Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Pratyusha Gudala

Hyderabad

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Manager

Amazon
Hyderabad
10.2021 - Current
  • Effectively manage team of 14 associates via regular 1:1 meeting, coaching and mentorship via career/personal development plan.
  • Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
  • Lead team talent reviews to assign ratings to associates on quarterly, mid year and year end rating.
  • Lead WBR(Weekly Business Reviews) with callout's that impact KPIs and create POA and PTG for metric improvement.
  • Evaluated existing systems and procedures for effectiveness; identified opportunities for improvement; developed plans for implementation. Generated insights via dive deep which was utilized to eliminate ~5.5M contacts for Amazon selling partner support.
  • Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Prepared reports detailing staff performance metrics such as productivity levels or quality metrics.
  • Managed daily operations of the team including assigning tasks, tracking attendance and approving time off requests.
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Conducted regular meetings with inhouse and partnersite teams to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.

Team Leader

Amazon
Hyderabad
05.2020 - 10.2021
  • Established clear expectations for employees, providing guidance when needed.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Played critical role in driving process improvements for improving seller experience, preventing defects for critical changes/feature launch and shared Seller anecdotes with product teams.
  • Handled critical projects like deep dives highlighting Seller pain points using LSS techniques (WHY analysis, pareto analysis), identified use cases for Paragon Workflow design, Gamma testing of Seller facing products and workflows, conducted reviews of process maps, SOPs and BRDs

Senior Quality Associate

Amazon
Hyderabad
06.2016 - 04.2020
  • Worked with Operational Excellence team focusing on both contact reduction and Seller Experience.
  • Worked on improving standard procedure by correcting the broken process threads and creating help pages, reducing contacts and testing the newly launched features for Sellers.
  • Worked with trouble ticketing reduction team to support their service levels by doing deep dive into the process in resolving the tickets within SLA.

Customer Service Representative

HSBC
Visakhapatnam
05.2013 - 05.2014
  • Sent free format letters to customer as a part of Voids queues where letters have to be typed and sent accurately based on the scenarios.
  • Audits performed on critical Void queues which involved interest calculations and adjustments to be done on customer accounts.
  • Created new credit cards for customers and validated monetary and non-monetary files to update monthly credit into customer’s account using monetary tool.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Aditya Engineering College
Kakinada, AP
04-2013

Skills

  • Verbal Communication
  • Performance Evaluations
  • MS Office
  • Written Communication
  • Team Development
  • Effective listening
  • Customer Satisfaction
  • Escalation management
  • Stakeholder Management
  • Performance Coaching
  • Operational Excellence
  • Influencing skills
  • Customer Service
  • Project Planning
  • Process Improvement
  • Training and Development

Certification

  • Completed agile project for project management.
  • LSS yellow belt certified

Languages

Telugu
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Timeline

Team Manager

Amazon
10.2021 - Current

Team Leader

Amazon
05.2020 - 10.2021

Senior Quality Associate

Amazon
06.2016 - 04.2020

Customer Service Representative

HSBC
05.2013 - 05.2014

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Aditya Engineering College

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Pratyusha Gudala