Sonsina Seelan

• Managing a team of 2 team leads/specialist and 20 plus reviewers who support risk management for Books/Kindle Org
• Enhanced supervisory and leadership abilities by working closely with mentoring team members
• Lead performance evaluation of direct reports, team leads and specialists
• Participated in Gemba (Process Improvement) projects like Merge of Patrols (tasks), Reduce Manual Effort, Duplication Etc
• Participated in Kaizen to analyze the work performance of the team to identify better ways to perform tasks and contribute ideas to make systems and processes more effective
• Identified publisher/business impacting issues, working out and implementing solutions and process improvement to reduce publisher escalations & business growth
• Worked on QA for all project to ensure all COTs (Coaching Opportunity Ticket) are reported together
• Worked along with Solutions team on RCA (Root Cause Analysis) on escalation received on multiple workflows process handled
• Handled COEs (Correction Of Errors) for the team and ensure overall resolution provided for the publisher
• Have mentored and groomed employees as part of Thrive Mentorship Program
• Ensure SLA (Service Level Agreement), Shrinkage and PTL (Productivity To Labour) are met at all times
• Developed strategies to mitigate risk and reduce potential losses, conducted regular reviews of internal controls to ensure compliance with relevant regulations
• Collaborated with stakeholders across departments to identify areas of risk exposure
• Conducted risk analyses to manage organizational risk profile, form reliable control systems and monitor legal issues
• Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires
• Resolved conflicts between team members in a timely manner to maintain harmony within the team
• Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential
• Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests
• Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed
• Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels
• Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible
• Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences

• Have managed a team of 30 plus who supports customers through Chat, Calls and Emails
• Part of multiple operation teams such as IN (India), NA (North America) & SWAT (Combination of multiple marketplaces)
• Managed day today activities such as call monitoring, sharing feedback, conducting 1:1s etc
• As part of SWAT team managed two OUs, IN and NA skills such as IN MessageUs, IN Phones, NA MessageUs, NA Emails etc
• Handled Workflow (WF) tasks such as moving associates between skills and OUs basis requirement, planning scheduled movement between OUs to ensure call volume is handled seamlessly across OUs and ensured BCP
• Developed and implemented strategies for providing excellent customer service experience
• Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries
• Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization
• Prepared business review documents such as DBR, WBR and YBR for both IN and NA OUs along with observations and way forward
• During September 2020, moved to NA Dart team as Team Manager managing Level Three associates handing internal contacts from Level 2 and Customer Escalated contacts
• Handled IJP & onboarding for both IN & NA Dart at CJB10 site
• Mentor for Thrive Program (Mentorship Program for Level 3 Employees) at the site
• Created multiple newsletters for retention team, swat , RNR and engagement team

Projects at Amazon

• Handled implementation of Schedule Adherence (SA) and Schedule Conformance (SC) for the site, was also part of SA Kaizen and preparation of training document for implementation of SA & SC across CS India Sites

• Merge of patrols (tasks) to avoid duplication & manual effort

• During pandemic was part of the team to launch Covid Command Centre (CCC) at Amazon, onboarded associates from different verticals to support our employees during pandemic

• As part of CCC team, launched Oxygen Concentrator & Medicine Support for employees

• In order to maintain quality of resolution provided to employees, launched internal QA team by coordinating with multiple stakeholders

• As the queries were tracked through SharePoint model, worked along with program team at amazon to introduce guided workflow model and SIM ticketing process

• As part of continuous improvement and growth of employees CS IND Project Synergy was launched to bring in opportunities across sites from various teams across amazon, managed IJPs such as AWS Technical Support, Senior Catalog Associate, Catalog Lead etc

• Retention project, prepare week on week Dashboards, analysis, projections for the attrition's at the site

• Retention dashboard prepared was replicated by other sites such as VCS NA and UK teams

• Prepared deck on “Conducting Effective Retention Conversations” and organized sessions for TMs at the site

• Conference calls held to share product/process knowledge with the call centre team
• Performing analysis on various requests/complaints received from customers to work on process/product related improvements
• Handling complaints received at Nodal desk and MD escalation desk for the bank
• Reporting and analyzing of complaints sent to the regulatory authorities
• Created and implemented procedures for handling customer inquiries and complaints
• Developed and maintained a team of call center representatives to meet performance standards
• Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics
• Ensured compliance with relevant laws, regulations and policies related to customer service operations
• Provided coaching on best practices in customer service techniques to improve quality of interactions with customers
• Developed detailed Standard Operating Procedures to ensure consistent and efficient execution of processes
• Identified opportunities for process improvements and recommended solutions based on best practices
• Collaborated with cross-functional teams to develop comprehensive SOPs that met organizational goals
• Prioritized and organized tasks to efficiently accomplish service goals

• Worked with Customer Correspondent Unit, handling critical channel complaints escalated to head customer care / Principal Nodal Officer
• Effectively resolving customer complaints to increase the customer satisfaction level with Citibank
• Have credits of winning Operations & technology (O&T) dazzle award for 'best customer service experience professional' for continuous four quarters, calendar year 2015 and 2016
• Managing escalations at all levels, arrive at alternative solutions and apply out of the box thinking to resolve customer grievances
• Perform Root Cause Analysis on complaints, follow up action points to closure
• Mentored and trained the new employees of my current and previous teams at CCU & CitiPhone
• Continued education on current banking products and services whereby received certification on Depository Operations (DEMAT)
• Trained as a global officer to handle liabilities and credit card concerns
• Part of the Core team that works on Customer Feedback for betterment of the individual channel/overall bank processes
• Won sales Superstar Award for the month of Nov 2011

• Associated with Dell Financial Services resolving customer inquiries related to billing explanations
• Managed customer's expectations by clarifying needs and identifying options
• Had a different share of experience working with customer collections in Allsec Technologies

• Handled outbound calling for a sales process for discount coupon sales & taking lead generation