Mithun Pandey

Joined Amazon as Industry hire and supported IN Primary CS, Phones and moved to NA Messages & Chat processes since January,2021 till December 2022, now handling JP Customer service and virtually supporting business operations. Maximum Head counts handled 34 CSAs 4 SMEs. Moved to Amazon “ Just go”-CXQO part of AWS team through internal career progression in August’2022. Key areas of responsibility- People Management, Performance Management, Stake-holder Management, Quality Management, also projects outside regular job role. BUs supported- IN Retail, NA Messages & chats, JP Rosetta chat, emails and ‘Just-walk-out’-Technology by Amazon as TM Quality -Manager ML1 (part of AWS team).

Job description:

• QS _ CXQO: Transitioned quality audit program from defect sampling to unbiased sampling to provide scope of generating Quality Score for over 1500 employees across Network and make quality audit robust.
• PIP (Performance Improvement Plan- Mentorship Program): Helping Associates struggling to meet performance goals in quality and efficiency by assigning them mentors to monitor, coach and review performance improvement and help retain employees.
• POC for 1:1 quality contact & monthly coaching on Inspire portal & Quality Huddle Doc drive- helps in maintaining process hygiene and employee morale.
• Voice of the Customer (VOC) process improvement initiative: Taking VOC feedback from CSAs and channelizing to enhance customer experience based on R&D on existing policy & opportunity to upgrade process and possible re-engineering.
• Training Need Analysis: For TMs and leaders, arranged training within skill across sites regularly on important report generating tools.
• Site level & OU Network level POC, Engagement Committee: Conducting site level engagement activities with themes, on special occasions, Also solo POC form engagement activities in JP OU-DEL18.

Quality management in Banking operations- Taking care of 3 processes- Call Monitoring, Customer Advocacy & Performing Testing (US Mortgage). Responsibilities include process migrations, Training need Analysis, screening new hires (both freshers & tenured); Setting quality Analysis mechanism & governance and SOP re-engineering. Quad span of 64 CSAs including quality analysts and SMEs.

Job Description:

• Pilot launch- under quality Management. Migrated first off shore process in India from reputed US based International Banking client. Delivered high service level and migrated 5 more processes under quality Management portfolio resulting a process ramp-up from 11 FTEs to 96 FTEs within 9 months.
• Involved in hiring front level associates, Training and development, and Delivering guidelines in building SOPs in association with on-shore quality team. Worked closely with the Projects teams and other stakeholders to setup SLAs and scoring governance for billing purposes.
• Rewards & recognition Presentation and CSA score-card dashboard publication on weekly & monthly basis.

· Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.

· Identified underperforming areas and implemented effective process improvements.

· Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.

· Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Created test cases and automation scripts.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Estimated work requirements and labor hours for sprint planning.

• Process Reengineering: Involved in several process improvement and re-engineering initiatives and lean projects. Which include minimization of Manual processing and introduction of automation-resulted in optimization of production hours, hard saves and FTE reduction in process involved.
• Also acted as a pivotal member in Quality improvement and efficiency improvement ideas and implementation to improve overall output and customer excellence, e.g. merging two processes through cross-training associates utilizing efficiency and utilizing FTEs in other processes with utmost requirement, etc.
• AML- KYC for North America domain: Supported NA, AML-KYC process in setting up individual customer profile with robust validation of necessary documents as per norms and SOP and raising RED-flags as and when required.