Rahul Kumar
Senior Manager, Regional Operations- European Union (Amazon Data Services)
Bucharest
Summary
Versatile Senior Manager specializing in contact center/ data labeling management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Senior Manager, Regional Operations, Europe
Amazon Data Services
Bucharest
07.2022 - Current
- Lead a team of 1300 Amazon employees across 4 countries (Poland, Romania, United Kingdom and Netherland)
- Formulated and implemented regional strategy for Quality, Productivity and People
- Responsible for cost optimization of Data Labeling sites across Europe
- Formulate and lead business review mechanisms (MBR, QBR & YBR) for the region
- Created customer engagement models for Alexa customers at a global level
- Innovate and evolve the data labeling business for Alexa through machine learning and AI tools
Senior Operations Manager
Amazon Data Services
Hyderabad
07.2020 - 06.2022
- Led 500 Amazon employees supporting the Alexa device's machine learning competencies in the english language
- Oversaw workforce management planning, volume predictions and capacity planning.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Acted as an interim site leader for Hyderabad, leading 1200 employees at the site as a stretch role
Operations Manager
Amazon CS
Hyderabad
08.2019 - 06.2020
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed systems to track and solve issues.
- Identified procedure or process changes required to improve performance and productivity.
- Responsible for formulating product and technologies to evolve data labeling business, productivity and lower cost
- Directed initiatives to improve work environment, company culture or overall business strategy.
Group Manager
Amazon CS
New Delhi
06.2017 - 06.2019
- Led a span of 200-250 Amazon Customer Service Associates with a direct span of 8 team managers
- Setup the Delhi site for Amazon CS (DEL18) and ramped up the site from 0-2200
- Formulated the Cost, Talent Acquisition, Training and Capacity Planning framework for the site
- Prepared, calibrated and monitored production levels to achieve targets.
- Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality.
Team Manager
Amazon CS
Hyderabad
06.2016 - 06.2017
- 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.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training and development.
- Led Amazon CS specialty teams and formulated mechanisms to reduce repeat customer contacts
Commodity Analyst
Reliance Capital
Mumbai
04.2013 - 05.2014
- Analyzed commodity price movements to predict swings in Agri, Bullion and Energy based commodities
- Performed technical and fundamental analysis to predict commodity price movements
- Managed customer portfolio to maximize profits and revenue
Business Development Manager
Nedge Finacial Services
Mumbai
05.2012 - 04.2013
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
Education
Post Graduate Diploma in Business Management - International Business And Strategy
KJ Somaiya Institute of Management & Research
Mumbai 04.2014 - 04.2016
BBA - Marketing
Narsee Monjee Institute of Management Studies
Mumbai 04.2009 - 04.2012
Skills
Strategic planning
Program Management
International Business
Contact Center and Data Labeling management
Accomplishments
- Awarded the Diamond Award at Amazon (Annual Award) for 2 consecutive years
- Awarded the prestigious Torch Bearer award at Amazon for 3 cycles
- Awarded the prestigious People Manager award at Amazon for 3 cycles
Timeline
Senior Manager, Regional Operations, Europe
Amazon Data Services
07.2022 - Current
Senior Operations Manager
Amazon Data Services
07.2020 - 06.2022
Operations Manager
Amazon CS
08.2019 - 06.2020
Group Manager
Amazon CS
06.2017 - 06.2019
Team Manager
Amazon CS
06.2016 - 06.2017
Post Graduate Diploma in Business Management - International Business And Strategy
KJ Somaiya Institute of Management & Research
04.2014 - 04.2016
Commodity Analyst
Reliance Capital
04.2013 - 05.2014
Business Development Manager
Nedge Finacial Services
05.2012 - 04.2013
BBA - Marketing
Narsee Monjee Institute of Management Studies
04.2009 - 04.2012