Sowhmiyaa S

An achievement-driven professional, with 15+ years of experience in Operations Management, Customer experience, & Customer Service/Quality. Highly motivated and result-driven person with extensive experience in managing teams and achieving positive results.

• Date of Birth: 06/27/1988
• Marital Status: Married

Projects at Amazon : Played a major role in 3 Tool enhancement projects in Accuracy.

CXO Integration :

• Played an integral role in participating daily tech calls, collating challenges, suggestions and process improvements on the tool to tech.
• Leveraging SME expertise on CXO integration, I trained 75% of the associates across the network

Error Triage Tool Enhancement :

• Played a critical role in launching "GT Update" tool which helped auto updating 7 fields that were manually filled by associates. This helped effort reduction by 45 - 60 secs on an average for each task

Auto-Stray :

• Lead one of the major Accuracy initiatives, Auto STRAY from MAA and driving it across network which was successfully launched in Apr'23
• Received “ CXQO Feature SME ” Phone Tool Icon for identifying the SOP gaps and challenges affecting the success rate of the project which helped tech team to fix the issue and meet UAT exit criteria
• Developed and created a new SOP for the project
• Trained 80% of the Accuracy associates and TMs across network
• 85% effort reduction observed which reduced the handling time of the skill set from15 mins to 2.15 mins in May'23