TANYA DHALL

• Helped develop the structure for a new team of 300 agents servicing premium travelers
• Lead, mentor, and guide a team of 10 Supervisors and 100 agents. Set clear expectations for operational performance and traveler experience, including defining key performance indicators
• Ensure the business vision is understood by the team and translates into functional goals
• Placed individuals in roles and assignments that contribute to their personal and career development. Coach Supervisors on building trust based relationships with their teams to enable productive conversations and delivering results.
• Worked closely and collaborated with HR teams to develop policies and processes impacting operations and our travelers (Zero Tolerance Policy/Leave Policy/SOP for documentation)
• Developed internal employee focused programs to create an open, engaging and productive work environment
• Analysed employee survey results, presented to key stakeholders with recommended actions to help improve engagement and minimize attrition
• Work with multiple teams (brands, tech, retail vendors) on identifying broken traveler journeys, collaborate on solutions, and help implement solutions to improve traveler experience

Role - Group Manager, Reported Abuse (RA)

Group Manager in Reported Abuse (RA) Team, Seller Transaction Risk Management Services since December 2020

• Led and managed a team of 5 Risk Managers and 120 investigators who investigate reports of intellectual property rights infringement and remove bad actors across all marketplaces in Amazon
• Collaborate with internal and program teams to define goals and drive them across functions
• Ensure resources are trained and available to enable smooth movement across all segments and marketplaces to mitigate any SL risks
• Mentor and guide managers to define their career path, develop their skills and enable their growth

Role - Group Manager, Customer Service

Group Manager in Customer Service, Retail Operations, North America MessageUs from December 2019 to December 2020

• Led and managed a team of 7 Team Managers and 140 Customer Service Associates in North America MessageUs Operations. Responsible for the overall vision, direction, and culture of the team
• Manage individual and team performance by correct expectation setting and setting SMART goals
• Manage the career growth and development of the team by driving focus on Amazon's Leadership Principles
• Led improvement initiatives on metrics impacting the skill adversely, such as, Resolve Rate which improved by 750bps from Week01 to Week18 and Understandability which improved by 180bps from Week12 to Week18 in 2020.
• Partnered with Training team and peers from other Operational Units for effective cross-skill support
• Created and presented a Best Practices document to the North America MessageUs Sr. Leadership Team worldwide for effective metric management
• Launched MU Circle of Joy, an employee appreciation program

Role - Team Manager, Customer Service

Team Manager in Customer Service, Retail Operations, North America Phones from May 2018 to December 2019

• Led and managed a team of 20 Customer Support Associates in North America Phones
• Consistently delivered on all performance metrics
• Conducted daily huddles and monthly one on ones
• POC for concessions (discounts provided to customers) reduction, analyzed concessions data for the skill, prepared an action plan with glide goals which led to concessions being below the worldwide North America Phones Network. This was achieved for the 1st time in Nov 2019
• POC for Controllable Concessions reduction for the skill. In March 2019 controllable concessions for North America Phones was at 12.26%, through rigorous outlier management reduced this to 6.67% in July 2019
• Due to high occupancy that the phones teams normally see, launched Gift of Time, an Employee Engagement & Performance initiative, in NA Phones in Week36, 2018
• As a part of hiring team, conducted on site and campus interviews for over 400 candidates.
• Represented the New Delhi Phones team at the Americas Leadership Roundtable held on 6th March 2019
• Won Outstanding Leader Award for Q3 2018 and Q4 2019

DEI Initiatives:

• Leading the RA Worldwide Diversity, Equity and Inclusion (DEI) team
• As RA Worldwide DEI leader, lead a team of 8 DEI champions from 5 RA sites (HYD, BLR, SJO, BCN, EMEA). We are responsible for developing and bringing to life the strategic vision for DEI at Amazon with 3 main pillars as the focus areas:1) Attract 2) Retain & Develop and 3) Engage/ Awareness

Founded Party Souq in December 2011 in Dubai, UAE and expanded operations to India in 2012.
Personally managed the day to day running and upkeep of the website, order fulfillment and customer service.

Role – Team Manager

• Mentoring a team of 7 SME Relationship Managers
• Ensuring optimum performance levels amongst the team members for achieving exceptional service quality and peak sales
• Monitoring Calls & Daily/ Weekly statistics for the Team and providing them with relevant feedback for sustainable improvement and achievement of set targets/ goals
• Weekly review meetings with senior managers regarding team statistics
• Help new recruits via continuous coaching and feedback
• Conduct annual performance appraisals for team and set goals for the following year
• Responsible for coordination with the Finance Team to ensure the payment collection process runs smoothly

Achievements

• For 2011, 4 out of a 5 member team promoted as Customer Retention Managers based on exemplary performance
• Annual Team revenue for 2011 $348,000, 30% growth compared to 2010

Role – Senior Relationship Manager cross selling Bayt.com's recruitment product line

• Acquisition of new SME and Corporate Accounts with no prior or significant history with Bayt.com
• Consistently initiate and foster long term relations with assigned leads
• Exceedingly meticulous with CRM data entry and record keeping

Achievements

• Among Top performers in the company with due recognition from the CEO as amongst the Top 5 Achievers in the entire GCC Region