Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Swetha GURRALA

Hyderabad

Summary

Program Manager with 8+ years of experience to manage end to end delivery of large scale projects. I leverage my strategic planning and problem-solving skills to drive any project to success. Exceptional aptitude to synergize teams for tech and non-tech collaborations. Successful track record for meeting stringent project delivery deadlines and exceeding customer expectations.

Overview

1
1
Certification

Work History

Manager, Program Manager

Amazon
  • Leading a team of Program Managers partnering with various teams such as Operations, Workforce, Software Development teams, Process owners for over 15k operational resources supporting over 120 programs under Risk verticals in Amazon.
  • Worked on implementing a home-grown automated routing tool for over 120 programs in risk verticals, which involves migrating approximately 37k queues that route around 130MM customer contacts per year, with an OPEX of $63 million.
  • Worked on implementing a routing-related product, which breaks down a task into multiple microtasks and, in turn, helps technology automate most of the microtasks and reduce the cost per investigation of ~$50 million per year.
  • Developed a tool to improve/automate routing configuration process. This reduced my team's manual effort by 30%, saving 3 headcount per year.
  • Defined and implemented governance models to ensure ~130k customer contacts, which were stranded by risk teams, are provided a resolution.
  • Managing stakeholder relationships and understanding next year roadmaps of Product teams, Program teams, Customer Excellence teams, Analytics teams, and Software Development teams of various programs to provide enough support to partner teams and define project charter for my team to ensure successful project delivery.
  • Acting as a consultant for projects handled by my team and making effective trade-offs with stakeholders to effectively utilize time, quality, and resources.
  • Managed and led Case Management system migration for ~40 programs in a span of ~6 months, which increased investigative experience of ~10k operational resources.
  • Led Marketplace launches for ~80 programs in 10+ countries, including Singapore, Sweden, Netherlands, Belgium, UAE, Kingdom of Saudi Arabia, Ireland, South Africa, and so on.
  • Worked with Case Management teams, core technical team, and security team to launch a 2-step verification process for an Amazon internal Case Management System to enhance the security of data in risk teams.
  • Led various program launches, like prioritizing select sellers to reduce customer impact and so on, for worldwide 21+ marketplaces by working with 100 stakeholders.
  • Ideated intelligent routing features and partnered with tech teams to implement features like First-In, First-Out (FIFO), prioritize strategic sellers, and so on which helps reduce repeat customer contacts and provide faster resolution.

Education

PGDM - Finance & Business Analytics

Dhruva College of Management, Hyderabad
03-2016

Skills

  • Stakeholder Management
  • Conflict Management
  • Cross-functional partnering
  • Root Cause Corrective Action (RCCA)
  • Software development, requirement gathering, user stories, and testing
  • Sprint planning and execution
  • Microsoft Excel, Word, PowerPoint
  • Basic knowledge of SQL

Certification

  • Scored Band 7 in IELTS (International English Language Testing System).
  • Achieved Six-Sigma yellow belt certified by Amazon for working on an internal Operations Agent level Utilization Project.

Timeline

Manager, Program Manager

Amazon

PGDM - Finance & Business Analytics

Dhruva College of Management, Hyderabad

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