Sonsina Seelan
Risk Team Manager
Chennai
Summary
Accomplished Team Manager with a proven track record in developing and executing robust risk management strategies. Adept at leading cross-functional teams to anticipate and mitigate potential risks, ensuring strict compliance with industry regulations. Seeking to harness extensive experience in a dynamic and growth-oriented environment.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Risk Team Manager
Amazon Development Centre
Chennai
9 2022 - 04.2024
- Led team of 2 specialists/leads and 25 risk analysts in assessing and mitigating potential risks across multiple operations for Book org.
- Developed and implemented comprehensive risk management strategies to improve overall operational efficiency
- Conducted regular risk assessments and audits to identify gaps in existing processes and recommended corrective actions to senior management
- Collaborated with Workforce team to ensure compliance with SLAs (Service Level Agreements), minimize shrinkage, and optimize PTL (Productivity To Labor)
Customer Service Team Manager
Amazon Development Centre
Coimbatore
8 2018 - 8 2022
- Led team of 35 customer service representatives, providing training, coaching, and performance feedback to drive team success and achieve monthly KPIs
- Implemented new customer service processes and procedures to improve efficiency
- Successfully managed multiple projects, including Site Attrition Project, Synergy Program, and Employee Engagement Program
- Collaborated with cross-functional teams to identify opportunities for process improvements and drive continuous innovation in customer service delivery
- Redesigned workflow processes within department, eliminating inefficiencies and redundancies in daily operations.
Manager II - CS
Equitas Small Finance Bank
Chennai
04.2017 - 07.2018
- Engineered and directed a dynamic 50+ member customer support team, elevating operational performance and customer satisfaction
- Monitored daily operations, including call volume, Average Handle Time (AHT), Service Level Agreement (SLA), customer satisfaction scores, and other key metrics
- Collaborated with cross-functional teams to develop comprehensive SOPs that met organizational goals
- Performed analysis on various requests/complaints received from customers to work on process/product-related improvements additionally handled complaints received at Nodal desk and MD escalation desk for bank
Assistant Manager, Customer Service
Citibank N.A.
Chennai
07.2011 - 05.2017
- Worked with Customer Correspondent Unit, handling critical channel complaints escalated to Head Customer Care, Regional Nodal Officer, and Principal Nodal Officer
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Expertly managed escalations at all levels, consistently arriving at alternative solutions and applying innovative thinking to resolve customer grievances
Education
MBA - Business Administration
Amrita Vishwa Vidyapeetham
Coimbatore 09.2023 - Current
BBA - Business Administration/Commerce
Madras University
Chennai, India 06.2007 - 05.2010
Skills
Risk assessment
Leadership
Stakeholder Management
Performance Metrics Development
Analytical Problem-solving
Data-Driven Decision-Making
Strategic planning
Cross-Functional Collaboration
Personal Information
- Date of Birth: 04/11/89
- Nationality: Indian
Timeline
MBA - Business Administration
Amrita Vishwa Vidyapeetham
09.2023 - Current
Manager II - CS
Equitas Small Finance Bank
04.2017 - 07.2018
Assistant Manager, Customer Service
Citibank N.A.
07.2011 - 05.2017
BBA - Business Administration/Commerce
Madras University
06.2007 - 05.2010
Risk Team Manager
Amazon Development Centre
9 2022 - 04.2024
Customer Service Team Manager
Amazon Development Centre
8 2018 - 8 2022
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