ππππππ πππππ
Team Manager
Pune,MH
Summary
With 8.10 years of experience across e-commerce, aviation, and digital marketing, I specialize in process optimization and operational excellence. Certified in Project Management, Performance Management, and Six Sigma Green Belt, with expertise as a Generative AI Enthusiast. I focus on automating web support processes, enhancing operational efficiency, and driving strategic improvement projects that streamline workflows and elevate work quality. At Amazon and Wipro, I have led productivity initiatives including Real-Time Translation Integration and Automated Authorization systems.
Overview
9
9
years of professional experience
8
8
Certificate
Work History
Team Manager
Amazon - SPS
Pune
07.2020 - Current
- Tracked key metrics, optimized workflows & aligned team efforts with business goals.
- Designed & implemented KPIs to boost efficiency, monitor trends & drive operational success.
- Identified high-impact opportunities to scale portfolios and drive revenue growth.
- Partnered with diverse teams to drive innovation & execute high-impact business solutions.
- Executed Email-to-Chat conversion and VAR (Video Assistive Resolution) process optimizing projects.
Tools and Software used: Amazon Projects, Asana, MS Office Suite, NICE Webstation, Paragon Insights Central, River ,Tool, iRTA, Jira, Amazon QuickSight.
Associate Advisor
Amazon - SPS
Pune
11.2022 - 06.2024
- Respond to sellers escalations and Andon cords while educating associates for first contact resolution.
- Identified 13 process defects and contributed to Lean Six Sigma project.
- Handle calls and email contacts through Amazon Connect while demonstrating end-to-end ownership.
- Maintained performance metrics including quality, productivity, first contact resolution, and attendance.
- Analyze data to identify trends and provide improvement suggestions through logical reasoning.
- Collaborate with Customer Service, Business Teams, CPM, CIM, ESR, Merchant Investigations, and Payments to resolve seller issues.
Tools and Software used: Seller Central, Selection Central, Variation Debugger, TM Websites, Brand Profile Tool, FRGP, Catalog Admin Tool, SPOT, Catalog Refresh Tool, A+ Content, CSI Diagnostics.
Seller Support Associate
Amazon - SPS
Pune
07.2020 - 11.2022
- Maintained KPIs (AHT and FCR) while helping sellers meet ODR, LSR, and CR compliance.
- Utilized Brand Registry tools for trademark protection and IP dispute resolution.
- Supported sellers with listing creation, ASIN suppression, A+ Content setup, and account access.
- Troubleshoot API problems, product compliance (GTIN/UPC exemptions), and sponsored ads rejections
- Processed payment issues, reimbursements, inventory discrepancies, and order fulfillment problems.
- Conducted indepth analysis for complex seller problems and provided support for IP violations.
Tools and Software used: Seller Central, Selection Central, Variation Debugger, TM Websites, Brand Profile Tool, FRGP, Catalog Admin Tool, SPOT, Catalog Refresh Tool, A+ Content, CSI Diagnostics.
Senior Quality Assurance Specialist
Wipro Sensis - Yellow Pages
Pune
03.2019 - 07.2020
- Conducted audits of calls, emails, and content collection process to ensure adherence to set quality.
- Identified performance gaps and generated quality reports to track improvement trends.
- Simplified complex operations, streamlined case resolutions, and accelerated client support.
- Worked with operations and training teams to align quality and implement improvement initiatives.
- Developed quality scorecards, checklists, and reporting tools with consistent assessments.
Tools and Software used: MS Excel, JIRA, Salesforce, Adobe Express, Canva, Adobe Experience Manager, Power BI, Microsoft SharePoint.
Senior Analyst
Wipro
Pune
12.2017 - 03.2019
- Created premium listings and customized catalogues, transforming directories into digital storefronts.
- Managed content collection and data updates across digital directories.
- Provided account management support for listing changes and upgrade.
- Led improvement projects that streamlined content workflows and improved team productivity.
Tools and Software used: Adobe Express, Canva, Adobe Experience Manager, Google Ads Manager, Google Analytics, MS Excel, JIRA, Salesforce, Power BI, Microsoft SharePoint, Imagainator.
Senior Associate
WNS
Pune
10.2016 - 11.2017
- Handled irregular operations including flight delays and cancellations, ensuring swift resolution.
- Consistently met quality benchmarks by adhering to protocols and maintaining professional standards.
- Processed 60-80 daily calls while maintaining optimal AHT standards in fast-paced environments.
- De-escalated frustrated customers using active listening and problem-solving to transform experiences.
