Shayan Dey
Kolkata
Summary
Experienced Program Manager skilled in managing cross functional projects driving continuous improvement across productivity and quality KPI's within operations. Leading change management and adoption across domains. Identifying process defects and creating sustainable mechanisms to address them.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Program Manager II- Operations Intelligence
Amazon.com
10.2022 - Current
- Lead quality and Efficiency improvement projects to meet performance targets and drive continuous improvement
- Identified defects and opportunities within processes and formulated action plans to eliminate them systematically using lean six sigma methodologies
- Contributed to the development of reporting systems for all levels of the customer journey
- With procedural deep dive and process knowledge, assisted the network in optimizing, scaling and enhancing action plans
- Worked across multiple departments (PAVES, BI, Training/Content, Network Design, Partners), OUs and sites and guided a distributed team of Quality Analysts and Associates
Network Quality Analyst - Operations Intelligence
Amazon.com
08.2019 - 09.2022
- Analyzed quality and performance data across KPI's to support operational decision-making.
- Created mechanisms and review decks on visualization tools such as tableau for periodical (Weekly, Monthly, Quarterly and Yearly) business reviews
- Called out opportunities and focus areas within Operations metrics in the business reviews
- Oversaw analysis and defined structures to develop insights from contact audits
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Team Manager- Device, Digital & Alexa Support
Amazon
11.2016 - 07.2019
- Lead a team of 20+ TCA's (Technical Care Associates) providing technical assistance for Amazon Devices and Digital services for customers
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
Senior Technical Support Representative
Amazon
08.2015 - 10.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality of Amazon Devices and Digital services.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Representative
Amazon
12.2014 - 07.2015
- Resolved diverse range of technical issues across multiple Domains (Prime video, Amazon Devices) for customers and end-users across various time zones.
- Managed high levels of Call/Chat flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Bachelor of Commerce & Accountancy - Accounting And Finance
St. Xavier's College
Kolkata04.2013
Skills
- Critical Thinking
- Change Management
- Team Leadership
- Program Management
- Stakeholder Management
- Planning and Resource Management
- Six Sigma & Lean Methodologies
- SQL
- Tableau
- Microsoft Excel, Access, Powerpoint
- Data Analysis and Interpretation
- Adobe Applications
Certification
- Lean & Six Sigma- Green Belt, Amazon ACES
Timeline
Program Manager II- Operations Intelligence
Amazon.com
10.2022 - Current
Network Quality Analyst - Operations Intelligence
Amazon.com
08.2019 - 09.2022
Team Manager- Device, Digital & Alexa Support
Amazon
11.2016 - 07.2019
Senior Technical Support Representative
Amazon
08.2015 - 10.2016
Technical Support Representative
Amazon
12.2014 - 07.2015
Bachelor of Commerce & Accountancy - Accounting And Finance
St. Xavier's College
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