Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Timeline
Generic

Swati Kiran Somesula

Hyderabad

Summary

Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Holiday Team Manager

Amazon
08.2023 - 02.2024
  • Successfully completed Holiday TM stint of 6 months and rollback to parent skill QA
  • Boosted team morale through regular feedback, recognition, and team-building activities.
  • Optimized resource allocation during peak seasons to meet increased demand without compromising service levels.
  • Successfully adapted strategies based on evolving customer needs throughout various stages.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Improved team performance by implementing efficient scheduling and task delegation.

Quality Analyst

Amazon Development Center
04.2018 - Current
  • Currently supporting IN Zone 3 as a Quality analyst along side IN PAY escalation and RBI escalation. Demonstrate the ability to dive deep into a contact, perform ‘root cause analysis,’ and identify the reason for Nodal officer level escalations on that particular instance
  • Monitor and evaluate randomly selected calls to assess associates service level standards
  • Owned CS India Level Performance alerts for 2 years, where I would collate the data received from server and manipulate the data as per the requirement and send out alerts using MySql. This was daily procedure followed and Once in a month prepared MTD share it with QA leaders so that PIP batches can be prepared.
  • Establish QA Team accompanying with 3 other QAAs in one of the partner sites at Panchkula (Frontizo) by coaching external QAAs
  • I was a part of QAI (Quality Abuse Investigations) reduced multiple abusive parameters like invalid spam, next phone breach, cold transfers, inappropriate usage of internal tools
  • Lead weekly calibration sessions with Go partners to develop scoring consistency and best practices
  • Establish SOPs and drive any process updates and correcting wrong doing followed by associates


Support Operations Analyst

Amazon Development Center
12.2019 - 03.2021
  • CS-India Shrinkage Team: (Dec 2019 – March 2021) Have been a part of CS IND Shrinkage LPH Management program led by QA team which aims to achieve uniform and seamless execution of the Leave and Lost Production Hour (LPH) policies across all CS India sites
  • Publish CS-IND Shrinkage Governance LPH Report through MS Excel and sharing it across internal teams
  • Conduct weekly reviews with CS-India Shrinkage GrpM and TM POCs to understand the challenges and sharing the completion percentage of their respective sites
  • Publish Lost production hours (LPH) outlier report on weekly basis
  • Share the updated completion reports of pending actions across all sites
  • Up-skill new hire TM’s lead by Amazon Learning Academy on QA Auditing procedures, policies, compliance guidelines and shrinkage LPH program.

Sr. Associate CAP (Concession Abuse Prevention)

Amazon Development Center
01.2016 - 03.2018
  • As a Sr Associate with Concession Abuse Prevention (CAP Team) at Amazon
  • (CAP team works with a moto to reduce invalid concession and escalated fraudulent activities by customers) Worked closely with TRMS and Last Mile Investigation team to provide resolution to customer
  • Automated the workflow and minimize manual intervention to keep false positives low and customer experience high
  • Projects/ KC Improvements: Proposed project for auto annotation on order level/CIM page for particular contact in order to reduce the CHT for associate
  • This Idea has been picked up and would be considered during structuring of new CSC
  • Structural change was implement in KC (Knowledge Central) regarding redirecting shipment Standardized call opening procedure for authenticated and Un-Authenticated calls
  • Brought in policy as how to handle abusive customer in MessageUs medium Launched a Policy to understand how and when to duplicate a contact and mark it as spam for Email medium.

Education

MBA - Finance

Pragathi Mahavidyala
Koti, Hyderabad
09.2020

B.Tech - ECE

Avanthi Inst. Of Engg. & Tech.
05.2015

Intermediate -

Narayana Jr. College
01.2011

Schooling -

Kendriya Vidyalaya
01.2009

Skills

  • Strong analytical, problem solving and decision-making skills
  • Experience working on SharePoint Portals & Designer
  • Adept with MS Office, including Excel and Word
  • Excellent customer service skills
  • Ability to manage a team size up to 25 new hires as a DST and HTM and sharing 1:1 feedbacks to coach associates for performance improvement
  • Excellent verbal, written and interpersonal communication skills
  • Superior ability to manage time to meet multiple priorities and deadlines
  • Experience working with International phones and currently supporting International process as a Quality Analyst
  • Experience working in a fast-paced operational environment
  • Excellent in Auditing and Calibrations with stake holders
  • Excellent in Training delivery and coaching
  • Flexible to work a variety of hours as per the business demands

Accomplishments

  • Consecutive Business Enablers Award for Q3 & Q4 for the year 2021
  • Employee of the Month – November 2021 (Q4).
  • 2 off site visits as a Quality Analyst and Trainer (HGS Mysore and Frontizo -Panchkula, Chandigarh).
  • From a spectator to leading calibration calls to ensure Go-Partners are adapting the quality measures.
  • Multiple Business Enabler Awards. (2019 and 2020)
  • Customer Obsession Award
  • Customer Delight Ambassador

Disclaimer

I hereby declare that the above given details are true to my knowledge. If an opportunity is given to serve under your guidance, I will perform the best of my ability.

Timeline

Holiday Team Manager

Amazon
08.2023 - 02.2024

Support Operations Analyst

Amazon Development Center
12.2019 - 03.2021

Quality Analyst

Amazon Development Center
04.2018 - Current

Sr. Associate CAP (Concession Abuse Prevention)

Amazon Development Center
01.2016 - 03.2018

MBA - Finance

Pragathi Mahavidyala

B.Tech - ECE

Avanthi Inst. Of Engg. & Tech.

Intermediate -

Narayana Jr. College

Schooling -

Kendriya Vidyalaya

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Swati Kiran Somesula