Satyam Shukla
Secunderabad
Summary
Seasoned Holiday Team Manager with background in coordinating and overseeing holiday team operations. Display strong leadership skills, adeptness in scheduling, and ability to manage high-stress situations. Known for fostering positive teamwork environment and ensuring smooth workflow during peak holiday seasons. Have consistently improved team efficiency and customer satisfaction in previous roles.
Overview
8
8
years of professional experience
Work History
Resolution Specialist
Amazon
Hyderabad
08.2021 - Current
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
- Ensured compliance with applicable laws and regulations during the resolution process.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
- Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
Holiday Team Manager
AMAZON
Hyderabad
11.2024 - 04.2025
- Overseen a team of 25 associates operations, managing team performance, ensuring swift resolution of escalations, and maintaining the highest level of customer service during peak times.
- Constantly identified opportunities to improve team performance and owning associated change management.
- Provided guidance and support to team members as needed in order to meet deadlines or goals set forth by upper management.
- Managed the scheduling and staffing of the holiday team to ensure adequate coverage during peak times.
- Conducted regular meetings with staff to review progress towards meeting objectives set forth in business plans.
- Developing and referring to performance metrics to drive team performance and business results.
- Identifying the business impact of trends and making data backed decisions.
- Communicating with external customers and internal customers
- Escalated problems or variances in the information and data to the relevant owners and followed through on resolutions.
- Pulled data from numerous databases (using Excel and/or other data management systems) to perform ad hoc reporting and analysis.
- Owned process/business level reports/actions and diving compliance.
- Performed Ad-hoc reporting and analysis
Interactive Media Advisor
24/7
Hyderabad
01.2021 - 01.2023
- Looked after On Live Chat for U.S. Program (KHOL’S) for about 12 months.
- Promoted as Subject Matter Expert and worked for about 4 months.
International Phone Support Associate
AMAZON
Hyderabad
01.2017 - 08.2021
- Supported social media escalations, investigation speciality escalation, concession verifier, account escalation associate, alexa data analyst as per business requirement.
Education
B. Tech - Mechanical Engineering
Indur inst of Engg and Tech
SiddipetIntermediate -
Sri Chaitanya Jr. College
AlwalS.S.C -
St. Andrew’s High School
SecunderabadSkills
- Customer Service Expert
- Conflict resolution
- Team management
- Data analysis
- Performance metrics
- Process improvement
- Cross-functional collaboration
- Mentoring
- Coaching
- Root cause analysis
- Communication skills
- Feedback collection
- Problem solving
- Compliance management
- Policy enforcement
- Employee engagement
- Operational excellence
Languages
- English
- Hindi
- Telugu
Hobbies and Interests
- Playing Cricket
- Playing Table Tennis
- Listening to Music
- Singing
Disclaimer
I hereby declare that all above cited information is true to my knowledge and belief. In case of my selection to your organization, I promise that I shall discharge my duties at the earliest and to the utmost satisfaction of my superiors.
Roles And Responsibilities
- Managing a shift
- Identifying opportunities to improve team performance
- Developing performance metrics to drive team performance
- Identifying business impact of trends and making data backed decisions
- Communicating with external and internal customers
- Escalating problems or variances in information and data
- Pulling data from databases and performing ad hoc reporting and analysis
- Owning process/business level reports/actions and diving compliance
- Performing ad-hoc reporting and analysis as per requirement
Personal Information
- Father's Name: Jai Shanker Shukla
- Date of Birth: 08/25/93
- Gender: Male
- Nationality: Indian
- Religion: Hindu
Timeline
Holiday Team Manager
AMAZON
11.2024 - 04.2025
Resolution Specialist
Amazon
08.2021 - Current
Interactive Media Advisor
24/7
01.2021 - 01.2023
International Phone Support Associate
AMAZON
01.2017 - 08.2021
B. Tech - Mechanical Engineering
Indur inst of Engg and Tech
Intermediate -
Sri Chaitanya Jr. College
S.S.C -
St. Andrew’s High School
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