Pramodh Prathapan

Key Responsibilities:

Manage the local support operation of a site with 250 indirect reports supporting Amazon CXQO team. As a Sr. Operations manager the role is to exercise judgement and making decisions in an ambiguous environment. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders.

Some of the key result areas include, but not limited to:

• Responsible for site-level strategy and employee engagement. Provides feedback on team/site SLAs and task completion targets.
• Set the vision, direction, and culture to create a high-performance organization resulting in a customer obsessed culture leading to consistent delivery of a Perfect Interaction.
• Solve complex business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality.
• Partner with business team, helping to develop and drive strategies and programs to improve the competitive position and profitability of the organization.
• Daily coordination of department duties, allocating team resources to handle task load, leading meetings, assigning tasks, coordinating breaks and lunches, and communicating with internal and external partners.
• Partner with Capacity team to understand forecast and ensure resource plans meet the operational demand.
• Actively participate in network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.
• Accountable for site performance at WBR/MBR meetings. Input into country QBR.
• Continuously assessed emerging trends in operations management along with best practices in order to make informed recommendations for future enhancements.
• Improved operational efficiency by streamlining processes and implementing innovative strategies.
• Create and develop a culture of innovation reinforcing the value of leadership principles.
• Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.

Key Responsibilities:

Manage performance and behavior of a team of Content Specialists, the role is to create high performing teams that will deliver quality books in the Amazon Kindle Store. As an Operations manager the role is to translate vision and provides direction to achieve individual and team performance goals. The role requires to regularly review and analyze key metrics across the site to identify root causes and formulate solutions to improve performance.

Some of the key result areas include, but not limited to:

• Managed a team of 40 FLA's with 4 Team Managers to ensure that all the books that appear in the Kindle Stores meets Amazon Standard and policy.
• Creating and revamping Standard Operating Procedures encompassing all the policy guidelines are easy and executable by the Front Line Associates
• Collaborate with operations Managers across other sites like Costa Rica and Capetown and deliver consistent experience to our Authors and Publishers.
• Migrated Publisher Communication & Appeals (PCA) & Escalations team from other sites and created a strong team that delivered BIC performance in short duration.
• Piloted the migration of the the CRM tool from CSC to SFDC for the entire MAA Site
• Train, Coach and Monitor the performance of team members, provide and document performance feedback for their overall improvement and also actively participate in the talent hiring.

Key Responsibilities:

Directed a team of 30 SAP Order Entry associates supporting Enterprise sales teams across GWE, CEE & MEMA. The team worked closely with end customer and channel partners in ensuring the orders were delivered as per commitment and invoicing them for revenue recognition.

• Reduction of unclean/fallouts from Channel vendors by creating standard input template with mandatory information required for Order entry
• Closely collaborated with the Country Sales manager in understanding high value deals and closing them ontime for revenue recognition.
• Standardization of Country specific inputs in Order Entry which helped in reduction of rework as well as cross utilization of resources
• Identified tool level automations of simple steps thereby reducing the order entry time.
• Month end and Quarter end support support for booking SW orders before the revenue cut off.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.

Key Responsibilities:

Managed a team of 300 FLA's supporting the Global Retail customers for Amazon. Accountable to deliver Best in Class metrics to attain maximum revenue for the company. Maintain optimum HC based on peak & non peak volume to balance between Service Level & cost.

• Aligned team goals and objectives with organizational strategy, aiding business growth.
• Successfully lead five Peak holiday season Supporting UK, CA & Target Store customers through email.
• Maximized the client incentive payout by handling max share of network volume along with BIC quality performance
• Responsible for planning and executing the Peak Hiring plan along with the post season ramp down
• Acted as a Single POC for Client meetings, escalations and performance review discussions.
• Acted as a liaison between upper management and team members, ensuring smooth flow of information to facilitate informed decision-making processes.
• Streamlined operational processes for increased efficiency and productivity within the team.
• Implemented training programs to maximise team member development and potential.

Key Responsibilities:

As a team manager, Accountable for creating a high-performance team resulting in a perfect interaction for Amazon Global Customers. As a Manager of people mangers, the role also demands to provide behavioral coaching, guidance, and mentorship to supervisors; driving achievement of performance goals.

Some of the key result areas include, but not limited to:

• Responsible for running the day to day operations of a 20 member team with regards to performance, schedule adherence, coaching and real time floor support.
• Provide coaching, guidance and mentorship to drive achievement of individual and team performance goals.
• Facilitate communication between associates and the management team.
• Conduct weekly 1:1's, quality checks, security audits and coaching and development.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

Key Responsibilities:

As a customer Service Associate, accountable for maintaining the expected EDR (Expression Dissatisfaction rate), Contacts per hour, Quality Audit score. Functioning as the absenteeism SPOC for the team.

Some of the key result areas include, but not limited to:

• Maintained a high level of product knowledge, providing accurate information to customers.
• Provided personalized support for each customer, tailoring solutions based on individual circumstances and preferences.
• Monitored customer feedback channels, identifying areas of improvement for enhanced service quality.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.