Hi, I’m
SAGAR MEHRA
TEAM MANAGER
Gurugram
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 6.5 years of extensive leadership experience in e-commerce. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
7
years of professional experience
3
years of post-secondary education
3
Certifications
3
Languages
Work History
Amazon India
Team Manager
09.2020 - Current
Job overview
- Leading and managing a team of 15+ specialists, including setting goals & objectives, developing strategies, and assigning tasks.
- Communicating with team members, providing feedback and support, and addressing any issues or concerns
- Evaluated employee performance on weekly basis and coached & trained almost 150+ team members to increase quality of work and employee motivation.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Mentoring to new managers and expedite their learning curve, also devise action plan to develop and groom specialists into future Managers
- Developing and implementing policies and procedures to ensure the team is operating efficiently and effectively
- Developed performance measurement strategies, identifying areas for improvement.
- Worked on projects for improving the quality of service delivered and efficiently at same time.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Led employee relations through effective communication, coaching, training, and development.
Amazon
Resolution Specialist
09.2018 - 01.2019
Job overview
- Handled IN Primary Team, led a team of 20 associates and provided them on-shoulder support
- Addressed customers' concerns related to the services and provide the best solutions for their needs via a variety of communication channels
- Communicated effectively to ensure smooth resolution of issues
- Tracked enquiry resolution progress and proactively communicate with customers with a status update or resolution
- Participated in Kaizen events to identify and implement continuous process improvement
- Responding to customer inquiries via phone, email, or chat
- Assisting customers with orders, returns, and account-related issues
- Resolving customer complaints in a timely and satisfactory manner
- Providing accurate and helpful information to customers
- Updating customer account information as needed
- Processing customer orders and handling returns and exchanges
- Maintaining a high level of product knowledge to assist customers with their inquiries
- Following up with customers to ensure that their issues have been adequately addressed.
Amazon
Analyst Operations
07.2017 - 09.2018
Job overview
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Enhanced interfaces to promote better functionality for users.
- Cultivated relationships with industry leaders and within company to share tips and information.
Education
Delhi University
B.Sc (H) - Computer Science
01.2014 - 01.2017
University Overview
Score: 80%
Rukmini Devi Public School
Class 12th
01.2014
University Overview
Score: 92%
Rukmini Devi Public School
Class 10th
01.2012
University Overview
Score: 86%
Skills
People Management
Performance Coaching
Workforce Management
Certification
ACES Stage 1 & 2 Certified
Timeline
Team Manager
Amazon India
09.2020 - Current
Resolution Specialist
Amazon
09.2018 - 01.2019
Analyst Operations
Amazon
07.2017 - 09.2018
Delhi University
B.Sc (H) - Computer Science
01.2014 - 01.2017
Rukmini Devi Public School
Class 12th
01.2014
Rukmini Devi Public School
Class 10th
01.2012