Shailaja Kongari
Secunderabad
Summary
Detail-oriented content and operations professional with 10+ years at Amazon, progressing from Team Manager to Program Specialist. Skilled in creating and managing Standard Operating Procedures (SOPs), investigator documentation, and strategic communications for global teams. Experienced in process improvement, stakeholder collaboration, and content optimization for readability, accuracy, and compliance, Managed day-to-day team operations, Delivered process and policy training to new hires certified in Lean Six Sigma (Green, Black, and Yellow Belts) and trained in Program and Project Management. Passionate about driving clarity, efficiency, and customer trust through well-structured content and scalable solutions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
OCP Program Specialist
Amazon, GAR Infoban
05.2024 - Current
- Develop and maintain internal process documents and SOPs to support operational excellence and compliance.
- Partner with global stakeholders to ensure accuracy and consistency in investigator and customer-facing content.
- Identify gaps in existing documentation and drive updates for improved discoverability and usability.
- Collaborate with cross-functional teams (Legal, Engineering, Compliance) to ensure content aligns with business priorities and privacy requirements.
- Analyze feedback and metrics to continuously refine documentation quality and process clarity.
Team Manager – Customer Support Operations
Amazon
07.2022 - 04.2025
- Led a high-performing team to deliver exceptional customer experience while ensuring adherence to operational policies.
- Created SOPs, training guides, and quality templates to standardize workflows across the team.
- Conducted root-cause analysis using Lean Six Sigma principles to improve process efficiency.
- Provided coaching and feedback through performance reviews and knowledge-sharing sessions.
Resolution/Escalation Specialist
Amazon
08.2015 - 01.2021
- Managed escalations and drafted clear communication templates for consistent customer messaging.
- Supported agents with real-time policy clarifications and documentation updates.
- Ensured professional, concise, and policy-aligned written communication for global customers.
Customer Service Associate
Amazon
01.2010 - 07.2015
- Assisted customers with inquiries, payments, and returns via email and chat.
- Provided accurate, policy-aligned responses while maintaining empathy and professionalism.
- Supported process enhancement initiatives through documentation feedback.
Senior Customer Service Associate
Angaros Pvt. Ltd.
01.2010 - 01.2015
- Managed player communications, handled account issues, and created support FAQs.
- Collaborated on marketing and content updates for improved engagement.
Education
Bachelor of Arts - Arts
Railway Mixed High School, Intermediate - RJC
Hyderabad, India09-2021
Skills
- CHT Project
- Dart Utilization & Associate Coaching Project
- Retention Tales (Employee Retention Project)
- Coaching Intensive plan
- CCXO- Customer Experience quality experience
- Content Development & SOP Documentation
- Stakeholder Management & Cross-Functional Collaboration
- Process Improvement (Lean Six Sigma)
- Communication & Editorial Review
- Project & Program Management
- Compliance and Risk Awareness
- Knowledge Management Systems (KMS)
- Team Leadership & Coaching
Certification
- Six Sigma Green Belt, Black Belt, and Yellow Belt
- Program Manager 1 (CS Discovery)
- Career Essentials in Project Management (Microsoft & LinkedIn)
- Project Management (KNET – Amazon)
ADDITIONAL INFORMATION
- Experienced in collaborating with global teams and remote environments.
- Strong attention to detail and commitment to content quality and compliance.
- Available for flexible shifts and cross-functional projects.
Timeline
OCP Program Specialist
Amazon, GAR Infoban
05.2024 - Current
Team Manager – Customer Support Operations
Amazon
07.2022 - 04.2025
Resolution/Escalation Specialist
Amazon
08.2015 - 01.2021
Customer Service Associate
Amazon
01.2010 - 07.2015
Senior Customer Service Associate
Angaros Pvt. Ltd.
01.2010 - 01.2015
Bachelor of Arts - Arts
Railway Mixed High School, Intermediate - RJC