Shivi Rastogi
Executive Inquiry Leader | Program Management & Process Improvement
Meerut
Work Preference
Summary
Strategic and results-driven program leader with 7+ years of experience at Amazon, specializing in executive escalations, root cause analysis, and cross-functional program execution. Proven track record of owning high-visibility initiatives, partnering with senior leadership, and translating complex customer and operational issues into scalable corrective and preventive solutions. Adept at building durable mechanisms, driving process standardization, and delivering measurable improvements in customer experience and operational efficiency.
Overview
9
9
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Executive Inquiry Leader
Amazon
07.2023 - Current
- Owned end-to-end execution of executive-level programs addressing high-impact customer and business escalations, partnering with Legal, PR, Operations, Product, and CS leadership to deliver durable solutions.
- Led cross-functional initiatives to identify systemic defects by conducting deep-dive root cause analysis (RCA), translating insights into scalable mechanisms and long-term corrective actions.
- Designed and implemented process improvement programs that reduced repeat escalations and improved customer experience metrics (CSAT, resolution time, defect recurrence).
- Acted as single-threaded owner for high-visibility workstreams, driving alignment across stakeholders, managing dependencies, risks, and timelines.
- Developed executive-ready narratives, dashboards, and weekly business reviews (WBRs) for Directors and VPs, enabling data-driven decision-making.
- Built and standardized operational mechanisms (intake processes, tracking tools, follow-up cadences) to replace manual workflows and improve operational efficiency at scale.
- Analyzed large volumes of customer contact data and trends to identify emerging risks , influencing upstream policy, tooling, and process changes.
- Owned program health metrics including SLA adherence, resolution quality, recurrence rate, and stakeholder satisfaction; regularly reviewed performance and drove corrective actions.
- Led change management efforts , including stakeholder communication, documentation, and adoption tracking to ensure successful rollout of new processes.
- Partnered with global teams to pilot, iterate, and scale solutions across regions, ensuring consistency while accounting for regional nuances.
Business Escalation Specialist
Amazon
07.2021 - 07.2023
- Built, standardized, and managed end-to-end escalation handling mechanisms , improving resolution efficiency and consistency across enterprise and SMB customer segments.
- Owned resolution of high-impact, CEO-level and Sales-led escalations , serving as the single point of accountability from intake through closure.
- Conducted deep-dive root cause analysis (RCA) on complex customer issues, partnering with cross-functional business teams to implement solutions with broader, scalable impact .
- Identified and escalated systemic defects and policy gaps to leadership, influencing upstream process and tooling improvements.
- Maintained and governed Executive Customer Relations (ECR) and Customer Service reference documentation , ensuring accuracy, audit readiness, and alignment with current policies.
- Supported CS leadership by providing data-backed insights, trend analysis, and escalation summaries to inform decision-making and prioritization.
- Acted as primary customer interface for escalated cases, managing expectations, service setup, and end-to-end resolution while maintaining confidentiality and professionalism.
- Drove customer and stakeholder satisfaction by ensuring timely resolution, clear communication, and sustained corrective actions.
Customer Service Associate-Resolution Specialist
Amazon
10.2018 - 07.2021
- Abrogate orders and shipments for customers, as well avail them to locate packages.
- Supersede or refund accounts for lost or misplaced packages.
- Provide customers guidance on Amazon.com.
- Utilize articles and internal implements to solve each customer issue in a timely manner.
- Provide accurate and appropriate information in response to customer inquiries.
- Respond to customer requests for products, services and company information.
- Reviews customer inquiries, problems, requests and suggestions from cross-functional customer surveys (Customer Care, Retail and Business).
- Meeting monthly KRA's as required to maintain positions.
Service Officer
Kotak Mahindra Bank
05.2017 - 09.2018
- Executed financial transactions according to bank policies and procedures.
- Responded to customer inquiries, providing information on bank accounts, policies, products and services.
- Responded to customer complaints and comments on a daily basis, and determined corrective action for the high call volume department.
- Reviewed and verified transactions to ensure proper processing according to established quality standards.
- Processed transactions including money transfer, deposits and withdrawals and data entry to update client files.
- Opened/closed accounts including checking, savings, money market, deposits, cashier's checks, stop payments. Provided navigational assistance with online and mobile banking.
- Maintain a high volume of quality work, while ensuring highest confidentiality.
- Proficiently answer customer inquiries regarding their accounts.
- Perform cash and check balancing by ensuring all the daily and monthly cash counts are accurate.
- Ensure that all customer needs are met and handled appropriately during their initial contact.
Education
Master of Business Administration - HR And Finance
Chandigarh Group of Colleges
Chandigarh01.2017
Bachelor of Business Administration -
Pt. Deen Dayal Upadhyay Management College CCS University
Meerut01.2015
Skills
Program & Execution
Program Management
End-to-End Ownership
Cross-Functional Stakeholder Management
Risk & Dependency Management
Change Management
Mechanism Design
Data & Problem Solving
Root Cause Analysis (RCA)
Data Analysis & Trend Identification
Metrics, KPIs & Dashboards
Executive Reporting (WBRs, QBRs)
Customer Experience & Operations
Customer Experience Strategy
Executive & High-Severity Escalation Management
Voice of Customer (VoC) Analysis
Policy & Process Governance
SLA Management
Communication & Leadership
Executive Communication & Storytelling
Influencing Without Authority
Stakeholder Reviews & Alignment
Data-Driven Decision Making
Certification
Amazon Catapult Program
Timeline
Lean Six Sigma Foundations
01-2026
Six Sigma : White Belt
01-2026
Amazon Catapult Program
02-2025
Executive Inquiry Leader
Amazon
07.2023 - Current
Business Escalation Specialist
Amazon
07.2021 - 07.2023
Customer Service Associate-Resolution Specialist
Amazon
10.2018 - 07.2021
Service Officer
Kotak Mahindra Bank
05.2017 - 09.2018
Master of Business Administration - HR And Finance
Chandigarh Group of Colleges
Bachelor of Business Administration -
Pt. Deen Dayal Upadhyay Management College CCS University
AWARDS
- Top Performer, Amazon
- Brilliance Badge Award, Amazon
- University Rank Holder (3rd Rank), Graduation
- Recipient of Academic Merit Scholarship
STRENGTHS
- Program Ownership & Accountability
- Analytical Problem Solving & Root Cause Analysis
- Cross-Functional Collaboration & Influence
- Data-Driven Decision Making
- Executive Communication & Stakeholder Management
- Process Improvement & Mechanism Building
- Customer-Centric Thinking
- Operational Excellence Mindset