satisfaction.
• Recognition for Excellence: Awarded Best Employee for significantly improving customer satisfaction metrics, andcontributing to enhanced client relationships and business outcomes.

Provided email-based technical support for a leading Consumer Electronics company, reporting directly to the Team Lead - Operations.

• Customer Satisfaction Excellence: Consistently delivered top-tier support, achieving the highest Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings through accurate and timely technical issue resolution.
• Award-Winning Performance: Recognized with the Best Employee Award for significantly boosting customer satisfaction levels, enhancing both client relationships and overall company reputation.