Karan. A. Mirchandani

Responsibilities as a Lead Program Specialist

• Direct supervisor of a team of 9 associates, responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation.
• Accountable to manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly.
• Responsible to drive key business metrics throughout the day; effectively escalate systemic issues and/or implement corrective action plans when required.
• Responsible to identify, develop, integrate and support innovative solutions and programs to drive on-time and successful deliveries across India, Singapore and Australis based at India.
• Find practical and simple solutions to complex problems without sacrificing quality or functionality.
• Develop and lead regular updates to (senior) stakeholders and create mechanisms for tracking and reporting performance
• Responsible to pull data from numerous databases (using Excel, Access, SQL) and to perform ad hoc reporting and analysis as needed to monitor and maintain team performance.
• Develop and/or understand performance metrics to assist with driving business results.
• Ability to scope out business and functional requirements for the Amazon technology teams who create and enhance the software systems and tools are used by TOC.
• Responsible to understand and analyses business impact of the trends and make decisions that make sense based on available data.
• Sharing bi-hourly report to the leadership and stakeholders of the status of the queue and associate number of resolves.
• Assigning work while maintaining SL of each task including some High Priority task
• Planned and executed meetings to connect organisational representatives, community members and clients

• ARC handles all LSE ( large-scale events ) which impact DP ( Delivery Partner) experience
• Drive business based projects as assigned by leadership.
• Responsible to pull data from numerous databases (using Excel, Access, SQL) and to perform ad hoc reporting and analysis as needed to monitor and maintain team performance.
• Develop and/or understand performance metrics to assist with driving business results.
• Ability to scope out business and functional requirements for the Amazon technology teams who create and enhance the software systems and tools are used by TOC.
• Responsible to understand and analyses business impact of the trends and make decisions that make sense based on available data.
• Responsible to systematically escalate problems or variance in the information and data to relevant owners and teams and follow through on resolutions to ensure packages are delivered to the end customer successfully.
• Work within various time constraints to meet critical business needs, while measuring and identifying activities performed.

• RRC (Rescue Route Coordinator) this completely Customer Oriented, which involved
• Providing real-time customer and driver experience by working in 24*7 operating environment.
• Communicate with external customers (Carriers, Vendors/Suppliers) and internal customers (Program Management, Product Management, Front-Mile operations, Fulfilment Centres) to devise solution in order to improve customer as well as driver experience.
• Reattempting unsuccessful package attempt of day, this was extra mile towards Customer Obsession to fulfill their expectations
• This involved lot of communication between team and stations and if needed extra mile to customers as well
• Work within various time constraints to meet critical business needs, while measuring and identifying activities performed.

• About –
• This was on-road support for drivers in North America and Canada
• On Road support was helping them with route if needed, Providing them access code, Special instructions from customers, Guiding them where to leave the package if customer is not available
• Gained strong leadership skills by managing projects from start to finish
• Worked well in a team setting, providing support and guidance