Sushant Mishra

• Owned and executed end-to-end short-term capacity planning for all five Amazon Advertising sites, ensuring operational efficiency and meeting service level goals.

• Monitored daily, weekly, and monthly planning metrics, compared actual performance against forecasts, identified gaps, conducted in-depth root cause analysis, and collaborated with stakeholders to implement corrective actions.

• Acted as the primary point of contact for addressing daily capacity challenges, working closely with site and operations teams to resolve issues and ensure seamless execution.

• Proactively identified and managed capacity risks by tracking dependencies across operations, clearly communicating these dependencies, and managing exceptions effectively.

• Partnered with Operations leaders in weekly staffing calls to provide updates on upcoming staffing requirements, highlight potential risks, and align on mitigation strategies.

• Collaborated with Business Intelligence teams to design and develop dashboards and analytical tools to support capacity planning and decision-making processes.

• Owned and worked to develop all key reporting structures and processes ground up for AdSu Command Center to successfully transition out of SPS org while aligning with AdSu capacity setup. Onboarded all RTAs to developed processes
• Developed multiple reports including AdSu tailored language-channel SL report, AdSu chat performance summary report with channel mix, missed contact report. These reports aid proper dive deep and analysis and have led to significant improvement in critical metrics. For ex: overall Missed Contact rate improved by 5147 bps from 5.77% to 2.80%.
• Liaising with SPS BIE and CASA, owned and developed completely automated tool (iRTA) )to identify and code schedule gaps/unplanned leaves by comparing actuals to planned for WW AdSu Ops. Post BETA testing, tool was rolled out in Mar '22 resulting in annualized saving of ~1300 RTA manhours
• Developed automated tool(Active alerting) based on CS-Telephony to monitor real-time availability on associate level which can project workgroup capacity
• Undertook extensive data analysis for non-uniform contact routing and translated this ambiguous problem statement into resolvable issues arising from inappropriate skill prioritization and profile set up for associates. Developed new routing setup aligning with capacity distribution while prioritizing low volume groups which led to improvement in service level for low volume queues from ~83% in Week 33, 2022 to over 90% since Week 40, 2022.
• Self-learned Connect Hybrid based routing configuration and Grafana (AWS managed analytics and interactive visualization web application) and created framework on AdSu CP/Ops need for real/near time monitoring. Developed real-time monitoring panels and trained WFM/Command Center on same to enable contact routing migration from legacy GACD to Connect Hybrid

• Serve as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon.
• Critically assess and adjust the case management plan to an employee's changing needs.
• Leading the quality support for newly onboarded vendor site while ensuring Amazon standards are met.
• Consult, coordinate and partner with our third-party administrator, HR, Safety, Legal, Payroll, Benefits, team members and other departments/systems as appropriate.
• Managing the daily assignment and completions of cases for more than 200 Case Managers.
• Managing and responding to executive escalations.

• Reviewed Amazon Prime video contents end to end and provided relevant maturity ratings as per marketplace government policies
• Gather, analyze and utilize relevant data to develop ways to improve the overall PV user experience
• Participated in on-call emergency escalations to ensure any issues are timely resolved and ensuring highest customer satisfaction
• Won Best Among Equals Award (Prime Video)- 2021

• Led multiple process improvements projects to help operations meet and exceed quality standards for COA
• Provided intelligence to operations to identify pain areas and outliers and work towards reduction of same
• Owner of multiple projects (View account, Miss contacts, Outbound destinations, Concession SIC misuse)
• Won Business Enablers and Superstar award in Q1 & Q4 2019

• Got promoted to next role in span of 8 months
• Maintained a high level of product knowledge, providing accurate information to customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.