Prudhvi Rangu
Hyderabad
Summary
Experienced team manager at Amazon, with a proven track record in leading teams to optimize customer interactions and operational efficiency. Demonstrated expertise in managing key KPIs, driving process improvement initiatives, and delivering actionable feedback to enhance team performance. Strong skills in people management, project management, strategic planning, and conflict resolution. Notable achievements include spearheading continuous improvement initiatives, and achieving quarterly sales targets through effective resource allocation. Proficient in data analysis, compliance management, and customer relationship building. Career goal: To leverage extensive experience in team management and operational optimization to drive continuous improvement and elevate customer experience on a global scale.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Manager
Amazon
Hyderabad
03.2017 - Current
Manager – Concession Abuse and Prevention (North America)
Led a team of 30 investigators handling customer interactions related to concessions and order refunds. Ensured strict compliance with policies, while maintaining high standards of customer experience and quality. Consistently monitored and optimised key operational KPIs, such as contacts per hour, handling times, and shrinkage adherence. Spearheaded continuous improvement initiatives by conducting process audits and delivering real-time, actionable feedback to investigators, driving both efficiency and performance.
Manager – Retail (North America) Oversaw retail operations with a focus on enhancing customer experience across multiple countries, globally. Managed key KPIs, including repeat contact management, and developed strategic roadmaps to elevate team performance at the network level. Implemented targeted improvement strategies by conducting in-depth process audits and providing timely, relevant feedback to investigators, fostering a culture of excellence, and continuous enhancement.
- Led sales team towards achieving quarterly targets through strategic planning and effective resource allocation.
- Optimised sales methods to best acquire, develop and retain customers.
- Managed sales pipeline efficiently, ensuring consistent flow of business and meeting of sales objectives.
Customer Support Representative
Wipro
11.2016 - 02.2017
- Part of Reliance JIO’s customer support team, managing inbound customer interactions and addressing inquiries. Quickly promoted to process expert within just two months of joining, demonstrating strong expertise and a deep understanding of processes to deliver exceptional customer service.
Customer Sales Representative
Tata Business Support Services
06.2014 - 07.2015
- Engaged with customers to upsell long-term packages by effectively communicating the benefits, and value, of extended plans. Additionally, I was a part in the nationwide migration process from MPEG2 to MPEG4 equipment for the product, ensuring a smooth transition and enhanced customer experience across India.
Education
Bachelor of Arts - B.COM - General
Madurai Kamraj University
Madurai, TN2021
Diploma of Higher Education - Computer Science
Diploma in Computer Science
Hyderabad2014
Skills
- Acquired a good knowledge of Ubuntu, GitHub, and GitLab
- Shell, Python, and PHP scripting
- docker
- MS Office (Power Pivots, data models)
- Team leadership
- Performance monitoring
- Strategic planning
- Conflict resolution
- Data analysis
- Sales management
- Employee training
- Compliance management
- Leadership skills
- Mentoring and coaching
- Customer relationship building
- Operational support
- Data analytics
- Mentoring expertise
- IT systems knowledge
- Public relations strategies
Certification
- completed CCNA and CCNP certifications as part of the final year project in Diploma, demonstrating foundational knowledge in networking and routing protocols.
- Successfully finished AWS training, gaining hands-on experience with real-time projects.
Accomplishments
• Recipient of the Manager of the month Award for July & September of 2025 for maintaining exceptional consistency in performance metrics.
• Recipient of the People's Manager Award (2022) for maintaining exceptional consistency in performance metrics throughout the year.
• Honored with the Best Mentor Award (2019) for providing outstanding support and guidance to new team members, fostering their growth and integration.
• Awarded Quality Champion (2018) for achieving high scores in quality assessments conducted by the QA team, demonstrating a commitment to excellence in service delivery.
• Recipient of the People's Manager Award (2022) for maintaining exceptional consistency in performance metrics throughout the year.
• Honored with the Best Mentor Award (2019) for providing outstanding support and guidance to new team members, fostering their growth and integration.
• Awarded Quality Champion (2018) for achieving high scores in quality assessments conducted by the QA team, demonstrating a commitment to excellence in service delivery.
Education
B.Com Graduate from Madurai Kamraj University
Projects
- I was part of a program called 'Vikings,' focused on identifying customers contacting Amazon for price adjustments on items purchased through the official platform. In this role, I managed the collection of total requests received for each region and calculated the monetary value of these adjustments. Additionally, I led initiatives to improve the customer experience, ensuring effective communication and support when price adjustments were denied. Through these efforts, we successfully saved $832K in the year 2019.
- I was a key contributor to the launch of the Concession Abuse Prevention team in India, aimed at reducing the overall returns and refunds impacting Amazon's business performance. In this capacity, I developed comprehensive standard operating procedures (SOPs) and provided training support for the program's rollout, ensuring a smooth implementation that significantly improved operational efficiency and minimized financial losses.
Personal Information
Hobbies and interests
- Passionate about building web applications using PHP and Python to create innovative home automation solutions, enhancing convenience and efficiency in everyday living.
- Spending time with family
- Web applications for Home Automation
- Most of the time I try to spend my time with my team, to build a good Team bonding, which helps me in effective team management.
Timeline
Team Manager
Amazon
03.2017 - Current
Customer Support Representative
Wipro
11.2016 - 02.2017
Customer Sales Representative
Tata Business Support Services
06.2014 - 07.2015
Bachelor of Arts - B.COM - General
Madurai Kamraj University
Diploma of Higher Education - Computer Science
Diploma in Computer Science