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, IndiaM.Com -
Ness Wadia College
Pune, IndiaB.Com -
St. Mira College for Girls
Pune, IndiaSkills
- 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