Hi, I’m
NAVEEN KANUKUNTLA
Group Manager at Amazon
Hyderabad,Telangana
Summary
A seasoned professional with 14+ years of diverse experience in Operations within technology and consumer domain serving clients in Americas, UK, APAC regions. Experience in driving process change in E-commerce, Operational Excellence, Project Management with strong people management background. Owned execution of worldwide projects improving KPIs delivering improved business results and a world class customer experience.
Overview
15
years of professional experience
11
Certificates
3
Languages
Accomplishments
- Led Kaizen activities in collaboration with Technical and Product teams to enhance various product features resulting in contact reduction thus saving $1.9M in 2020 and $3M in 2021. Bagged "Employee of the Year 2020" and "Empty Chair award 2021".
- Launched Singapore marketplace operations for Amazon Digital Products. Expanded multilingual contact channels in India marketplace.
- Developed "Early Warning System (EWS)" to identify employee attrition and SOP for retention management. Reduced annualized attrition from 44% to 28%.
- Piloted and launched 20+ products, processes and 3 contact mediums across Digital and Consumer Products at Amazon.
- Streamlined process to identify customer impacting issues through Gemba culture
- Delivered 100% First Pass Yield in the UK, IN and AU marketplaces for New Hire Trainings.
- Implemented DYK (Did You Know) self-service options for new/existing devices resulting in contact reduction and better customer experience.
- Collaborated with content management team to revamp 100+ Amazon help pages and internal systems. Customer experience (CSAT) improved by 265 bps.
- Streamlined hiring processed in partnership with HR and recruitment team. Reduced hiring timeline from 8 weeks to 4 weeks.
Work History
AmazonHyderabad, Telangana
Group Manager - Operations Management/Customer Success and Service Delivery Manager
May.2021 - Current (5 education.years_Label)
Job overview
- Lead and managed 8-10 Team Managers with overall team size of 150+ FTEs across 3 cities in India (Virtual and B&M).
- Responsible for all aspects of delivery, managing SLAs for ~2.6 million customer contacts annually through all contact channels across geographies (APAC, EMEA, NA).
- Represented team delivery in the Weekly/Monthly/Quarterly Business Reviews to Leadership.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed workflow, managing escalations, engaging resources to address issues and effectively delegating workload across the leadership team.
- Delegated tasks strategically and monitored progress for timely completion.
- Conducted routine inspections to check quality and compliance with established specifications.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established strong stakeholder relationships for smooth project delivery.
- Recruited, interviewed and hired Operations Launch Specialists to support program and business teams for product launches.
- Assessed business processes, leveraged data and analytics to identified areas of improvements, and designed suitable collaborative solutions.
- Creation of staffing plans, schedules, quality initiatives to deliver results.
AmazonHyderabad, Telangana
Program Manager - Strategy and Ops Transformation
Apr.2019 - Apr.2021 (2 education.years_Label)
Job overview
- Responsible for setting up key functions reducing bottlenecks and building mechanisms for Operational efficiency.
- Responsible for launching promotions on Amazon website in collaboration with cross functional teams throughout the company.
- Reduced Prime Video subscription concession exception contacts from ~85% to ~15% saving $849k and average handle time reduction saving $107k annually.
- Introduced robust reporting mechanism using automation tools which reduced manpower dependency by 3 hours/week/manager & increased efficiency of manager efforts in delivering results.
- Developed "On-Call" program to leverage manpower across different geographies to maintain service levels above 80%.
- Developed process change initiatives and Lean/Kaizen activities.
AmazonHyderabad, Telangana
Team Manager - Virtual and B&M Operations
Nov.2016 - Mar.2019 (2 education.years_Label & 4 education.months_Label)
Job overview
- Managed teams of 15+ technical specialists to handle customer issues/escalations across channels – Email, Phone, Chat.
- Developed systems & tools for streamlining operational tasks and improve overall team performance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Managed a project to reduce the contacts on failed deliveries, saving 49k contacts annually with estimated cost saving of $49k to CS.
- Collaborated with multiple stakeholders to streamline existing processes and develop new processes for CS.
AmazonHyderabad, Telangana
Team Lead - Consumer Operations
Nov.2012 - Oct.2016 (3 education.years_Label & 11 education.months_Label)
Job overview
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards as well as meet compliance requirements.
AmazonHyderabad, Telangana
Sr. Associate
Nov.2010 - Oct.2012 (1 education.year_Label & 11 education.months_Label)
Job overview
- Handled and resolved VP, Director, Social Media escalations via Phone, Chat and Email medium.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Developed a connecting link between Operations, Escalation, Content & Ticketing system to better identify recurring issues and improved customer experience.
AmazonHyderabad, Telangana
Customer Service Associate - Consumer Operations
Aug.2008 - Oct.2010 (2 education.years_Label & 2 education.months_Label)
Job overview
- Responded to 50-60 customer calls and emails to answer questions about products and services.
- Cross-trained and provided backup support for organizational leadership.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
Skills
Operations & People Management
Program & Stakeholder Management
Strategic Business Planning & Analytical Skills
Operational/Service ExcellenceContinuous Process ImprovementQuality Assurance & ControlBusiness Continuity PlanningTableau Desktop & Dashboards
MS-Excel, Macros & Power BI
SQL, ETL Manager
AWS Cloud Practitioner Essentials
Certification
Certified Lean Six Sigma Green Belt (CID: 13159678)
Education
Bachelor of Science: Computer Science
Kakatiya University, Warangal