Vineeth Shankar
Hyderabad
Summary
Senior Business Analyst with over 12 years of experience, specializing in workforce planning and AI-driven process automation. Demonstrated success in developing workforce models for over 1,500 FTEs across global markets, achieving significant cost savings through advanced financial modeling and predictive analytics. Led transformative AI initiatives that improved search capabilities for international teams, with a strong ability to translate complex data into actionable insights for operational transformation. Expertise in PMO governance, cross-functional stakeholder coordination, KPI tracking, and execution management for large-scale operational programs, utilizing tools like Asana to ensure optimal readiness and seamless execution.
Overview
13
13
years of professional experience
Work History
Senior Business Analyst - Workforce Strategy & Capacity Planning
Amazon Development Center
08.2020 - 03.2026
- Governed a hybrid workforce of over 1,500 full-time equivalents (FTEs) across North America, Europe, the Middle East and Africa (EMEA), and Asia-Pacific (APAC), with direct oversight of external BPO/vendor partners in Japan and China, aligning headcount to live demand signals, achieving zero peak-period SLA failures, and realizing over $3 million in cumulative savings.
- Consistently delivered 95%+ forecast accuracy across voice and digital channels by integrating seasonality curves, peak event calendars, and intent-based demand trends into SQL-driven models, sustaining 100% SLA compliance and a sub-3% call abandonment rate through every high-volume cycle for Amazon Japan CS.
- Led Quarterly Business Reviews (QBRs) with vendor leadership to audit performance against contractual SLAs and headcount commitments, managing vendor lifecycle, and seasonal fluctuations of 200+ FTE during peak holiday cycles.
- Delivered $1.2M in annual savings against the 2025 operating plan by engineering a staffing optimization model that identified upstream cost leakage and reallocated headcount based on real-time capacity utilization data.
- Spearheaded 'Gembot,' an NLP-powered AI assistant that achieved over 10,000 searches in week one and maintained a weekly growth of 10,000 to 12,000 for a 250-member global team, streamlining manual SOP queries into 24/7 intelligent self-service.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
Team Manager - Operations (Digital & Devices | Prime Now)
Amazon Development Center
09.2017 - 08.2020
- Orchestrated the Prime Now CS launch 7 days ahead of the scheduled May 2018 deadline by engineering end-to-end capacity planning, workflow design, and go-live execution standing up a fully operational customer service function from the ground up.
- Launched Prime Now CS 7 days ahead of May 2018 deadline through end-to-end capacity planning, workflow design, and go-live execution, establishing a fully operational customer service function from the ground up.
- Achieved 20% productivity uplift and reduced average handle time from 7.0 to 5.5 minutes by redesigning core workflows, rebuilding performance tracking framework, and conducting agent-level coaching.
Team Lead - Operations (APAC)
Amazon Development Center
09.2016 - 08.2017
- Cleared a backlog of over 3,300 emails in 60 days, recovering SLA adherence by 38%, and restoring APAC queue stability through systematic triaging, reprioritizing, and rebuilding the team’s daily processing rhythm.
- Reclaimed 4 daily man-hours and 0.5 FTE capacity for a 350-headcount team by pioneering macro-powered shrinkage management dashboards in Advanced Excel, automating daily manual processes.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team, which helped in tracking progress toward set targets effectively.
Customer Service Associate / Resolution Specialist
Amazon Development Center
12.2014 - 09.2016
- Pioneered a Kaizen initiative after identifying a repeating contact pattern eliminating 88,000 redundant contacts and generating $65K in cost savings by systematically redesigning the resolution workflow from the ground up.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Software Engineer - PHP Developer
ESP Infoway Private Limited
03.2013 - 04.2014
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
Education
MSc - Software Engineering
Sri Krishna College of Engineering and Technology
Coimbatore, Tamil Nadu01.2013
Skills
Capacity forecasting
Stakeholder needs assessment
Data analysis
KPI tracking
Business intelligence tools
SQL skills
Tableau skills
Proficient in Agile practices
Stakeholder management
Workflow optimization
User experience testing
Project management
Team collaboration
Strategic issue analysis
Project management
Project management with Asana
Timeline
Senior Business Analyst - Workforce Strategy & Capacity Planning
Amazon Development Center
08.2020 - 03.2026
Team Manager - Operations (Digital & Devices | Prime Now)
Amazon Development Center
09.2017 - 08.2020
Team Lead - Operations (APAC)
Amazon Development Center
09.2016 - 08.2017
Customer Service Associate / Resolution Specialist
Amazon Development Center
12.2014 - 09.2016
Software Engineer - PHP Developer
ESP Infoway Private Limited
03.2013 - 04.2014
MSc - Software Engineering
Sri Krishna College of Engineering and Technology