T NEHA
Hyderabad,Telangana
Summary
Results-driven risk management professional able to produce high-quality work giving customers positive experiences. Proficient in all areas of operations and reliable in seeking out and capitalizing on improvement opportunities. Desire to take on challenging new role with expanding operation.
Overview
10
10
years of professional experience
Work History
Investigations Advisor- GAP, US/EU Marketplaces
Amazon Development Centre India Pvt Ltd
Hyderabad
01.2018 - Current
- Provide subject matter expertise and insights to support investigators, drive improvements by responding and solving investigator queries within defined SLA.
- Identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced.
- Lead over 200 investigators towards meeting operational metrics of quality, productivity.
- Partner with managers to continuously evolve advisor role and provide feedback to operations team based on trend analysis and patterns observed through advisor-investigator working relationship.
- Manage quality assurance program which includes internal PLDA (Process Level Defect Audit) audits.
- Devise and enhance treatment strategies to promote continued progress.
- Identify and proactively solve internal problems related to process by revamping training approaches in collaboration with global SOP council.
- Mentor 40 new hires/cross-trained investigators, resulting in stronger process knowledge and increased productivity.
- Report new hires/cross-trained investigators progress across stakeholders.
Investigations Specialist
Amazon Development Centre India Pvt Ltd
Hyderabad
07.2015 - 12.2017
- Quality control, monitoring team of language specialists and continued support of process related queries.
- In charge of putting quality plan in place to assess current standards and targeted quality in order to plan roadmap with different milestones and achieve desired results with regard to customer expectations.
- Preparing reports, dashboards for various levels of managements, tracking team's KPI on weekly basis to render support on problem areas.
- Trained and mentored new hire batches in Claims US/EU marketplaces.
Technical Support Specialist
UNISYS
Hyderabad
10.2013 - 05.2015
- Provided assistance on software tools for business teams of Henkel, Ashland and Capital One bank.
- Handled Priority 1/2 escalations from business team ensuring minimal impact on productivity.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
B.Tech - Electronics & Communication Engineering
NMIET
Bhubaneshwar06.2013
Skills
- Advanced leadership skills, including coaching, team-building and conflict resolution
- Strong working knowledge on SQL
- Strong business partnering, effective communication and influencing skills
- Data collection and analysis
- MS Office Suite
- People-oriented
- Customer expectations management
- Claims analysis
- Skilled problem solver
- Strong interpersonal skills
- Active listening skills
- Beginner knowledge on Python & R
Accomplishments
- New-Hire cross skilling for EU orgs.
- Helped reducing bad debt by implementing a successful project on POD (Proof of Delivery).
- Proven track record of managing new hires- working closely with them, coaching them for improving quality/AHT, address grievances proactively.
- Excellent in earning trust from stakeholders.
- Driving process improvement changes and effectively managing changes.
- Operation Monitoring: Developed a report which flashes the shrinkage and coverage plan for the operations team to plan the capacity a week in advance as well team performance report to review and improve team performance.
- Create monthly GAP team flashes for worldwide stakeholders ensuring team's monthly progress and future plans of actions.
- Calibrated POD SOP and Empty Package SOP for better understanding for investigators.
- Active participant in claims automation projects.
Timeline
Investigations Advisor- GAP, US/EU Marketplaces
Amazon Development Centre India Pvt Ltd
01.2018 - Current
Investigations Specialist
Amazon Development Centre India Pvt Ltd
07.2015 - 12.2017
Technical Support Specialist
UNISYS
10.2013 - 05.2015
B.Tech - Electronics & Communication Engineering
NMIET