Srinivas Panaganti

Dynamic Group Manager Operations at Amazon Development Centre (India) Pvt. Ltd., adept at driving project success through strategic stakeholder engagement and process improvement. Proven track record in enhancing customer experience and team productivity, leveraging data analysis and leadership skills to achieve service level agreements and elevate quality standards.

English, Hindi, Telugu

Site launch PNQ10: I was part of a new customer service operations location in Pune, Maharashtra, to provide support for customers of Amazon.com, Amazon.uk, and Amazon.in. I relocated to the PNQ10 office from Hyderabad in 2016 as a team manager, leading the North American customer support team for Amazon.com. I conducted training sessions for subject matter experts, quality analysts, trainers, and team leaders on enhancing quality, productivity, and handling customer escalations. I provided guidance to the team on Amazon's work culture, process implementation, and handling email and chat interactions. I implemented continuous quality improvement initiatives, conducted quality checks on chats and emails, and facilitated the escalation process. I achieved a significant decrease in customer query resolution time, ensuring prompt assistance within three months.

CS Skill Upgrade: Implemented SL management strategies to enhance productivity at a customer service associate level, introduced and tested concurrent handle time and multi-skill process assistance, resulting in improved productivity and efficiency, led an initiative to train 150 associates across CS India on backup skill for different domains, enabling seamless support during volume spikes, conducted training sessions for customer service associates on handling multiple skills like messages US + email and email + phone, leading to a significant reduction in customer handle time, successfully tested the implemented strategies during the peak season of Amazon.com in November 2016, with the support of Amazon.in and Amazon.UK associates, and globally implemented them across all customer service locations at Amazon

VCSIND Launch: Led the launch of virtual customer service operations across India in April 2017, overseeing a team of 30 CSAs in Telangana, Hyderabad, coordinated with logistics, training, HR, and senior operations managers to facilitate the hiring, desktop delivery, and virtual training of CSAs, overcame initial challenges including connectivity issues, performance monitoring, power outages, and communication disruptions, defined mandatory requirements for virtual customer service associates, ensuring power backup, dedicated workspace, high-speed internet, and Hyderabad residency, managed the initial batch as a team manager, completing training, partial production, and full implementation within 5 weeks, enabled CSAs to effectively support customers remotely from their respective homes

• CSINDIA
• Achieved Top Performer status among Customer Service Associates, resulting from exceptional customer satisfaction ratings and Best Positive Response Rate.
• Smile Stories Champion in Customer Service for the best Team.
• Customer Obsession Award for the Best DART team.
• Employee of the year Award for the Best Team Manager.