Madhusudhan Rao
Bengaluru
Summary
Results-oriented Sr Administrator at Amazon, specializing in conflict resolution and investigative techniques. Successfully managed complex cases while driving process improvements and ensuring compliance. Notable achievements include enhancing team performance through targeted training initiatives and fostering strong stakeholder relationships to align with organizational objectives.
Overview
10
10
years of professional experience
Work History
Sr Administrator, Appeals
Amazon
09.2020 - Current
- I evaluate the appropriateness of disciplinary actions taken against employees, such as written warnings and terminations
- My responsibilities include conducting comprehensive investigations to assess policy adherence based on evidence and witness statements
- This involves interviewing claimants, witnesses, and the target employee, as well as analysing investigative data and producing documentation
- Based on my findings, I have the authority to take appropriate actions, including downgrading disciplinary measures or reinstating the employee's employment if necessary
- Additionally, I identify process defects, recommend remediation, and collaborate with multiple stakeholders to ensure a thorough understanding of the organizational experience
- Handle confidential information responsibly, escalate issues as needed, and support hourly employee client groups with populations of 2,000
- Respond promptly to associate inquiries across calls, cases, and tickets, ensuring accurate, thorough, and policy-compliant documentation
- Utilize deep diving skills and Amazon policy expertise to identify required documentation for appeal cases, assessing for accuracy and past precedent
- Investigate various information sources, such as Amazon policy, past applications, and associate statements, to ensure consistent and proper outcomes
- Conduct comprehensive investigations of disciplinary actions, applying investigative skills to assess policy adherence based on evidence and witness statements including claimant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation
- Take appropriate actions such as termination, downgrading, or reinstatement based on findings from deep dive investigations
- Identify process defects, recommend remediation, and collaborate with multiple stakeholders to ensure a solid understanding of the Amazon experience
- Analyze data from internal systems to propose corrective actions and identify trends, opportunities for mitigation, and potential policy adjustments
- Execute complex cases that may be escalated from others
- Requires independent research and interpretation of processes and policy from both internal and external sources
- Manage complex, difficult conversations across multiple organizational levels, ensuring clear communication and resolution
- Handling Case Management independently, ensuring timely resolution and closure, while earning the trust of employees and managing difficult conversations
- Act as a subject matter expert, providing guidance to customers, team members, and vendors, while managing case workloads and supporting large employee populations
- Interface with various levels of the organization to identify and resolve both internal and external gaps
- Responds quickly and accurately to questions from team, internal business partners, and customers including high level leadership teams
Specialized Case Manager (SSG Case Manager)
Amazon
09.2020 - Current
- Handle customer and partner queries related to US and Canada Disability, leave events, benefits, payroll, and AtoZ inquiries through various communication channels, ensuring timely resolutions
- Use deep diving skills to manage escalations, de-escalate complex cases, and apply Amazon policy expertise to identify required documentation for appeals
- Assess and maintain accurate documentation, leveraging HRIS or Applicant Tracking Systems, and ensuring system records are updated promptly and accurately
- Monitor and manage case queues, assign cases based on SLAs, and ensure timely completion by collaborating with stakeholders and leadership teams
- Performing daily audits for the entire team and provide coaching to them to ensure the required KPI targets are met
- Serve as a point of contact for employees to provide case management services, including medical documentation review to adjudicate compliance with corresponding leave plans, federal and state laws and benefit plans as defined by Amazon
- Consult, coordinate and partner with our third-party administrator, local HR, Safety, Legal, Payroll, Benefits, team members and other support units as appropriate
- Provided training to around 20+ new hire batches and conducted their new hire orientation sessions
- Acted as a point of contact for various stakeholders and other leadership to access data, analyze trends and provide recommendations on process enhancements to make sure SLAs are met
- Dive deep into actions taken by associates, reporting findings, and making recommendations for process improvements
- Conducted weekly 1:1 feedback session for the team and provided coaching to enhance their performance and maintain SLA
- Ensured 100% quality in every month of every quarter and prepared monthly and weekly reports for the entire team
- Organized stakeholder meetings and conducted weekly meetings with the Senior Leadership
Credits Team Manager
HSBC
08.2017 - 09.2018
- Led a team of 15 Quality Analysts, overseeing daily, weekly, and monthly case management and ticket audits to ensure performance standards are met
- Managed daily business transactions including wire transfers, financial spreading, credit analysis, Libor creations, rollovers, reconciliations, and document maintenance, ensuring adherence to SLAs
- Client Management and Stakeholder Management by maintaining coordination between the onshore and offshore teams
- Ensured timely case management and closure, meeting SLA requirements and maintaining high levels of accuracy
- Developed team metrics and career plans, while coaching, training, and mentoring team members to enhance data integrity and support continuous growth
Customer Support Executive
Amazon
09.2015 - 01.2017
- Handle escalations from customers and other advisors over the phone, email, and chat
- Proactively identify solutions to questions you anticipate our customers having in each interaction
- Performing various activities like KYC, AML and for the US, UK and India customers
- Monitor the customer satisfaction levels and develop methods for increasing them
- Monitoring high risk customer and reporting any fraudulent transactions and blocking of such accounts
- Streamlined various processes, which resulted in work being off-shored from multiple regions across the globe
- Had conducted 30+ New Hire Orientation sessions and training sessions for new hires
- I was recognized as an accredited trainer and SME in the process and trained staff over 30+ batches
- I have been the point of contact for all Ad hoc projects and escalations from onshore
- Created many interactive process-related videos to ensure any changes in the process are easily understood
Education
PGDM -
Aurora PG College affiliated to Osmania University
Hyderabad01.2020
Bachelor of Commerce -
Badruka College of Commerce and Arts
Hyderabad01.2017
Skills
- Project Management
- Quality Assurance
- De-escalation
- Operations management
- Relationship development
- Decision-making
- Policy writing
- Training and Development
- Stakeholder Relationship Management
- Vendor management
- Automation
- Investigative techniques
- Case management
- Conflict resolution
- Process improvement
Timeline
Sr Administrator, Appeals
Amazon
09.2020 - Current
Specialized Case Manager (SSG Case Manager)
Amazon
09.2020 - Current
Credits Team Manager
HSBC
08.2017 - 09.2018
Customer Support Executive
Amazon
09.2015 - 01.2017
PGDM -
Aurora PG College affiliated to Osmania University
Bachelor of Commerce -
Badruka College of Commerce and Arts
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