Prasen Narayan

• Key Result Areas:
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Implemented escalation procedures to effectively handle time-sensitive issues.
• Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
• Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
• Collaborated with senior leaders to develop Middle and Last mile operations in partnership with Carriers and Sites (Sort Centers (SC), Delivery stations (DS), and Fulfillment Centers (FC)), with a team size of 250+ associates (100+ in HYD, 60 in Barcelona, 40 in Prague, and 50 in the UK)
• Responsible for key Operational metrics (Speed, Cost, Reliability, Productivity) for Middle, Last mile & Line Haul Network
• Drive NBIs (New business initiatives) to enhance Reliability, Optimize Cost and improve Speed
• Coordinating with sites to clear pending shipments and carriers to ensure on-time delivery of shipments, enhancing Delivery estimate accuracy
• Improved capacity planning and volume forecasting for EU region by identifying the data discrepancies in data supplied by CP and WFM teams
• Liaise with the Shipment Scheduling team to identify scheduling opportunities identified while handling disruptions raised by sites (FCs, SCs, DSs)
• Spearheaded multiple projects to improve overall Surface Transport operations by handling the disruptions raised by stakeholders as part of these programs.
• Created a robust mechanism of First responder room for High volume events with stakeholders to resolve issues on high priority, ensuring smooth deliveries across Middle and last miles
• Business reviews with the front-line leads and senior leader to mitigate operational challenges with sites, carriers, or any unexpected incidents that cause disruption in deliveries
• Developed multiple dashboards in collaboration with BI and Program team to support business operations in creating a real-time view for business owners
• SLA dashboard, Elf Express Dashboard, Reyes Magos Dashboard.

Highlights:

• Improved standby utilization (of trucks) by creating a robust mechanism and SOPs, resulting in annual savings of £180K through the reduction of the ad-hoc sourcing costs.
• Coordinated with the Ops team, program team, and Finance team to shortlist 4 ideas post a review of 22 ideas. 3 of these ideas were implemented and resulted in overall annual savings of £7.2M
• Partner with Carrier Operations Management (COM) team to identify top outlier carriers and work towards improving carrier performance by reviewing carrier contracts to make amendments to existing contracts. This resulted in improved carrier performance and an overall reduction of Delivery estimate accuracy misses by 18% in Q3’2022.
• Developed performance management mechanism for both Associate and lead levels; further helping leadership to review performance during annual reviews. The mechanism was developed for a team size of 800+ associates and 80+ L4 leads.
• Network volunteer for DEI and was able to execute multiple events promoting DEI.
• Designed and developed a Rewards & Recognition mechanism for 800+ associates that helped improve overall team spirit, witnessing higher enthusiasm and delivery of tasks.
• Audit monthly expense reports submitted by team members and approve them as per timelines SOP.

• Handled a team size of 150+ Customer Service associates (CSAs), and 5 Team Managers and was responsible for overall operational activities of Amazon India Customer support.
• Identified the opportunity to improve productivity metric (Missed Default AUX) and worked with various stakeholders, drove measures; resulted in an annual savings of ~3600 hours (450 FTE)
  Launched BQ management program for IN Primary Phones ET to improve customer experience and quality (RAP) performance of both CSAs and skill in collaboration with Quality and Training teams.
• Monitoring productivity and quality metrics for IN Primary Phones
  Core team member for CS IND, HYD20 Employee well-being committee, Glamazon (LGBTQ+) pillar in Diversity, Equity and Inclusion team, Vriddhi, employee career growth team at site.
• Handled transition of 400+ HC of New Hires along with training team.
• Successfully planned and executed engagement plan for CS INDIA customer service as part of ART sale resulting in engagement experience and overall connections score.
• Core team member in DEI HYD site; supported ‘Glamazon’ and ‘PwD’ initiatives.
• Launched Germany and Italy Operational Units in the HYD20 site with a team size of 45 associates and outgrown to a size of 100 CSAs in 4 months.
• Owned site-level employee engagement and was able to contribute to improving the overall connections score of engagement at the site to 4.1 from 3.6 in a span of 4 months.
• Designed quality metrics based on historical data to create a Performance Improvement Process plan for associates.
• Identified coaching opportunities through regular audits of contacts and improving overall team performance.
• Worked on MyTime time-keeping reporting format to create a mechanism for correcting attendance; the team was able to successfully reduce 318K invalid OT hours for the year 2019, resulting in overall savings of 1.25M USD.
• Capacity planning for both DE (Germany) & IT (Italy) Rosetta on a weekly basis.
• Owned HYD site reader board management and streamlined process through the creation of SOP, to air various video content on reader boards at the HYD site.
• Improved RAP and CHT metrics through identification of various opportunities such as coaching the BQs and conducting sessions on process; leading the network for both the OUs.
• Been an active member of the site food committee ensuring representation from the operations team in resolving any complaints related to food for the employees at HYD.

• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Led employee relations through effective communication, coaching, training, and development.
• Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
• Active member of site-level reward program called GPTW (Great Place to Work).
• Successfully enhanced customer experience impacted due to incorrect concurrency settings, leading to missed contacts. Reduced missed contacts by 89.4% within 15 days of implementation.
• Been an active member of the Engagement Ambassadors team conducting engagement activities at the site level; introduced various Rewards and Recognition programs such as Wall of Fame, Quizizza, Rush hour deals, and fastest fingers targeting increased productivity during high volume events.
• Steered KAIZEN event for “payment authorization decline alert” resulting in saving of 36k contacts annually.

• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Maintained professional, organized, and safe environment for employees and patrons.
• Accomplished multiple tasks within established timeframes.
• Controlled costs to keep business operating within budget and increase profits.
• Improved marketing to attract new customers and promote business.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Leveraged data and analytics to make informed decisions and drive business improvements.