Sushma Reddy

• Leading and developing a team of 35 or more HR generalists and Specialists; responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution
• Identifying Employee impacting issues, working out and implementing solutions and process improvements to increase Employee satisfaction rate
• Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates. Recruited top talent to maximize profitability.
• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 100 new employees. Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
• Responds to escalations, providing root cause analysis and recommendation
• Developed remediation plan and drives to resolution with minimal guidance from Manager
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Achieve performance goals and objectives in line with the network wide vision and goals
• Carrying out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
• Responds to queries from team, internal business partners, candidates and customers including high level leadership team. Managed key stakeholders both internal & external & partnering with them for process.
• Coordinated with senior leadership and handled managerial needs by implementing fresh solutions into business strategies. Actively participated in and drive the continuous improvement culture through KAIZEN and LEAN projects
• Function as a Shift In-charge in absence of senior leadership for over 150-team, ensuring smooth & continued operations on the floor.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
• Initiated and maintained workers compensation cases for tracking, reporting and legal mechanics.

About the team: World Wide Capacity Planning – Global Command Center (WWCP-GCC) is the command center for Amazon Customer Service with core responsibility of real time service level management (customer experience) and occupancy management (cost)

In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to customer experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes. As a program Manager at Global Command Center, I -

• Continuously monitor the real time network performance and take actions to mitigate any risk to metrics and customer experience
• Support the GCC team in day-to-day operation by maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of real time metrics and customer experience
• Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and associate experience
• Define and scope projects by working closely with internal teams and their clients to understand their needs and priorities
• Plan and execute the identified projects by working with various teams
• Comfortable in writing daily business review documents and preparing reports for Senior leadership
• Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
• Identified program obstacles and communicated possible impacts to team.
• Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.

• Responsible for delivering results and managing a diverse team of 40 members that takes care of the business relationships of Amazon India marketing affiliates and verify (on the grounds of compliance) the applicant requests to partner with Amazon through affiliate marketing platform.
• Responsible for creation of marketing programs to acquire new customers (affiliates), own projects with considerable scope and/or complexity with significant impact on customer experience and Amazon’s business.
• Improve performance of paid traffic channels by partnering with all traffic-driving mechanisms by meeting the program teams to maintain communication to enhance teams' execution on new products launches.
• Monitor and evaluate team performance on defined criterion; implemented initiatives to enable teams achieve their daily, weekly, monthly and annual targets
• Day-to-day interaction with affiliates/customers to understand their needs and design/enhance the process for more user-friendly interface
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.

• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Responsible for using quantitative and qualitative data to identify opportunities to coach employees, to take care of all elements of employee satisfaction and engagement at work, including communication and management of their scheduling and taking action on issues arising in the team.
• Responsible for the overall direction, performance management, coordination and evaluation of the team and manage the team and ensure high service delivery and execution
• Actively participate in and drive continuous improvement culture through KAIZEN and LEAN projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Achieve performance goals and objectives in line with the network wide vision and goals. Carried out supervisory responsibilities in accordance with Amazon policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Communicated policies to the team and became the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

• Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
• Supported productivity increase and business growth through new hire training and mentoring.
• Scheduled and taught in class and online courses to increase learning opportunities. Recorded and edited videos to facilitate remote learning.
• Implemented new training courses after assessing corporate data and identifying employee weaknesses.
• Developed effective training plans based on department needs and objectives.
• Tracked attendance and evaluated progress for assigned trainees. Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Performed standard first article inspections and random sampling inspections to verify adherence to customer standards and compiled and distributed weekly feedback to team managers to improve service time and quality while increasing productivity.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Developed customer service improvement initiatives to decrease customer wait times.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.
• Recorded product or service failure complaints and notified appropriate departments.