Vinodh L

I'm a well-trained manager in customer service industry, carrying 12+ years of experience in e-commerce domain. My interests are finding solutions for the customers to move the focus from customer service to customer obsession. I always look at streamlining the existing processes or initiating new processes to make life easier for the customers and customer service associates.

• Leading a team of Machine learning associates who are instrumental is assisting the JWOT technology
• Demonstrated effective leadership at Amazon by overseeing a team in the high-visibility Amazon GO division, consistently achieving and surpassing operational metrics.
• Utilized a thorough "dive deep" approach to identify areas for improvement, collaborating with cross-functional teams and stakeholders to identify opportunities and enhance overall business
• performance.
• Monitored system performance in Amazon GO stores, identifying weaknesses and facilitating discussions with stakeholders to formulate actionable plans.
• Carried out supervisory responsibilities in accordance with the organization policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Lead and developed junior managers, responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill
• Have been instrumental in Identifying customer impacting issues and implementing solutions and process improvements to increase customer satisfaction rate
• Assisted in developing and implementing training programs to improve the quality and productivity of the team
• Driven process improvements to enhance the operational efficiency of the site
• · Built relationship with Cross functional teams to enable skill/ team performance and improve customer experience
• Lead and drive the continuous improvement culture through ‘Gemba'
• As a Mentor, act as a resource to junior managers and expedite their learning curve also devise action plan to develop and groom team leads into future Managers

• 1 times BEST team award winner in the calendar year 2023
• 4 times Best Team Manager award winner for the calendar year 2021 & 2023
• POC for one of key tech initiatives and owns the network business reviews
• Best team for the year 2013 holiday season - Groupon UK
• Played Integral part in Groupon's “ONE PLAY BOOK” project
• Active member in Groupon's customer templets project
• BEST TEAM, Q1, Q2 - 2015
• Part of Groupon's customer automations project which aims at bucketing tickets and trigger automation
• Awarded the title “Extra miller” for out of the box work related to client transition
• Best quality rep awards during the holiday season of