Siman Adhikari
Faridabad
Summary
Detail-oriented operations professional with expertise in quality assurance, performance management, and customer support. Experienced in conducting quality audits, coaching advisors, and managing stakeholder relationships. Skilled in data analysis and reporting, focused on process improvement and enhancing customer experiences.
Overview
9
9
years of professional experience
Work History
Associate Andon Advisor and Team Lead
Amazon Development Centre Pvt Ltd
10.2020 - 02.2026
- Monitored advisor performance, quality standards, SLAs, and key operational KPIs, ensuring consistent service excellence and adherence to process compliance.
- Coached and mentored advisors through regular feedback and performance discussions, enhancing productivity, quality, and customer satisfaction.
- Conducted quality audits and root cause analysis (RCA) to identify performance gaps, recommend corrective actions, and drive continuous process improvements.
- Managed seller and operational escalations by collaborating with cross-functional teams to ensure timely resolution and seamless business operations.
- Partnered with leadership to implement workflow improvements, optimize operational processes, and support business objectives.
- Created and maintained Standard Operating Procedures (SOPs), process documentation, and knowledge resources to improve team efficiency and consistency.
- Prepared MIS reports and performance dashboards using Microsoft Excel, analyzing trends to present actionable insights that informed stakeholder decisions.
- Demonstrated stakeholder management, decision-making, conflict resolution, and multitasking abilities while managing priorities in fast-paced environment.
Sr. Process Executive
EFLEET SYSTEMS PVT LTD
11.2019 - 05.2020
- Communicated with clients via calls and email to provide software usage guidance.
- Developed and maintained professional client relationships, ensuring elevated service levels for new and existing clients.
- Trained and guided team members to maintain high productivity and performance metrics.
- Trained and guided team members to achieve high productivity and performance metrics.
- Conducted market research to identify customer needs and preferences.
- Developed software solutions using the EFLEET system tailored to meet specific client business requirements.
Customer Support Executive
Smart Value Products And Services
Gurgaon
10.2016 - 07.2019
- Demonstrate effective, clear and professional communication through emails and chats.
- Communicated effectively and professionally through emails and chats, enhancing customer interactions.
- Provided coaching and mentoring to employees.
- Developed and implemented onboarding program, facilitating smoother integration for new hires.
- Supported productivity increase and business growth through new hire training and mentoring.
- Developed and implemented successful onboarding program.
- Trained and mentored new hires, contributing to increased team productivity and customer satisfaction.
- Recruited and trained new members of guest service team.
- Established networking initiatives to enhance SMART Value across healthcare, homecare, beauty care, education, and personal care products.
Education
Bachelor of Arts - English Literature
Delhi University
New Delhi, India06-2020
Skills
- Andon system management
- KPI, SLA & Performance Monitoring
- Process improvement
- Operational Excellence
- Data analysis
- Excel and Power BI
- SOP development
- Stakeholder Management
- Team Leadership & People Management
- Performance Management & Coaching
- Escalation & Conflict Resolution
Languages
English
Proficient
C2
Hindi
Proficient
C2
Nepali
Proficient
C2
Timeline
Associate Andon Advisor and Team Lead
Amazon Development Centre Pvt Ltd
10.2020 - 02.2026
Sr. Process Executive
EFLEET SYSTEMS PVT LTD
11.2019 - 05.2020
Customer Support Executive
Smart Value Products And Services
10.2016 - 07.2019
Bachelor of Arts - English Literature
Delhi University