Summary
Overview
Work History
Education
Skills
Timeline
Generic

Raja Harshvardhan Dubey

Hyderabad

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Brings 8+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Overview

10
10
years of professional experience

Work History

Program Manager (Global Command Centre)

Amazon
05.2022 - Current
  • Worked as a Program Manager at Amazon
  • Key responsibilities included ensuring day level Service Level Agreements met across multiple channels, writing Daily Business Reports, tracking and ensuring fix for any mass event effecting agent productivity/bad customer experience.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Implemented agile methodologies into program management processes, increasing adaptability in dynamic environments.

Team Manager

Amazon
01.2019 - 05.2022
  • Working as a Team manager for Amazon
  • Managed various teams during the tenure
  • Key responsibilities included managing a group of >20HC, ensuring they meet their goals and providing a positive employee experience to the associates reporting to me.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.

Resolution Specialist

Amazon
01.2017 - 01.2019
  • Worked as a resolution specialist at Amazon (US marketplace)
  • I acted as an escalations lead and took up all customer escalation requests
  • Reached out to customers and provided resolutions.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.

Customer Service Associate

Amazon
01.2014 - 02.2016
  • Started working full time as Customer service associate in 2016
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.

Education

BCom Computers -

St. Marys College. Yousufguda
Hyderabad
06.2016

BOI- MPC -

Sri Chaitanya Junior College
Hyderabad
05.2013

CBSE -

Jubilee Hills Public School
Hyderabad, India
05.2011

Skills

  • Communication
  • Team Management
  • Leadership
  • Problem Solving
  • Decision Making
  • Responsibility
  • Problem-Solving
  • Project Management
  • Flexible and Adaptable
  • Stakeholder Communications
  • Critical Thinking

Timeline

Program Manager (Global Command Centre)

Amazon
05.2022 - Current

Team Manager

Amazon
01.2019 - 05.2022

Resolution Specialist

Amazon
01.2017 - 01.2019

Customer Service Associate

Amazon
01.2014 - 02.2016

BCom Computers -

St. Marys College. Yousufguda

BOI- MPC -

Sri Chaitanya Junior College

CBSE -

Jubilee Hills Public School

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Raja Harshvardhan Dubey