- Rapidly adapted to frequent operational changes and policy updates in the dynamic airline industry.
Tools and Software used: Avaya, HIVE, JIRA, Salesforce, Zendesk, Redixx, Sky Navigator.
Education
Bachelor Degree - Computer Science
Mumbai University
Mumbai, Maharashtra01.2015
Skills
- Creative Project Management
- Quality & Compliance Assurance
- Support Management
- Cross-functional Collaborations
- Operational Efficiency
- Conflict Resolution
- Customer Relationship Management
- Process Improvement Analysis
- Monitoring Performance
- Digital Strategy
Accomplishments
- Reduced average case resolution time by 35% through streamlined workflows and automation tools.
- Boosted customer satisfaction scores by 27% through improved agent training and service quality.
- Led a team to achieve a 20% reduction in escalations by proactively addressing customer pain points.
Certification
- Six Sigma Green Belt
- Performance Management Certified
- Generative AI for Executives
- Management for Creative Projects
Timeline
Associate Advisor
Amazon - SPS
11.2022 - 06.2024
Seller Support Associate
Amazon - SPS
07.2020 - 11.2022
Team Manager
Amazon - SPS
07.2020 - Current
Senior Quality Assurance Specialist
Wipro Sensis - Yellow Pages
03.2019 - 07.2020
Senior Analyst
Wipro
12.2017 - 03.2019
Senior Associate
WNS
10.2016 - 11.2017
Bachelor Degree - Computer Science
Mumbai University
Projects
Real-Time Translation Integration, Integrated real-time translation tools in Amazon SPS chat, allowing seamless multilingual communication and enhancing global support. Video Assistive Resolution, Added a related video link from Amazon's Seller University YouTube channel to resolutions sent to sellers, helping them troubleshoot issues faster. Automated Authorization, Implemented an automated system to cross-verify email addresses with a database of authorized business owners and rights owners.
Workshop And Certifications
- Generative AI for executives Six Sigma Green Belt
- Performance management management for creative projects
- Agile methodology certified Google Ads
Technical Skills And Tools
- Asana
- Amazon Projects
- JIRA
- ServiceNow
- Salesforce
- Excel
- Adobe Express
- Google Ads Manager
- Google Analytics
- Microsoft Power Automate
- Power BI
- Office Suite
- Zendesk
- GROK AI
- Chat GPT AI
- Amazon QuickSight
- Imagainator
- Amazon WorkDocs
- QUIP
- Axiom
- Canva
- Tableau
- Aspect
References
References available upon request.
Technology Proficiencies & Tools
Project Management & Collaboration Tools: Amazon Projects, Asana, JIRA, Amazon WorkDocs.
CRM & Service Management Tools: Salesforce, ServiceNow,Zendesk.
Business Intelligence & Analytics: Power BI, Amazon QuickSight, Google Analytics.
Data Analysis & Productivity Software: Microsoft Office Suite, Microsoft Power Automate.
Marketing & Advertising Tools : Google Ads Manager, Canva, Adobe Express.
AI & Machine Learning Tools : GROK, GPT, Gemini, Amazon Quick Suite, Perplexity, Copilot, Jasper, Meta AI, Character.AI.
Projects
Real-Time Translation Integration : Integrated real-time translation tools in Amazon SPS chat, allowing seamless multilingual communication and enhancing global support.
- Video Assistive Resolution, Added a related video link from Amazon's Seller University YouTube channel to resolutions sent to sellers, helping them troubleshoot issues faster. Automated Authorization, Implemented an automated system to cross-verify email addresses with a database of authorized business owners and rights owners.
Video Assistive Resolution : So now whenever we send a resolution to the seller by chat or email, we also add a related video link from Amazonβs Seller University YouTube channel. The videos are directly related to the issue the seller is facing and showcases step-by-step guidance to fix it. This is helping sellers troubleshoot issues faster and has improved First-Contact Resolution.
- Clear video instructions enable sellers to fix problems on the first try, minimizing follow-ups.
Automated Authorization : We implemented an automated system to cross-verify email addresses with a database of authorized business owners and rights owners. Unauthorized requests trigger an automated authorization process using email templates, ensuring only valid requests are assigned to agents.
- Reduced manual work and improved request accuracy by filtering unauthorized requests, boosting efficiency.
Awards
- Operational Optimizer Award for streamlining workflows at Wipro, leading to a 35% reduction in average case resolution time.
- Employee Engagement Champion for boosting team collaboration at Amazon, increasing performance by 27%.