KASULA MALIKA
Hyderabad
Summary
Seeking senior managerial assignments in Operations Management with a reputed organization in any sector.
Participative management professional; result focused and practical. Extensive experience in developing plans & SOPs for overall management, supervision and implementation of various programs related to process operations. A strategic thinker with expertise in designing unique operating methods and an aggressive go getter with excellent stake holder-relationship skills and an effective communicator with good presentation, leadership and team managing skills.
Experienced with coordinating and managing multiple projects simultaneously. Utilizes effective communication and organizational skills to ensure seamless project execution. Track record of implementing process improvements and achieving project milestones.
Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Program Manager II
Amazon Seller Services
Hyderabad
07.2021 - Current
- Built teams to address project goals and objectives for multiple projects.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Participated in pilot tests and revised programs based on feedback and results.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
- Identified program obstacles and communicated possible impacts to team.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
Transportation Specialist II (Trans SME)
Amazon Seller Services Pvt. Ltd
Hyderabad
06.2016 - 11.2019
- Leading a team of 4 in setting up the 3P POD Audit process by working with Finance,3P management team and increased the number of contacts per associate to 2x times through standardization and automation.
- Prominent in handling POD Audit, publishing score card etc.
- In charge of accomplishing weekly quality audit of tickets worked upon by the complete team.
- Responsible for teams’ shifts scheduling thereby to make sure the promised SLAs practical.
- Responsible in training new folks.
- Has been a point of contact and bridge between ground operation teams and program management teams while involving in the implementation of new projects such as RTS (Return to station – Launch and execution), Secured Delivery, Telephony Service, and Transition from LOADID to VRID.
- Held responsible to track technical issues during peak business seasons, thereafter taking them up with the technical teams concerned and getting them fixed with rigorous follow-ups.
- Shared idea for 'Defect reduction – RFS Refund Process on C-Return' and same had been approved and implemented. This resulted potential savings of 42.57 million INR for 2018. Also roll back percentage has dropped by 87% and incorrect refunds percentage dropped by 83%.
- Prepared SOPs for handling technical glitches reported by ground operations teams.
- Streamlined the process of FBA-IB which resulted in reduction of resolution TAT.
- Successfully resolved the issue of SBOC Rejects where packages were being routed to unintended nodes which helped in nullifying the further loss.
- Successfully launched the case management with regards to POD process.
Program Manager
Amazon Seller Services
Hyderabad
12.2019 - 06.2021
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed and maintained logistics workflows, procedures and reports.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Coached team members on professional development opportunities, contributing to improved overall performance.
Digital Specialist
Amazon Development Centre Pvt. Ltd
Hyderabad
10.2012 - 06.2016
- Worked as a digital specialist which involves helping customers who purchase the digital items such as Amazon apps from Appstore, Amazon videos, Amazon music, Amazon cloud drive, Kindle support etc.
- Hands on experience in providing troubleshooting and resolving the issues faced by the users in day to day life while using the above apps.
- Dealt the questions and concerns of the customers effectively and met the satisfaction of customers at majority.
- Maintained customers’ satisfaction at each level, to make sure smooth usage flow of the above said apps to make sure they continue to stick to the products and services of the company.
- Always kept myself updated with all the company’s products, services and policies as and when they were updates.
- Got promoted to 'Senior Digital Chat Specialist' in April 2014.
- Earned 'Star Performance Award' and many ‘RnR’s in digital space.
- Worked as floor walker and assisted INTERIM batches.
Technical Recruiter
ASAP Staffing
Hyderabad
06.2011 - 10.2012
- Worked extensively for the clients from USA.
- Actively involved in procuring profiles from different job portal companies such as Monster, Hot Jobs, Naukri, Dice, computer jobs, career builder and others. Worked on different activities to get profiles suitable for ongoing recruitment demands.
- Had thorough insight in understanding the requirements and technical skill set to fit the exact needs of the clients.
- Held completely responsible from sourcing, initial screenings, lining up technical interviews with the teams concerned to final negotiations of salaries, terms and conditions with shortlisted candidates. Handled complete life cycle of recruitments for the specific accounts assigned.
- Held responsible for contract negotiations between the company and Clients; between Clients and technical consultants as well.
- Hands on experience in preparing documents and negotiations while keeping the interests of both the companies and the candidates in mind at utmost care.
- Got appreciations from the management for meeting the recruitment targets in the stipulated time frames and putting the fair margins on 6 months and 2-year contracts.
- Had won the Employee of the Year award from the management in 2011-12 financial year.
Education
Bachelor of Technology - Computer Science
Nishita College of Engineering And Technology
Hyderabad 06.2006 - 06.2010
Skills
- MS-office
SQL
- R
- HTML
Project management
Team leadership
Decision-making
Stakeholder management
Process improvement
Operations management
Problem-solving
Team training and development
Personal Information
- Father's Name: K. Mohan Reddy
- Date of Birth: 09/10/89
- Gender: Female
- Nationality: Indian
- Marital Status: Un-married
Timeline
Program Manager II
Amazon Seller Services
07.2021 - Current
Program Manager
Amazon Seller Services
12.2019 - 06.2021
Transportation Specialist II (Trans SME)
Amazon Seller Services Pvt. Ltd
06.2016 - 11.2019
Digital Specialist
Amazon Development Centre Pvt. Ltd
10.2012 - 06.2016
Technical Recruiter
ASAP Staffing
06.2011 - 10.2012
Bachelor of Technology - Computer Science
Nishita College of Engineering And Technology
06.2006 - 06.2010
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