Vinay Reddy Julakanti
Hyderabad
Summary
Results-driven Operations Manager with nearly 6 years of experience at a global e-commerce leader. Expert at leveraging data analytics and process optimization to exceed quality targets, drive cost reduction, and deliver measurable business growth. Proven ability to lead high-performing teams, implement over 30 SOPs, and execute award-winning process improvement initiatives. Committed to continuous improvement and excellence in operational management.
Overview
6
6
years of professional experience
Work History
Operations Manager
Amazon Development Centre Pvt. Ltd.
Hyderabad
2023.01 - Current
- Managed a team of 28 associates, providing training and performance reviews, exceeding quality targets by 40 percent.
- Delivered process improvements through implementation of 37 SOP's , aligning with key business objectives.
- Achieved efficiency gains across six teams and over 30 resolver groups, utilizing JIRA for monitoring outcomes.
- Sustained project quality goals with a 97.5% success rate over two years, driving operational enhancements.
- Executed corrective actions to uphold key performance metrics and ensure on-time project completion.
Advisor, Global Andon Team
Amazon Development Centre Pvt. Ltd.
Hyderabad
2022.03 - 2022.12
- Trained and mentored new Associate Advisors on critical processes and conducted onboarding sessions for effective ramp-up.
- Managed Open Office Hours for new associates, delivering specialized training while reducing Andon dependencies.
- Supported quality audits and contributed to calibration calls, identifying areas for process improvement.
- Reduced HMD error rates from 32% to 8% through internal audit initiatives and quality coaching.
- Enhanced seller experience via continuous case audits and RCA on aged cases as part of ‘Aged Case Project.’
- Collaborated on process optimization projects, automating six workflows to achieve a 0.8-second reduction in average handle time.
- Delivered ongoing training and refresher sessions to bridge process gaps, improving workflow adoption rates with minimal misses across managed batches.
Business Operations Specialist
Amazon Development Centre Pvt. Ltd.
Hyderabad
2019.09 - 2022.03
- Served as work allocation POC for approximately 85 HC across three Resolver groups, maintaining SLA goals year-to-date.
- Conducted internal quality audits for ticketing associates, identifying key root causes affecting quality.
- Facilitated quality sessions and shared process knowledge through fliers on impactful defects, raising span level quality from 95.1% in Q3 2020 to 97.9% in Q4 2020.
- Resolved multiple escalations from sellers regarding ASIN reinstatements, onboarding 35 brands through effective escalation resolution.
Education
B. Com - Computer Science
M.G University
Nalgonda01.2017
CA -
ICAI
Hyderabad01.2014
XII - MPC
Narayana Junior College
Hyderabad01.2012
X -
Brilliant Grammar High School
Hyderabad01.2010
Skills
- Data Analysis
- Quality Management
- Strategic Planning
- Data Analysis
- Quality Management
- Strategic Planning
Accomplishments
• Awarded Best Manager for Q3 2023 & Q1 2024
• Innovation in Process Improvement Award – Q1 2023
Awarded for successfully implementing process enhancements in significant efficiency gains and cost reductions, showcasing a commitment to operational excellence.
• Outstanding Performance Award – Q4 2022
Acknowledged for exceeding departmental goals and metrics through effective project management and collaboration, contributing to overall business success and customer satisfaction
Projects
• Mission Everest Project: Led a high-impact process improvement project, reducing the Negative Response Rate (NRR) for pilot associates by over 45% (from 72.38% to 39.13%) and significantly improving customer experience across phone (14.29%) and email (60%) channels with a 10.55% response rate. This initiative optimized real-time resolution for sellers through the Andon cord mechanism on the Amazon Easy Ship Program for WWT4, driving measurable improvements in service quality and cost reduction.• T4 Quality Initiative: Designed and implemented a comprehensive KPI reporting and quality audit mechanism for a team of 320 associates WW, covering over 85 Resolver groups. Successfully achieved the goal of 97.50% for quality performance goals in 2022-2024, showcasing strong program management and stakeholder communication Authored executive-level reports and project documentation for process improvements, presenting actionable insights to senior leadership.
Andon Resolve Time Reduction Initiative: Spearheaded the analysis and resolution of high Andon response times by pinpointing critical process inefficiencies Contributed significantly to a 25% reduction in Andon count, boosting operational performance and enhancing customer experience through more prompt issue resolution
Timeline
Operations Manager
Amazon Development Centre Pvt. Ltd.
2023.01 - Current
Advisor, Global Andon Team
Amazon Development Centre Pvt. Ltd.
2022.03 - 2022.12
Business Operations Specialist
Amazon Development Centre Pvt. Ltd.
2019.09 - 2022.03
B. Com - Computer Science
M.G University
CA -
ICAI
XII - MPC
Narayana Junior College
X -
Brilliant Grammar High School