Nivedita Bajpayee

• Lead a team supporting on-road delivery drivers and end customers for Amazon Logistics shipments, ensuring timely resolution within SLA while effectively balancing customer experience and operational constraints.
• Serve as the primary escalation owner for complex, cross-functional issues, driving end-to-end resolution through collaboration with operations, quality, and program teams.
• Drive performance across key metrics including CSAT, SLA adherence, and quality, using data-driven insights and real-time interventions.
• Provide targeted coaching, feedback, and floor support to enhance decision-making in ambiguous and time-sensitive scenarios.
• Conduct deep-dive analyses on defects and recurring issues, influencing process improvements and SOP enhancements.
• Partner with cross-functional stakeholders to streamline workflows and improve resolution efficiency across the support ecosystem.

• Led and supported a team of Technical Support Specialists across NA, UK, and IN regions, driving performance against key KPIs including CSAT, SLA adherence, and quality metrics.
• Acted as the primary escalation point for complex customer queries, ensuring timely resolution while maintaining a high standard of customer experience.
• Conducted regular quality audits and deep-dives to ensure alignment with customer service standards and identify improvement opportunities.
• Collaborated with cross-functional teams including quality, ticketing, and training teams to streamline workflows and improve end-to-end customer experience.

• Lead and manage a team of Support Specialists handling AMER/EMEA and APAC shipping and delivery operations across chat, email, and phone channels.
• Define quarterly goals, monitor KPIs, and ensure SLA adherence through data-driven coaching and performance reviews.
• Conduct end-to-end reviews across operations, training, and support functions to streamline workflows and ensure SOP compliance.
• Utilize Tableau, QuickSight, and Excel to analyze trends and generate dashboards for leadership.
• Collaborate with HR, Finance, IT, and Capacity Planning teams.
• Drive employee engagement, manage attrition risks, and maintain team stability.

• Led and managed a team of 30-40 technical support associates.
• Designed and delivered onboarding, upskilling, and cross-skilling programs.
• Monitored training metrics and conducted remediation programs.
• Managed LMS operations and learner feedback.

• Resolved technical queries related to Amazon devices for US customers.

• Provided chat and email support to Amazon IN and UK customers.

• Provided phone support and maintained quality metrics.

• Handled technical escalations and coordinated with R&D teams.

• Managed overdue medical billing collections and negotiated payment plans.

• Managed end-to-end recruitment and hiring process.