Rama Kumar Dasari

• Responsible for ensuring operational excellence, in alignment with the vision and direction of the leadership team
• As site operations manager handled a team of 600+ Customer Service associates & 52 leaders, with displayed ability to solve complex business problems and strategic to real-time execution
• Set high standards for managing the performance of the team while also demonstrating Earth’s Best Employer behaviors, achieving customer experience, people experience, and process excellence goals
• Create solid, long-term operational mechanisms and plans for the business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
• Inspect results and frequently audit for a high bar
• Manage the career growth and development of the CS team by driving focus on Amazon's Core Values
• Play a critical role in building analytical depth by providing guidance and mentorship to all levels of leadership, as well as serving as a role model
• Lead and participate in wider customer service projects and initiatives
• Serve as multiplier of the 'Day 1' mentality
• Show impeccable judgment and the ability to make sound decisions in a fast-paced dynamic environment
• View decisions holistically, always considering the implications from a customer, financial, employee, or business standpoint
• Manage significantly complex problems and escalations, while doing these designed strategies to help the workforce adapt to significant changes and mitigate risks
• Demonstrate leadership presence and maturity when managing teams by communicating with clarity, purpose, and conciseness in all directions with different types of audience
• Set clear expectations on deliverable as well as strategy
• Drive effective stakeholder management
• Where there are dependencies, influence other teams to align the strategies and mechanisms with the goals of the business
• Worked seamlessly with cross-functional teams such as the People Experience Team (PXT), Finance, other global Site Leaders, Program Teams, Worldwide Capacity Planning (WWCP), Amazon Client Excellence System (ACES), and Learning & Talent Development (L&TD) to achieve business results
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures
• Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution

• Fore fronting the entire process operations with a 24 member team
• Managing Investigations of UAE, Bahrain, Kuwait, Oman, Qatar, Payments service desk Maximizing customer satisfaction by ensuring adherence to entire PLA standards
• Proficiently resolving complex queries/ complaints and handling complex situations
• Setting targets and reviewing the performance of team
• Provided individual developments plan and maintained records in line with the set objectives
• Ensuring adherence to the operational risk controls in accordance with company and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events
• Embraces change wherever required and being innovative in dealing with technical and procedural issues
• Developing cordial relations with colleagues in GSCs, as well as Business Area
• Delivered high quality training to staff in all aspect of processes & procedures
• Conducted half-yearly and yearly appraisals of the team
• Instrumental in managing the complete client relationship operations, ensuring customer satisfaction and end user satisfaction
• Imparted Global Payments Systems (New system of transmitting payments) training to the team of 30 for a period of 3 months and was instrumental in the successful launch of the same
• Handles the processes and escalations along with MI’s coming under the purview of my Manager Operations (OMAN
• ORM and Salaries)
• Associated in Direct Manager Focus Group (DMFG), which investigates on employer and employee relationship’s and based on the data/feedback received from CSEs of entire payments team on Direct Managers comes up with solutions and monitors the same

Managing inbound calls