Paul Samson
Secunderabad
Summary
Accomplished professional with 7+ years of diverse experience in transportation logistics, supply chain, and team leadership. Adept at driving operational excellence, optimizing processes, and ensuring exceptional customer service. Proven success in roles of increasing responsibility, including Transportation Specialist, Resolution Specialist, Team Manager, and Program Manager. Strong background in people management, data analysis, quality assurance, and process improvement. Seeking a challenging opportunity to leverage strategic leadership and operational expertise in a dynamic environment.
Overview
7
7
years of professional experience
Work History
Program Manager
Amazon
Hyderabad
09.2022 - 07.2023
- Managed Worldwide Customer Support Service Levels on a real-time basis through stakeholder engagement and improvements
- Led reporting and analysis across various business verticals
- Owned multiple automation projects to enhance daily operational tasks
- Recognized as an All Rounder for two consecutive quarters.
Team Manager
Amazon
Hyderabad
09.2020 - 09.2022
- Oversaw a team of 25-30 CSAs, maintaining quality and compliance through audits, feedback, and meetings
- Conducted data analysis and reporting for the SDS business unit
- Contributed to organizational employee experience initiatives as part of GPTW
- Owned multiple metric improvement projects to drive performance enhancements
- Managed shift schedules for Team Managers to ensure adequate coverage
- Acknowledged as a Business Enabler for two quarters and a Top Performer for eight months.
Resolution Specialist
Amazon
Hyderabad
09.2018 - 09.2020
- Managed a team of 10 CSAs, focusing on quality and process knowledge
- Initiated and owned process improvement ideas and changes
- Coordinated shift schedules for Resolution Specialists
- Recognized as a Top Performer for six consecutive months.
Transportation Specialist
Amazon
Hyderabad
09.2016 - 09.2018
- Handled driver calls to ensure timely Amazon deliveries
- Part of the "Marcopolo" pilot batch, implementing checks and updates for successful deliveries
- Contributed to the "DNR" team investigating undelivered packages
- Assisted the "App Support" team in resolving driver app issues
- Received awards for top scorer, maximum contacts handled, and Top Performer.
Education
B.Com - Computers
Mary’s Centenary Degree College (Affiliated to Osmania University
01.2016
M.E.C (Intermediate) -
Railway Junior College
01.2013
S.S.C -
St. Patrick’s High School
01.2011
Skills
- People Management
- Data Reporting & Analysis
- Corrective Feedback
- Quality & Compliance
- Training & Mentoring
- Recruitment
- SharePoint Designing
- Excel VBA
- UiPath
- HTML & CSS
- Basics of Python
- Basics of SQL
- Basics of Web Scraping
- Cross-Functional Team Collaboration
- Operations Management
- Strategic Planning
Languages
English, Hindi, Telugu
First Language
Tamil
Upper Intermediate
B2
Timeline
Program Manager
Amazon
09.2022 - 07.2023
Team Manager
Amazon
09.2020 - 09.2022
Resolution Specialist
Amazon
09.2018 - 09.2020
Transportation Specialist
Amazon
09.2016 - 09.2018
B.Com - Computers
Mary’s Centenary Degree College (Affiliated to Osmania University
M.E.C (Intermediate) -
Railway Junior College
S.S.C -
St. Patrick’s High School
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