Summary
Overview
Work History
Education
Skills
Websites
Timeline
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SANDEEP RAJ S

Bangalore

Summary

Dynamic leader with a proven track record at Amazon, excelling in customer success management and operations excellence. Spearheaded initiatives that improved search relevancy rates to 98% and reduced internal support tickets by 70%. Adept at cross-functional collaboration and data-driven decision making, fostering a culture of continuous improvement and high performance.

Overview

13
13
years of professional experience

Work History

MANAGER (08/23 - 12/24)

TECH MAHINDRA
Bangalore
07.2025 - Current
  • Led an offshore center with 100+ full-time employees across multiple shifts, managing the complete staffing lifecycle and reducing turnover by 25%.
  • Served as voice of the customer in strategic conversations with SAP leadership, presenting operational excellence model in Budapest that secured client approval for business expansion.
  • Built and inspired multi-layered support teams across shifts, nurturing 11 promotions/internal transfers within 6 months.
  • Architected scalable, tech-enabled support processes using Service Now (CRM Tool), developing playbooks, dashboards and automation during enablement.
  • Owned SLA delivery (consistently exceeding 95% targets) and quality metrics, creating a culture of accountability that improved operational quality scores from 73% to 91%.
  • Enhanced operational efficiency through robust Knowledge Management initiatives, reducing new team member ramp-up time from 8 weeks to 4 weeks.
  • Delivered measurable improvements in Customer Effort Score from 76.38% to 86.38%, maintaining above 85% consistently through proactive support models.
  • Orchestrated peak season operations during 200% volume surges while maintaining 95% quality scores through process improvements that reduced escalations by 35%.
  • Created KCS SAP technical notes that empowered users and reduced inbound volumes.
  • Conducted regular business reviews (WBR, MBR, QBR) with SAP leadership and collaborated effectively with cross-functional teams to exceed KPI targets.
  • Partnered deeply with Quality, Customer Service, and Project Operations teams to achieve consistent performance across the customer lifecycle.
  • Developed dashboards that informed resourcing decisions during successful onboarding of 250+ resources in record time while maintaining quality metrics.
  • Set appropriate KPIs and measured what mattered, including resolution time metrics (>75%) and customer satisfaction benchmarks.

AD POLICY MANAGER

AMAZON DEVELOPMENT CENTER
BANGALORE
12.2021 - 07.2023
  • Led and managed a high-performing team of 34 agents, including catalog leads, SMEs, and quality auditors, across multiple locations in India and abroad.
  • Successfully launched a new VCC work model for the ATO team, leading the pilot program including hiring, developing SOPs, and ensuring business continuity.
  • Architected scalable support processes and SOPs, successfully launching and implementing new programs (Orion, Egregious, Sensitive Topics).
  • Led automation initiatives, analyzing data to identify patterns and improve customer retention by enhancing product relevancy and search result quality.
  • Spearheaded ad policy projects that resulted in significant improvement in search relevancy rates from 85% to 98%, enhancing seller experience across marketplaces.
  • Collaborated with quality team to enhance search keyword relevance, leading to 10% increase in customer traffic and 3% increase in sales for Amazon sellers.
  • Oversaw product data quality maintenance, collaborating with Catalog team, Development team, program team and Amazon legal team.
  • Partnered with cross-functional teams to implement productivity tools and quality initiatives.
  • Developed and implemented performance metrics dashboard, enabling real-time decision making and 30% improvement in team productivity.
  • Defined success metrics for search relevancy and created actionable insights that informed leadership planning.

ASSISTANT MANAGER

AMAZON DEVELOPMENT CENTER
CHENNAI
03.2016 - 11.2021
  • Led and managed a high-performing team of 25-45 agents in a 24/7 environment, providing frontline support across multiple channels (phone, chat, email).
  • Orchestrated continuous improvement projects yielding 51 approved process enhancements with 84% implementation success rate.
  • Developed Job Aid for Executive Escalation during COVID-19 peak, addressing trailer drop zone errors with effective solutions.
  • Spearheaded process improvement initiatives resulting in 70% reduction in internal support tickets and improving first contact resolution rate from 75% to 89%.
  • Led the 'Transfer Rate Reduction' project, collaborating with Product to significantly reduce the transfer rate from 5.7% to 1.2%.
  • Spearheaded Voice of Customer program, identifying and resolving top 5 friction points, resulting in 40% reduction in repeat contacts and 25% improvement in Customer feedback scores.
  • Drove a project to reduce seller reimbursements by $100,000 by collaborating with the reimbursement quality team and identifying key issues.
  • Partnered with Product teams to improve tools and issue triaging, resulting in more efficient customer support operations.
  • Led strategic programs delivering over $2.5M in cost savings through innovative solutions, including development of an automated inventory management tool that reduced processing errors by 9%.
  • Built dashboards that tracked improvement initiatives and demonstrated ROI to leadership teams.

SELLER SUPPORT ASSOCIATE

AMAZON DEVELOPMENT CENTER
BENGALURU
02.2014 - 04.2015
  • Primary interface between Amazon and third-party sellers; provided phone, email, and chat support governed by internal service level agreements.
  • Partnered with clients and delivery teams to enhance key metrics, and managed client escalations.
  • Demonstrated end-to-end ownership of every seller interaction with proactive problem-solving.
  • Maintained exceptional performance in quality, productivity, first contact resolution, and attendance metrics.

BANKRUPTCY CONSULTANT

OCWEN FINANCIAL SOLUTION
BANGALORE
01.2013 - 11.2013
  • Handled customer operations and queries within stipulated time frames.
  • Managed high-level escalations within SLA requirements.
  • Participated in quality calibrations and process improvement initiatives.
  • Implemented action plans for performance improvement, including identifying training needs and monitoring post-training outcomes.

Education

Bachelor of Science - Computers

Indian Academy Degree College
Bangalore
07.2012

Skills

  • Leadership & Strategy
  • Customer Success Management
  • Operations Excellence
  • Cross-functional Collaboration
  • Data-driven Decision Making
  • SLA & Quality Management
  • Performance Coaching
  • Stakeholder Management
  • Process Improvement
  • CRM & Analytics Platforms
  • Escalation Management
  • Voice of Customer Programs

Websites

Timeline

MANAGER (08/23 - 12/24)

TECH MAHINDRA
07.2025 - Current

AD POLICY MANAGER

AMAZON DEVELOPMENT CENTER
12.2021 - 07.2023

ASSISTANT MANAGER

AMAZON DEVELOPMENT CENTER
03.2016 - 11.2021

SELLER SUPPORT ASSOCIATE

AMAZON DEVELOPMENT CENTER
02.2014 - 04.2015

BANKRUPTCY CONSULTANT

OCWEN FINANCIAL SOLUTION
01.2013 - 11.2013

Bachelor of Science - Computers

Indian Academy Degree College

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