Sandhya Umapathi
Hyderabad
Summary
Seasoned Vendor and Operations Manager with 15 years of professional experience, including 13 years at Amazon driving team leadership and successful project delivery. Expertise in strategic planning and coordinating operational initiatives to maximize efficiency. Proven ability to manage vendor relationships, negotiate contracts, and implement process improvements that enhance productivity and service quality. Experience in building strong cross-functional partnerships and collaborating effectively with stakeholders at all levels, including directors and senior vice presidents, to consistently drive and achieve business objectives.
Overview
15
15
years of professional experience
Work History
Manager II, Operations
Amazon
Hyderanad
05.2024 - Current
- Leading large teams of 80+ associates and 7+ people managers in Supply Chain Management.
- Responsible to track 1:1s with associates, monitor coaching programs, manage team huddles, supervise training and handle escalations.
- Track KPIs on a day to day basis, maintain SLs, perform audits and deep dives and present daily/weekly/monthly/ quarterly results to senior leadership and influence decisions.
- Leading strategic programs to reduce middle mile delivery costs by identifying cost leakage points, streamlining processes, and optimizing resource utilization.
- Work with Labor planning to track and validate volume forecasts, design shift schedules, drive timesheet compliance and manage overtime to handle day-to-day operations. Coordinate hiring by partnering with the recruitment team.
Payroll Experience Manager
Amazon
Hyderabad
08.2021 - 05.2024
- Led a team of 6–7 Payroll specialists responsible for resolving high-priority payroll executive escalations related to pay discrepancies and no-pay scenarios.
- Oversaw Customer Satisfaction Survey deep-dive investigations to identify root causes of employee dissatisfaction and drive improvements in customer experience metrics.
- Ensured timely and accurate payroll resolution through cross-functional collaboration and escalation management.
- Partnered with payroll vendor ADP to expedite resolution of time-sensitive escalations, ensuring timely issue closure and minimal impact on employee pay.
Vendor Manager
Amazon
Hyderabad
10.2017 - 08.2021
- Managed a portfolio of 2 key vendors ensuring alignment with business objectives and compliance with SLAs.
- Negotiated contracts and improved service delivery timelines.
- Developed vendor scorecards to track KPIs and drive continuous improvement initiatives.
- Served as the Single Point of Contact (SPOC) for key vendor accounts (Tech Mahindra (Vizag) and Sutherland(Hyd), ensuring seamless communication, issue resolution, and alignment with contractual obligations.
- Led quarterly business reviews with strategic vendors to assess performance and explore growth opportunities.
Client Relations and Escalations Manager
Amazon India
Hyderbad
11.2013 - 05.2016
- Managed high-priority escalations originating from SVPs, C-level executives, and board-level stakeholders, ensuring rapid resolution and executive-level communication.
- Acted as a single point of contact for CEO- and SVP-level complaint resolution, coordinating cross-functional teams to address root causes and deliver corrective actions.
- Created detailed executive summaries and case reports for leadership, highlighting patterns, risks, and opportunities for systemic improvements.
- Maintained strong relationships with internal stakeholders at Senior manager and director levels to proactively mitigate recurring issues and enhance service quality.
Customer Service Lead
Amazon india
Hyderabad
07.2012 - 11.2013
- Led a team of 10–12 associates, providing guidance, coaching, and performance oversight.
- Resolved escalated customer and internal issues promptly, ensuring minimal impact on operations and client satisfaction.
- Drove team performance by aligning key performance indicators (KPIs) with broader business objectives, consistently meeting or exceeding targets.
- Conducted regular coaching sessions and performance reviews, contributing to improved engagement and reduced attrition.
- Responsible for driving SLA, Quality and Efficiency metrics.
Customer Service Associate
Amazon India
Hyderabad
10.2011 - 07.2012
- Customer Service Associate supporting UK customers via chat and helping them with pre- and post-order inquiries.
- Designed chat transcript which was helpful in serving the customers seamlessly and the same transcript was followed by the associates which has reduced their effort in resolving customer concerns and improved quality metrics.
Claims Resolution Specialist
Deloitte
Hyderabad
08.2010 - 05.2011
- Recovered payments on over 1000 pending medical claims for US clients .
- Negotiated directly with insurance providers to secure claim clearance.
Education
MBA - Marketing
Mangalayatan University
Uttar Pradesh06-2026
Bachelor of Computer Applications - 78% Aggregate
Bhavan's Vivekananda College
Sainikpuri03-2010
Intermediate Bi.P.C - 64.50% Aggregate
Narayana Junior College
Tarnaka03-2007
S.S.C - 68.70% Aggregate
Loyola High School, Alwal
Secunderabad04-2005
Skills
- Strategic Vendor Relationship & Operations Management
- Contract Negotiation & Compliance in Operational Environments
- Service Level Agreement (SLA) & Operational KPI Enforcement
- Customer relationship management (CRM)
- Cost Control, Budgeting & Resource Optimization
- Operational Risk Assessment & Mitigation
- Leading Large Teams of 100 associates and 7 People Managers
- Coaching and mentoring
- Stakeholder management
- Resource allocation
- Cost Control & Budget Management
- Cross-Functional Collaboration
Timeline
Manager II, Operations
Amazon
05.2024 - Current
Payroll Experience Manager
Amazon
08.2021 - 05.2024
Vendor Manager
Amazon
10.2017 - 08.2021
Client Relations and Escalations Manager
Amazon India
11.2013 - 05.2016
Customer Service Lead
Amazon india
07.2012 - 11.2013
Customer Service Associate
Amazon India
10.2011 - 07.2012
Claims Resolution Specialist
Deloitte
08.2010 - 05.2011
MBA - Marketing
Mangalayatan University
Bachelor of Computer Applications - 78% Aggregate
Bhavan's Vivekananda College
Intermediate Bi.P.C - 64.50% Aggregate
Narayana Junior College
S.S.C - 68.70% Aggregate
Loyola High School, Alwal
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