Sneha C

Result-oriented with user support and root cause analysis. Advanced knowledge of operations and dedication to see issues through to end. Works well in remote and desk-side environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

• Documented and created SOPs to overcome multiple issues like duplicate tickets assigned by T2 team, SOP not followed cases, resolved ticket re-openings which was hindering the team's performance. This resulted in reducing the duplicate ticket from 38% to 7%, SOP not followed case from 15% to 3% and re-opening of tickets from 7% to ~1.5%.
• I have mentored most of the newbies to educate them regarding the team and all the required information and have also encouraged them to explore and innovate new things at work.
• Collaborated with Dev team and created an internal tool and automated re-billing which was a process to collect uncollected invoice amount. This reduced the AHT by 20mins to ~5mins and helped in recovering ~ $36,86,000 revenue for Amazon.

In my free-time i like to listen to music, watch cookery shows and play with my baby girl.

I have received New Bee-2016, Extra Miler-2017 and All Rounder-2018 awards for accomplishments in my job.

Have also received 5 accolades (2019-2022) from my peers and managers for different achievements like Process improvement, AHT reduction, SLA reduction, customer obsession and more.