Siddhant Kulkarni

• People Management.
• Lead and manage team of 3-8 Team Managers and 90-150 Customer Service Associates; responsible for overall direction and performance of teams.
• To set vision, direction, and culture of team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding team accountable for meeting and exceeding performance targets.
• To carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• To manage career growth and development of Customer Support team by driving focus on Amazon’s Leadership Principles.
• Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within department.
• Effectively partnering and building productive working relationships with direct reports, peers, leadership, and other departments.
• Operations and Project Management.
• To drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/kaizen activities, and other change/Six Sigma initiatives.
• To participate on business leadership meetings, helping to develop and drive strategies and programs which improve competitive position and profitability of organization.
• To solve complex customer support issues and proactively heading off negative service trends.
• To identify and eliminate root cause barriers to accuracy, productivity, and quality.
• To understand and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• To develop and achieve performance goals and objectives in order to achieve customer support expectations.
• Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members
• Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction
• Streamlined internal communication channels, fostering collaboration and improving overall team performance
• Spearheaded talent acquisition efforts by developing recruitment strategies that attracted top-tier candidates from diverse backgrounds
• Ensured compliance with industry regulations and company policies, mitigating risks associated with non-compliance issues
• Collaborated with other group managers to develop best practices for operational efficiency across departments
• Enhanced team productivity by implementing efficient workflow processes and prioritizing tasks
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
• Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments

Key job responsibilities

• People management.
• To create and continually support people through individual development plans.
• To confidently facilitate team discussions and communicate business messages.
• To demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decision.
• Strong time management and organizational skills.
• To complete tasks on time to high quality standard.
• To help associates understand performance bar and supports them to achieve it.
• To drive team engagement and actions through Connections results and insights.
• Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues

• Initial Responsibilities:
• · Responding to and/or redirecting all customer escalated emails and phone calls.
• · Using customer service skills to effectively answer customer issues.
• · Identifying needs and providing prompt resolution to inquiries and problems.
• · Capturing and entering data clearly and accurately.
• · Ability to deep dive into data to find issues that are driving customer contacts. Able to communicate and present these trends to managers and leadership to drive change.
• · Expressing flexibility to troubleshoot problems and provide solutions.
• · Monitoring all customer service trouble tickets and resolving quickly.
• · Reaching out to multiple other teams to work on customer impacted issues and finding resolutions.
• · Monitoring seller and customer feedback on multiple channels and responding to negative feedback.

• Communication Skills:
• Excellent Spoken Language proficiency in English
• Excellent communication skills in (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Excellent documentation skills
• Good comprehension skills – ability to clearly understand and state issues customers present
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose grammatically correct, concise, and accurate written response
• Work successfully in team environment as well as independently
• Computer Knowledge/Skills:
• Ability to use desktop computer system
• Familiarity with Windows Operating System, Microsoft Outlook, Microsoft Word and Internet Explorer
• Excellent typing skills
• Demonstrates understanding of Internet, amazon.com website, and competitor websites
• Demonstrates ability to successfully navigate websites
• Demonstrates proficient knowledge of email applications
• Demonstrates ability to learn in various media
• Ability to successfully adapt to changes in work environment
• Customer Focus:
• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates interpersonal skills with a diverse customer base
• Demonstrates conflict resolution, negotiation, and de-escalation skills
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary