Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Preeti Kelkar

Pune

Summary

Dynamic Operations Team Manager with extensive experience at Amazon Development Center India, excelling in performance management and team leadership. Proven track record in driving process optimization and audit compliance, while mentoring future leaders. Skilled in metrics management, I consistently enhance operational efficiency and foster a culture of continuous improvement.

Overview

22
22
years of professional experience

Work History

Operations Team Manager

Amazon Development Center India
Pune
05.2022 - Current
  • Lead and develop teams of 20-30 associates; cumulatively managed 550+ associates
  • Drive performance management, coaching, and corrective actions
  • Lead continuous improvement initiatives to improve quality and productivity
  • Act as second-in-command to Operations Managers
  • Mentor new managers and develop leadership pipeline

CS Security Team Manager

Amazon Development Center India
Pune
09.2021 - 03.2022
  • Led audit and compliance operations
  • Partnered with Legal, HR, and Security stakeholders
  • Delivered audit reports and mitigation plans
  • Drove metrics, reviews, and process improvements

CS Resolution Specialist

Amazon Development Center India
Pune
12.2018 - 08.2021
  • Managed global escalations for NA & Canada
  • Supported associates and leadership on complex issues
  • Identified root causes and systemic fixes

Customer Service Associate

Amazon Development Center India
Pune
02.2017 - 12.2018
  • Delivered high-quality customer support
  • Acted as SME for new hires and ensured smooth onboarding and transition to operations.
  • Conducted manual audits on resolutions, concessions, and transfers for policy compliance.

Team Lead

True Legal Partner
Pune
01.2007 - 09.2008
  • Prepared project charters, Work Breakdown Structures, stakeholder documents, and workflows.
  • Designed training plans and documented process manuals for client approvals.
  • Conducted training programs and ensured smooth project transitions.

Team Lead

OS2I
Pune
06.2006 - 12.2006
  • Managed a team of 15 voice analysts.
  • Handled work allocation, reporting, and recruitment activities for the UK and Europe.
  • Conducted preliminary interviews and supported client trials and conversions

Senior Customer Service Associate

Tech Mahindra
Pune
10.2005 - 06.2006
  • Created and delivered training materials.
  • Conducted process walkthroughs for team members.
  • Supported UK telecom operations.

Customer Care Executive

Noida Customer Operations Pvt. Ltd
Pune
06.2004 - 09.2005
  • Managed back-office operations, including policy issuance, renewals, cancellations, and mid-term adjustments.
  • Documented customer interactions in the CRM system for reference and follow-up.

Education

LL.B -

ILS Law College
Pune, India

M.Com -

Ness Wadia College
Pune, India

B.Com -

St. Mira College for Girls
Pune, India

Skills

  • Performance management
  • Team leadership
  • Process optimization
  • Operational efficiency
  • Mentoring others
  • Lean methodology
  • Audit compliance
  • Stakeholder management
  • Escalation resolution
  • Metrics Management
  • Reporting and business reviews
  • Training and leadership development

Awards

Outstanding Leader Award

  • 2022 (Q2)

Student of the Year Award

  • 2023 (Q3)

Best Mentor Award

  • 2020 (Q2-Q4)
  • 2021 (Q1-Q2)

Timeline

Operations Team Manager

Amazon Development Center India
05.2022 - Current

CS Security Team Manager

Amazon Development Center India
09.2021 - 03.2022

CS Resolution Specialist

Amazon Development Center India
12.2018 - 08.2021

Customer Service Associate

Amazon Development Center India
02.2017 - 12.2018

Team Lead

True Legal Partner
01.2007 - 09.2008

Team Lead

OS2I
06.2006 - 12.2006

Senior Customer Service Associate

Tech Mahindra
10.2005 - 06.2006

Customer Care Executive

Noida Customer Operations Pvt. Ltd
06.2004 - 09.2005

LL.B -

ILS Law College

M.Com -

Ness Wadia College

B.Com -

St. Mira College for Girls
Preeti Kelkar