Lokesh Sarosia
Team Manager(CS) Customer Service
Secunderabad
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
12
12
years of professional experience
1
1
Language
Work History
Team Manager CS Operations Customer Service
Amazon Development Center India Pvt. Ltd. (Hyd 20)
04.2022 - 07.2025
- Responsible for team performance, setting expectations and goals, and maintaining a singular focus on ensuring and improving customer satisfaction by identifying broader customer-impacting issues and implementing solutions to ensure that the management of Service Level Agreements, quality, productivity goals, and customer experience are adhered to by all associates. Driven quality and productivity while achieving real-time desired service levels.
- Led a team of 20 to 25 associates and tracked their performance at work on contact-handled time per contact, achieved RAP (Repeat Adjusted Response), and productivity metrics. Resolve customer escalations on orders, promotions, and refunds.
- Mentor and act as a resource for new managers, expedite their learning curve, and devise an action plan to develop and groom associates into future CS Managers.
- Communicating policies to associates and becoming the primary information source for staff; following up to ensure compliance and consistency; taking corrective action as necessary, and documenting the issue and actions taken.
- Rectify errors for bottom performers and identify areas of improvement, working closely to groom them to meet and maintain standard targets.
- Developed and achieved performance goals and targets in line with the network-wide vision and goals.
- Passionately participate in and drive the continuous improvement culture through kaizen and lean projects.
- Monitoring and reporting any HR issues, opportunities, and development plans, and retention discussions.
- Led cross-functional teams to streamline operational processes, resulting in improved efficiency and enhanced team productivity.
- Developed and implemented training programs for new hires, fostering a culture of continuous improvement and collaboration.
- Analyzed performance metrics to identify trends, enabling proactive adjustments that increased team output and customer satisfaction.
- Facilitated regular team meetings to promote open communication, ensuring alignment on operational goals and addressing challenges swiftly.
- Led a team of customer service representatives, enhancing operational efficiency and improving service delivery standards.
- Streamlined customer support processes by implementing feedback mechanisms, resulting in increased customer satisfaction and retention.
- Trained new hires on customer engagement strategies, fostering a knowledgeable workforce capable of handling diverse inquiries.
- Analyzed customer service metrics to identify trends, driving targeted improvements and optimizing team performance.
Resolution Specialist- IN
Amazon Development Center
08.2018 - 04.2022
- Resolve customer escalations on orders, promotions & refunds.
- Acted as a DART (Dynamic Andon Response Tool) for L2 associates, delivering first-contact resolution guidance through chat/phone and effectively escalating critical issues to the appropriate stakeholders.
- Recognized as a subject matter expert, training new hires and contributing to process improvement initiatives.
- Work on all three mediums. Chats, Phones and Email.
- Support other escalation teams. (IN SNR).
- Dart for Amazon retail customer service process
- Resolved complex customer inquiries by analyzing issues and implementing effective solutions, enhancing overall customer satisfaction.
- Collaborated with cross-functional teams to streamline processes, resulting in improved resolution times and operational efficiency.
- Trained and mentored new team members on best practices, fostering a collaborative environment and enhancing team performance.
- Utilized data analytics tools to monitor trends in customer feedback, driving initiatives that improved service quality and responsiveness.
Customer Service Associate
Amazon Development Center
09.2015 - 09.2018
- Maintained customer relationship by responding to inquiries, documenting actions.
- Prepared for customer inquiries by studying products, services, and customer service processes.
- Improved quality service by recommending improved processes; identifying new products and service applications.
- IN Phones Amazon retail customer service process Hyd 11
- Delivered exceptional customer support by resolving inquiries and issues, enhancing overall customer satisfaction and loyalty.
- Streamlined support processes by implementing feedback mechanisms, significantly improving response times and service efficiency.
- Collaborated with cross-functional teams to address customer concerns, fostering positive relationships and ensuring alignment with service standards.
- Trained new associates on customer service protocols, contributing to team knowledge and improved service delivery.
Customer Due Diligence Analyst
HSBC Electronic Data Processing (India) Pvt. Ltd
03.2013 - 08.2015
- Job Description: Involved in Financial Transaction (Debits and credit) for customers profile like salaried employees, business owners, home maker for monitoring to avoid fraudulent and abusive practices such as money laundering, fake passport & address documents, Investigation on source of money by communicating with the customers through email and World check for United Kingdom High Risk Customer-Limited Liability Partnership, Sole traders, Partnership firm.
- Review and update customer KYC details like Annual income, Country of residence for registered business and proofs for Identification and address details for business profile customer's and personal savings profile customer.
- Analyzed UK Based KYC documentation for Commercial Banking (Existing to Bank) Customers, aligning with AML Policies and Procedures.
- Conducted Enhanced Due Diligence (EDD) reviews on High-Risk and SCC customers, comprehensively assessing their Source of Wealth (SoW).
- Achieved 100% compliance with regulatory requirements, ensuring only legitimate and bona fide customers were accepted and continued to do business with HSBC.
- UK Based process
- Conducted comprehensive risk assessments and enhanced due diligence processes, ensuring compliance with regulatory standards and mitigating potential risks.
- Analyzed customer financial data and transactional history to identify suspicious activities, contributing to the prevention of fraud and money laundering.
- Collaborated with cross-functional teams to streamline reporting procedures, resulting in improved efficiency and accuracy in customer risk evaluations.
- Developed and maintained detailed documentation for due diligence investigations, supporting audit readiness and compliance with internal policies.
Education
B.com Graduate -
Osmania University
12.2010
Basics in Computers - MS Office
Aptech India - Aptech Limited
Intermediate - Business/Commerce
Nalanda Jr. College
Adilabad, Telangana, India04.2007
SSC - undefined
Dayanda High School
India05.2005
Skills
Team leadership
Interests
Listening to Music of AR Rehman, Playing Cricket, Tennis, Swimming
Accomplishments
- Silver Shield Peak RNR 2017: Certificate of Appreciation Award is for the employees with the second-best performance in their respective skills Amazon.
- Outstanding Employee Peak RNR 2017: Recognized as exceptional performance for specialty skill.
- Team of Quarter 2013: Winner Award.
Declaration
I hereby declare that the above given statements are true to the best of my knowledge and I bear the responsibility for correctness of the above-mentioned particulars. Date: 2025-10-28 Place: Secundrabad. (Lokesh Sarosia).
Listening to music, Travelling, Watching Movies
Multiple appreciations from the stakeholders/ leadership.
Have been Awarded Silver Certification in Amazon for delivering world class customer service.
Awarded Best Team awards in 2015 in HSBC AML KYC Process.
Timeline
Team Manager CS Operations Customer Service
Amazon Development Center India Pvt. Ltd. (Hyd 20)
04.2022 - 07.2025
Resolution Specialist- IN
Amazon Development Center
08.2018 - 04.2022
Customer Service Associate
Amazon Development Center
09.2015 - 09.2018
Customer Due Diligence Analyst
HSBC Electronic Data Processing (India) Pvt. Ltd
03.2013 - 08.2015
Basics in Computers - MS Office
Aptech India - Aptech Limited
Intermediate - Business/Commerce
Nalanda Jr. College
SSC - undefined
Dayanda High School
B.com Graduate -
Osmania University