SANTOSHI GUJJAR
Manager - Operations
Hyderabad,Telangana
Summary
Resourceful visionary and savvy leader offering 13+ years of rich mix of experience in technical customer support and Operations with Quality focused and pragmatic team player providing track record of achievement maximum productivity from team. Adaptable leader who thrives in fast paced environment.
Overview
13
13
years of professional experience
Work History
Manager
Sutherland Global Services Pvt. Ltd
1 2023 - 01.2024
- Manage the team who supports the worldwide Airbnb community with their friendly and efficient ways of service
- Communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth
- Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
- Confident problem solver and create a solution orientated environment
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Digital & Devices Team Manager
Amazon Development Centre (India) Pvt. ltd
07.2016 - 06.2022
- Prepare and send the daily, weekly and monthly consolidated productivity reports across the management
- Analyze productivity reports and Initiated calls with all work flow and operations team to suggest improvement areas to increase productivity
- Prepare and conduct weekly, monthly and quarterly business reviews
- Lead a team of 25 members and ensure meeting the goals and provide world's best customer service
- Mentor, coach, and guide teams on process and quality excellence
- Experience in training or leading people & handle new hire batches
- Conducting performance appraisal to associates, appreciate about their achievements and discuss the necessary improvement areas
- Continually support team through individual development plans
- Review contacts with opportunities and support associates with the required training
- Review contacts to identify WOW (Best practices) moments and appreciate associates
- Escalate issues, takes action on emerging issues and opportunities
- Helps associates understand the performance bar and supports them to achieve it
- Preparation of weekly and monthly management metrics
- Takes action on issues escalated from within the team, work with the rest of the business to bring issues to resolution.
Subject Matter Expert
Amazon Development Centre (India) Pvt. ltd
06.2014 - 07.2016
- Assisting and coaching the customer service associates with customer facing issue for phone, chat and email
- Handles customer Escalation chats and concessions
- Demonstrate decision making skills, strive for continuous self-improvement, and track learning progress
- As a Kaizen Team Representative contributed to Amazon Digital Music project which improved the digital quality
- Being part of ACES team, encouraged associates to submit process improvement ideas and follow up with Kaizen team officers for faster implementation of the ideas that reduced work load of associates and saved time
- Supporting the team in absence of the lead helping the associates in resolving complex issues, handle customer and internal escalations
- Provided assistance to the newly joined associates.
Digital & Device Support Associate
Amazon Development Centre (India) Pvt. ltd
02.2010 - 06.2014
- Deliver timely, accurate and professional customer service to all Amazon customers
- Assist the customer with order, account and device related issues
- Also, assist the customer issues with the Amazon Devices by providing troubleshooting
- Provide cross skill support whenever required.
Trainer
NIIT Hyderabad
02.2009 - 07.2009
- Prepared student reference and seminar materials to generate quality learning
- Provided training to trainees in all new features of software application processes and procedures.
Education
Master of Computer Applications (MCA) -
PG Ram Ready Center for Distance Education (PGRRCDE), Osmania University
Tarnaka, SecunderabadCertification Course: HDSE – Higher Diploma in Software Engineering - undefined
Aptech Pvt. Ltd.
Habsiguda, SecunderabadSkills
People Management
Projects And Achievement
- Head of Kaizen process to improve work quality, reduce unwanted processing time and increase company revenue. Which led to reduce process time by 5000 hours (for 50000 contacts) and increased revenue by $1,50,000.
- Hired the best talent who can provide world's best customer service.
- As a Team Manager, handled new hire batches (NHT) and successfully graduated them
- Awarded as a best team manager for 6 times for maintaining KPI and SLAs.
Highlights And Core Competencies
- Communication Skills
- People, Customer & Operations Management
- Problem analysis and problem solving
- Process Development & Improvement
- Recruitment/Hiring
- Planning & Organizing
- Decision-making Complaint Resolution
- MS office – Word, Excel & Power point
- Experience on data sources - Tableau and Heartbeat
- Escalation Management
- Ticketing Tool
- Project Management
Timeline
Digital & Devices Team Manager
Amazon Development Centre (India) Pvt. ltd
07.2016 - 06.2022
Subject Matter Expert
Amazon Development Centre (India) Pvt. ltd
06.2014 - 07.2016
Digital & Device Support Associate
Amazon Development Centre (India) Pvt. ltd
02.2010 - 06.2014
Trainer
NIIT Hyderabad
02.2009 - 07.2009
Manager
Sutherland Global Services Pvt. Ltd
1 2023 - 01.2024
Master of Computer Applications (MCA) -
PG Ram Ready Center for Distance Education (PGRRCDE), Osmania University
Certification Course: HDSE – Higher Diploma in Software Engineering - undefined
Aptech Pvt. Ltd.
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