Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shealtiel Paul

Hyderabad

Summary

Expert Quality Manager bringing 8 years of expertise in Human Resources, Customer Service and Seller Partner Support. Effectively manages assignments and team members. Dedicated to self-development to provide expectation-exceeding service. Used keen attention to detail to find company inefficiencies and develop training programs to enhance team talent. Dedicated to planning and maintaining dependable, skilled teams. Meets job demands and deadlines through diligent work-ethic and dedication to quality.

Overview

10
10
years of professional experience

Work History

DLS Sr Specialist (Sweepers)

Amazon
Hyderabad
08.2023 - Current
  • Detect and resolve unfavorable experiences by proactively identifying, deep-diving, and investigating moderate to highly complex customer-impacting issues. Advocate on behalf of the customer through policy and process change recommendations to enhance accuracy and increase customer satisfaction.
  • Involved in tracking trends, investigating discrepancies, identifying knowledge gaps and making recommendations for systemic changes while participating in process improvement initiatives.
  • Adapted to ambiguity and promptly responded to critical matters as part of DLS senior leadership's immediate response team.
  • Created documents detailing standard operating procedures.

Manager II, HR Specialist

Amazon
Hyderabad
10.2022 - Current
  • Implemented Quality Auditing work procedures, improving staff productivity and efficiency.
  • Created and implemented highly effective and individualised human resource solutions for stakeholders.
  • Streamlined onboarding process by developing and implementing employee orientation programme.
  • Investigated and managed grievance, disciplinary and employee relation meetings, quickly resolving and finding appropriate solutions.
  • Worked with department managers to assess needs.
  • Liaised with senior leadership and addressed managerial needs by implementing technology solutions into business strategies.
  • Monitored and reported on service effectiveness, improving company efficiency.
  • Maintained 100% protocol and procedural accuracy through HRIS management tools.
  • Provided staff with resources for ongoing professional development and organised training courses, increasing company productivity.
  • Mitigated audit risk with optimisation of compliance tools, identification of deficiencies and successful corrective actions.

Quality Inspector

Amazon
Hyderabad
10.2021 - 09.2022
  • Conducted scheduled inspections with a high level of accuracy and efficiency.
  • Collaborate with leadership to drive improvement ideas generated through auditing
  • Clearly articulate issues and ideas through verbal and written communication
  • Maintain a full understanding of all processes, becoming a Subject Matter Expert for every process
  • Address the issues identified and drive them to resolution by coaching Associates, engaging the internal Quality training team, and working with leadership
  • Provide clear insight into performance drivers and the levers which impact performance.
  • Implement and own action plans which drive performance improvements
  • Liaise with internal and external teams to implement best practices and to drive performance improvements.
  • Reporting of key trends, performing deep dive analysis and collaborating with global stakeholders to share critical insights for further action/ analysis.
  • Identify root cause and areas of improvements in the process audited. Provides ideas for process improvements to enhance process efficiency, quality and customer experience.
  • Use critical thinking and demonstrate high ownership while reviewing processes and technology.

Quality Auditor, DLS

Amazon
Hyderabad
03.2020 - 10.2021
  • Perform audits of internal administration against plan, policy, service level agreements, and any regulatory requirements.
  • Leverage internal tools and processes to track and report status to business partners and leaders. Share results of audits on regular basis as per established frequency and quality standards.
  • Take end-to-end ownership to collaborate with Operation partners to ensure identified issues are addressed and improvement has been sustained.
  • Maintain subject matter expertise specific to job function and general industry awareness.
  • Reporting of key trends, performing deep dive analysis and collaborating with global stakeholders to share critical insights for further action/ analysis.
  • Identify root cause and areas of improvements in the process audited. Provides ideas for process improvements to enhance process efficiency, quality and customer experience.
  • Use critical thinking and demonstrate high ownership while reviewing processes and technology.

Seller Support Advisor

Amazon
Hyderabad
10.2017 - 02.2020
  • Show case composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Responding to Associate support requests in real time providing education to Associates with the goal of achieving timely first contact resolution, as well as a remarkable & reproducible Seller Experience.
  • Process Auditor of Kaizen Events at site level & Worked on other projects with Stakeholders. Participate in daily Kaizen events to identify and implement process improvement change initiatives.
  • Responsible for GEMBA issues raised by the Associates & fix the process gaps through CPM & Paragon Opex Teams ( Kaizen Team Representative)
  • Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
  • Drives process changes effectively in their team, ensures process compliance and adoption of tools, changes in policy, etc.
  • Work towards Fostering a positive team environment and collaboration within the site.

Seller Support Associate

Amazon
Hyderabad
10.2015 - 09.2017
  • Nominated as Kaizen Team Representative and trained on Six Sigma Yellow Belt.
  • Implemented Six Sigma tools and Lean techniques for the internal process improvements.
  • Supported sellers in order to help troubleshoot, develop and grow their business partnership with Amazon.com
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Upskilled to utilize additional tools to maintain detail page integrity and troubleshoot excel bulk uploads.
  • Utilized as POC/ Subject Matter Expert to support fellow associates at work and worked closely with Q4 associates to improve their metrics.
  • Entrusted with qualitative analysis projects to help deep dive the process gaps and Associate case action behaviors.

Customer Service Associate

Amazon
Hyderabad
06.2014 - 09.2015
  • Deliver timely, accurate and professional customer service to all Amazon customers.
  • Assisted customers in expediting orders and correcting post-sales problems.
  • Communicated with customers primarily through mail, chat and phone and utilized a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions
  • Worked successfully in a team environment as well as independently
  • Flexible with the working schedule; worked on weekends, holidays and events
  • Showcased effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned

Education

Bachelor of Commerce - Commerce

Loyola Academy Degree & PG College
2014

Skills

  • Employee relations
  • Document coordination
  • Dispute resolution
  • New employee orientation
  • Programme management
  • Benefits administration
  • Absence data analysis
  • Maternity and Paternity coordination
  • Outstanding presentation skills
  • Change management
  • Project management
  • Excellent interpersonal skills
  • Exceptional communication skills
  • Project coordination
  • Stakeholder relationship management
  • Documentation expertise
  • Team management
  • Policy implementation
  • Superior time management
  • MS Office suite
  • Pivot table development
  • Microsoft Excel
  • Microsoft Word, PowerPoint and Excel
  • Decision-making
  • Risk management
  • Coordination
  • Analytical problem-solving
  • Performance reporting & Management
  • Process improvement

Accomplishments

  • Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of Quality Audits.
  • Planned and coordinated Vendor Management, IFMLA and Accommodation Off Work projects resulting in increased Vendor Quality scores, timely time coding and streamlining SOPs.
  • Advanced from Associate to Manager II quickly as result of topping scorecard and successful project initiation and implementation.
  • Recognised by management for Quality projects delivering outstanding results.

Timeline

DLS Sr Specialist (Sweepers)

Amazon
08.2023 - Current

Manager II, HR Specialist

Amazon
10.2022 - Current

Quality Inspector

Amazon
10.2021 - 09.2022

Quality Auditor, DLS

Amazon
03.2020 - 10.2021

Seller Support Advisor

Amazon
10.2017 - 02.2020

Seller Support Associate

Amazon
10.2015 - 09.2017

Customer Service Associate

Amazon
06.2014 - 09.2015

Bachelor of Commerce - Commerce

Loyola Academy Degree & PG College

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Shealtiel Paul