Unnati Chopra
Gurgaon
Summary
Strategic Project Manager with expertise in customer experience and operational efficiency, developed through impactful roles at Amazon and as a freelancer. Proven ability in stakeholder engagement, vendor management, and data analytics, consistently delivering actionable insights and driving operational improvements. Committed to enhancing client operations and fostering strong partnerships through strategic consulting and data-driven decision-making.
Overview
5
5
years of professional experience
Work History
Community and Social Manager
Kalido
Gurgaon
07.2024 - Current
- Managed customer support operations, ensuring timely and effective resolution of inquiries and concerns to maintain a high level of member satisfaction
- Developed go-to-market strategies and engagement frameworks, increasing community engagement by 50% for a 80,000-member online women's community
- Led high-stakes presentations to senior stakeholders, translating complex data insights into actionable recommendations, fostering informed decision-making
- Collaborated with external agencies to streamline processes, enhance cross-functional coordination, and resolve issues efficiently, ensuring smooth partnership operations and aligned goals
- Executed consumer analytics projects to better understand market trends, enhancing the customer experience and engagement
Technical Specialist - Sr. Program Specialist
Amazon
Hyderabad
09.2019 - 08.2023
- Progressed from Technical Specialist to Senior Program Specialist
- Streamlined operations to ensure user security, regulatory adherence, and efficient resolution processes for Amazon devices
- Streamlined processes by revamping Standard Operating Procedures (SOPs), increasing information relevance by 30% and enhancing turnaround time by 25%
- Proactively safeguarded user experience by identifying and mitigating risks related to Alexa's functionality, resolving a worldwide issue that resulted in 1500 escalations
- Implemented strategic solutions that ensured uninterrupted service and enhanced customer satisfaction
- Applied rigorous analysis and strategic foresight to identify and mitigate potential issues, bolstering platform reliability and user satisfaction
- Owned end-to-end management of high-severity escalations and operational workflows, leading a team to resolve over 250 cases monthly with a 95% success rate
- Collaborated with technical and legal teams to navigate complex situations, prioritizing customer satisfaction while minimizing operational disruption
- Conducted in-depth analyses of 350+ customer interactions to generate actionable insights, enhancing service guidance and reducing repeat contacts by 30%
- Provided day-to-day coaching for a team of 14, guiding them on risk assessments and process improvements to achieve a 90% success rate in high-risk case management
- Trained and onboarded 20 new team members, developing and executing a comprehensive training plan to support seamless integration and performance elevation
- Drove cross-functional discussions with technical and legal teams to align on strategic responses, balancing customer satisfaction with regulatory requirements
- Identified and resolved platform issues through hypothesis-driven problem solving, resulting in a 30% improvement in first call resolution rates and a 95% satisfaction score on escalations
- Leveraged data analytics to refine processes, achieving a 30% boost in operational efficiency through insights derived from Power BI dashboards
Education
Master's Union School of Business - Executive Post Graduate Program (PGP)
Master's Union School of Business
Gurgaon02-2024
Bachelors of Business Administration -
Gandhi Institute of Technology And Management
Visakhapatnam04-2019
Skills
- Leadership
- Problem-solving
- Critical-thinking
- Process improvement
- Adaptability
- Stakeholder management
- Risk assessment
- Customer Support
- Cross-Functional Team Collaboration
- FIGMA
- MS Excel
- Power BI
Timeline
Community and Social Manager
Kalido
07.2024 - Current
Technical Specialist - Sr. Program Specialist
Amazon
09.2019 - 08.2023
Master's Union School of Business - Executive Post Graduate Program (PGP)
Master's Union School of Business
Bachelors of Business Administration -
Gandhi Institute of Technology And Management
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