Summary
Overview
Work History
Education
Skills
Accomplishments
Professional Development
Timeline
Generic
Rani Hadassa Kothapalli

Rani Hadassa Kothapalli

Hyderabad

Summary

Dynamic professional with a proven track record at Amazon, excelling in process improvement and quality assurance. Leveraging strong analytical skills, I successfully reduced invalid transfer rates by 37% and enhanced team performance through effective training and leadership. Committed to delivering exceptional customer experiences and driving operational excellence.

Overview

6
6
years of professional experience

Work History

Holiday Team Manager

Amazon
10.2024 - 04.2025
  • I demonstrate strong alignment with Amazon's Leadership Principles through my various initiatives and contributions.
  • My Customer Obsession is evidenced by diligently monitoring email resolution times for DE CAP teams, clearing missed and error emails, and proactively handling spam contacts by coordinating with Team Managers to implement bulk resolution strategies while maintaining service levels.
  • I show strong Ownership by consistently updating EBR bid points across all OUs and managing hourly bidding metrics.
  • My ability to Deliver Results and Insist on Highest Standards is demonstrated through an innovative flyer initiative I developed that improved policy awareness among associates.
  • I consistently Dive Deep through detailed tracking of PTL, missed, and dropped contacts data, and authored comprehensive production reports for WBR that provided thorough analysis of target variances.
  • My commitment to Learn and Be Curious is reflected in my continuous process improvements and implementation of innovative solutions to operational challenges.
  • Through data-driven decision making, strategic problem solving, and consistent focus on customer experience and team performance, I have contributed significantly to operational excellence.

Quality Analyst

Amazon
01.2022 - 01.2024
  • POC for Huddles for entire VCS-IND. I have uploaded Huddle docs and PKT quiz every week.
  • Worked as a part of 'Transfer Reduction Project', in QA, I have done audits to identify the reasons for invalid transfers, the percentage decreased 37.12% to 28.12%.
  • Submitted project request for 'false promise'. After Rap was removed as a metric, CSAs were giving false promises in an attempt to get positive CCXO responses. As the percentage was increasing, I have requested a project to be done on this issue. However, I was moved to CAP in the same month.
  • Shared Huddle completion percentage report for VCS-IND wise, zonal wise, TM wise every week.

Customer Service Representative

Amazon
01.2019 - 01.2022
  • Company Overview: Amazon Customer Service
  • Handled 50+ daily customer inquiries across multiple channels maintaining 92% satisfaction rate.
  • Consistently exceeded performance metrics for resolution time and first-contact resolution.
  • Trained new hires and served as floor support during peak periods.
  • Recognized as top performer.
  • Contributed to knowledge base development and process improvement initiatives.
  • Amazon Customer Service

Education

B.Tech -

01.2013

Skills

  • Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
  • Strong analytical and problem-solving capabilities
  • Excellent written and verbal communication
  • Team leadership and coaching
  • Performance analysis and reporting
  • Process improvement
  • Quality assurance
  • Customer relationship management
  • Training and development

Accomplishments

  • Exceeded high bar in Forte
  • Received 'RISING STAR' award in QA

Professional Development

  • Advanced Excel
  • Customer Service Excellence

Timeline

Holiday Team Manager

Amazon
10.2024 - 04.2025

Quality Analyst

Amazon
01.2022 - 01.2024

Customer Service Representative

Amazon
01.2019 - 01.2022

B.Tech -

Similar Profiles

CREATE PROFILE
Rani Hadassa Kothapalli