Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic
Rahul Kumar

Rahul Kumar

Team Manager
Ghaziabad

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work History

SDS Team Manager (A) L4

Amazon India
VCS
08.2023 - Current
  • SDS Team Manager is responsible for managing team of Customer Support Associates and is responsible for overall performance and operational delivery of team.
  • This will require me to work with key support functions such as SDS leaders, Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve service level and quality of performance.
  • Evaluated employee performance on daily basis and coached and trained 20-25 team members, increasing quality of work and employee motivation

SDS EXR Specialist (L4)

Amazon India
Virtual
07.2022 - 07.2023
  • Collaborates to build partnerships with key stakeholder groups, businesses and leaders to ensure systemic problems are addressed and corrected. Effectively communicate with both internal and external customers by adjusting communication style to audience.
  • Resolve complex customer issues by handling 10-15 queries on daily basis that have been escalated to the Amazon CEO, Senior VPs, or Directors. Dive deep into and analyze root cause of customer pain points and partner with business teams for mutually beneficial resolutions that will impact broader customer base.
  • Creating and documenting new processes, and ensuring team references are up-to-date. Research, participate and in some instances lead process improvement initiatives to enhance customer experience.
  • As role model employee, handle public relation or legal issues by seeking guidance from respective team and handling matter with discretion and confidentiality.
  • Train and or mentor new team members.

CS Quality Analyst (L3)

Amazon India
Noida
11.2018 - 07.2022
  • Meeting weekly target of contacts to audit. Auditing 200 - 300 contacts on weekly basis.
  • Retrospectively escalating Customer and Driver complaints to appropriate departments.
  • Participating in team and group calibration across network.
  • Contributing to and producing weekly reports on Network Quality data.
  • Evaluate audit findings and implement appropriate corrective actions such create/modify existing SOP’s.
  • Deep dive further into data and audit calls to prove or disprove hypothesis.
  • Leading ad-hoc projects by managing teams of auditors to tight deadlines.
  • Track results of changes made and measure improvement.
  • Developed and maintained quality assurance procedure documentation
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training

Resolution Specialist (L3)

Amazon India
Noida
09.2018 - 11.2018
  • Functions as problem solver for associates, customers, and drivers. Serves as first line of defense for day-to-day customer escalations.
  • Provides real time CSA support and knowledge transfer through all channels in event when helpline service levels are failing. Displays positive work ethic, strong interpersonal skills, adherence to company policies and commitment to excellent customer service.

Customer Service Associate (L2)

Amazon India
Noida
07.2017 - 09.2018
  • Offered advice and assistance to customers, paying attention to special needs or wants. Responded to customer calls, chats and emails to answer questions about products and services. Managed over 50-70 customer calls per day.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

MBA - Operation And Production Management

Suresh Gyan Vihar University
Jaipur
09.2022 - Current

Bachelor of Arts -

Subharti University
Meerut
12.2018 - 12.2021

XII -

Bihar School of Secondary Education
Vaishali
06.2010 - 06.2012

X -

St. Karen’s Secondary School
Patna
05.2009 - 05.2010

Skills

Team Management and Team Motivation

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Accomplishments

  • Kaizen for CPC reduction: I was a part of this Kaizen in Aug-Sep 2019. Problem statement & background: My Site's CPC rate was more than 7% (rank 11 in network) since Jun’19. After this Kaizen My Site achieved CPC rate below 4.5% by Oct'19. As a part of this project. I also conducted multiple sessions with CSAs and TMs to reduce concessions given by them.
  • New SOP: Created a now SOP called as giftclickholding SOP. CSAs were giving incorrect resolution to our customers which was resulting in bad experience. Hence created this SOP which resulted in good customer experience.
  • Modified Existing SOP: Updated an existing SOP called as DSL process update which resulted in good customer experience.
  • Top Performer: Won Top performer Award for 7 consecutive months in SDS EXR specialist (L4) Role and was Top performer in Q2 2023. Won Top performer Award in CS Quality Analyst Role (L3) in Q2 2021 and Q4 2020. Won various site level Awards such as ACE of Initiative (L3), Ashoka Award (L3) and Veer Award (L2).

Certification

Six Sigma: Green Belt LinkedIn

Additional Information

  • Date of Birth : 27 July 1993
  • Gender : Male
  • Languages known : English, Hindi


DECLARATION: I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief.

Dated: 27/11/2023 Place – Ghaziabad


Timeline

SDS Team Manager (A) L4

Amazon India
08.2023 - Current

Six Sigma: Green Belt LinkedIn

04-2023

MBA - Operation And Production Management

Suresh Gyan Vihar University
09.2022 - Current

SDS EXR Specialist (L4)

Amazon India
07.2022 - 07.2023

Bachelor of Arts -

Subharti University
12.2018 - 12.2021

CS Quality Analyst (L3)

Amazon India
11.2018 - 07.2022

Resolution Specialist (L3)

Amazon India
09.2018 - 11.2018

Customer Service Associate (L2)

Amazon India
07.2017 - 09.2018

XII -

Bihar School of Secondary Education
06.2010 - 06.2012

X -

St. Karen’s Secondary School
05.2009 - 05.2010

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Rahul KumarTeam Manager