Summary
Overview
Work History
Education
Skills
Websites
Projects
Awards
Timeline
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Meenu Monica

Hyderabad

Summary

Experienced QA professional with 8 years of experience in quality assurance, process optimization, and team leadership. Expertise in conducting audits, root cause analysis, and driving continuous improvement to enhance product and service quality. Proficient in Six Sigma, ISO standards, SQL, and developing SOPs. Proven ability to lead teams, implement corrective actions, and deliver measurable improvements in operational efficiency and customer satisfaction.

Overview

9
9
years of professional experience

Work History

Quality Analyst

Amazon
11.2024 - Current
  • Executive quality audits to support operations, programs, and product initiatives.
  • Evaluate customer contacts for compliance with policies and procedures.
  • Identify and analyze data to isolate issues, and report on key insight trends.
  • Identify the root cause of defects, and provide ideas for process improvements to enhance process efficiency, quality, and customer experience.
  • Provide high-quality audit observations to support operations and program improvement.
  • Audit the financial impact of concessions, and ensure alignment with budget goals.
  • Identified trends leading to invalid concessions, and partnered with stakeholders to implement preventive measures, reducing invalid concessions significantly.

Resolution Specialist

Amazon
03.2024 - 11.2024
  • Deescalated high-tension situations, resulting in a 40% reduction in escalated complaints and a 15% improvement in customer retention.
  • Trained new team members on company policies and resolution techniques, achieving a 100% compliance rate in service delivery standards and reducing onboarding time by 20%.
  • Resolved complex issues promptly, leading to a 30% increase in overall customer satisfaction scores and maintaining a 98% satisfaction level in follow-up surveys.
  • Implemented preventive measures based on root cause analysis, resulting in a 50% decrease in future complaints and a 25% increase in successful dispute resolution outcomes.

Team Manager (A)

Amazon
09.2023 - 03.2024
  • Led multiple teams, enhancing productivity through effective communication training and performance audits.
  • Managed a pilot program featuring real-time reporting and coaching initiatives, resulting in significant reductions in error rates and improved performance metrics.
  • Facilitated regular team meetings and quality assurance sessions to provide coaching and support, ensuring resources were available for team success.
  • Developed team-building activities to foster collaboration and boost morale across departments.
  • Partnered with various teams to provide expert support for process-related issues, maintaining effective communication across different shifts.

Executive Customer Relations Manager

Amazon
11.2021 - 09.2023
  • Handled intricate cases involving pet and child incidents, ensuring timely resolution while adhering to industry policies and standards.
  • Managed escalated customer concerns, addressing issues related to website functionality, data integrity, legal matters, and shipping logistics.
  • Performed root cause analyses to identify and resolve systemic issues, contributing to enhanced processes and customer satisfaction.
  • Assisted in the sensitive management of account closures, ensuring compliance with legal and regulatory requirements.
  • Conducted regular audits of team performance to ensure adherence to operational policies, maintaining high standards in customer service and issue resolution.

Resolution Specialist

Amazon
10.2020 - 11.2021
  • Provided expert mentorship to 20-30% of front-line agents daily, helping them achieve organizational objectives and enhance customer service performance.
  • Led comprehensive analyses of customer issues to develop and implement innovative resolution strategies.
  • Achieved an 85% overall customer satisfaction rate through effective problem-solving and tailored support initiatives.

Customer Service Associate

Amazon
08.2016 - 10.2020
  • Achieved a 95% customer satisfaction rate across voice and digital platforms by providing exceptional service to diverse regions.
  • Coordinated initiatives that resulted in a 20% reduction in average handling time and a 15% increase in first contact resolution.
  • Maintained 100% compliance with company policies while accurately documenting interactions, contributing to a 30% improvement in data accuracy and retrieval speed.
  • Collaborated with cross-functional teams to reduce complex issue resolution time by 25% and implemented corrective actions that decreased complaint recurrence by 40%.

Internship - Relationship Manager

Nuclear Fuel Complex
Hyderabad
03.2016 - Current
  • Conducted employee appraisals to assess performance and identify areas for improvement, contributing to overall employee development.
  • Implemented various surveys to gauge employee satisfaction, providing valuable insights to enhance retention strategies.
  • Collaborated with the Human Relations Manager to develop initiatives aimed at improving workplace culture and employee engagement.

Education

Post Graduation - MBA - HR

Narsee Monjee University
Bangalore

Skills

  • Quality auditing and assurance
  • Concession and budget control
  • Advanced Excel
  • Basic SQL
  • Root cause analysis (RCA)
  • Process improvement
  • Customer experience and escalation handling
  • Team leadership and coaching
  • Effective communication
  • Data-driven decision making
  • Customer service
  • Stakeholder engagement
  • Conflict resolution
  • Performance management

Projects

New Hire Training Optimization, Coordinated training efforts for a new hire batch, achieving a 26% improvement in Customer Handling Time (from 9.14 to 6.74) and a 6.79% increase in Rapid Assessment Performance (from 64.08% to 70.87%). Performance Enhancement Initiative, Conducted targeted coaching and QA (Quality Analyst) meetings that reduced invalid park rates by 4.62% (from 29.39% to 24.77%) and transfer rates by 6.19% (from 18.97% to 12.78%), resulting in a 48.17% overall improvement in team performance metrics. Team Transition and Support, Successfully managed the transition of 55 CSAs from the UK to IN, resulting in a 7.45% increase in RAP (from 68.41% to 75.87%) and significant improvements in team morale, as evidenced by positive feedback from 23 out of 27 agents. Initiatives Implemented, Regular engagement activities and coaching for outliers, contributing to a 20% increase in adherence to quality metrics and fostering a culture of continuous improvement within the team.

Awards

  • Business Enabler Award
  • Multiple Employee of the Month Awards
  • Most Reliable Player in the Team
  • Award Customer Obsession
  • Award Powerlifting Champion

Timeline

Quality Analyst

Amazon
11.2024 - Current

Resolution Specialist

Amazon
03.2024 - 11.2024

Team Manager (A)

Amazon
09.2023 - 03.2024

Executive Customer Relations Manager

Amazon
11.2021 - 09.2023

Resolution Specialist

Amazon
10.2020 - 11.2021

Customer Service Associate

Amazon
08.2016 - 10.2020

Internship - Relationship Manager

Nuclear Fuel Complex
03.2016 - Current

Post Graduation - MBA - HR

Narsee Monjee University

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