VINOTHINI S
Chennai,TN
Summary
Accomplished Operations Manager with 8+ years of experience leading global retail catalog management and customer service operations across India, North America region, Europe Region and Far east region. Recognized for driving process automation, operational excellence, and team development, resulting in measurable improvements in SLA compliance, escalation reduction, and workforce productivity. Adept at leveraging data-driven insights to optimize workflows, enhance catalog accuracy, and improve customer experience. Proven track record of delivering high-impact projects, mentoring large teams, and building strong cross-functional stakeholder relationships to achieve strategic business objectives. Award-winning leader with a focus on continuous improvement, risk mitigation, and operational governance.
Overview
9
9
years of professional experience
Work History
Manager I – Retail Catalog Customer Operations
Amazon Development Centre
09.2022 - Current
- Led a 15–20 member product catalog operations team, achieving 100% SLA/TAT compliance, boosting productivity, quality, and career development outcomes.
- Enhanced catalog accuracy and reduced escalations through data-driven process improvements and workflow automation, increasing operational reliability.
- Resolved customer-facing catalog issues across 5K ASINs in collaboration with the business, product developers, and tech design team, delivering a successful $23M sale in influencer collaboration.
- Designed and implemented the Skill Enhancement and Employee Development (SEED) Program, upskilling 421 professionals via more than 8 facilitator-led sessions and more than 3 technical modules.
- Spearheaded three upstream defect elimination projects in the last six months, eliminating customer-facing title and product detail defects created during ASIN creation. This initiative reduced 1,890 manual hours and earned accolades, including a Star Performer award.
- Strengthened global stakeholder relationships across India, the UK, China, Canada, and North America, aligning cross-functional teams to resolve complex operational challenges.
- Led cross-functional teams to enhance operational efficiency and drive project completion.
- Developed and implemented strategic initiatives to improve customer satisfaction and service delivery.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Team Manager – Customer Service Operations
Amazon Development Centre
09.2020 - 08.2022
- Led 25+ customer service associates, achieving a 98.86% Positive Response Rate (PRR and RAP), and maintaining an AHT of 6.87 minutes (target 8.71 minutes).
- Implemented process enhancements that reduced transfer rates from 18% to 9%, and parking rates from 32% to 15%, exceeding operational goals.
- Delivered 92% First Contact Resolution (FCR), surpassing targets by 12%, and strengthening customer satisfaction.
- Orchestrated a tier competitor retention strategy, safeguarding loyalty, and increasing long-term engagement.
- Developed and implemented training programs for new team members, fostering skill development and team cohesion.
- Led cross-functional teams to optimize operational workflows and enhance process efficiency.
- Analyzed performance metrics to identify areas for improvement and streamline operations across multiple departments.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Team Lead – Customer Service Operations
Amazon Development Centre
03.2019 - 08.2020
- Managed a 20–25 member associate team, maintaining daily performance, adherence to KPIs, and service quality standards.
- Developed performance dashboards and analytical reports, identifying process gaps that improved operational efficiency by 10% to 15%.
- Facilitated targeted training sessions on process knowledge and communication, resulting in a 12% reduction in errors, and enhanced customer interactions.
- Anticipated customer needs and implemented proactive solutions, reducing repeat queries, and improving satisfaction scores.
- Maintained strong international client communication, enhancing cross-border service delivery, and operational collaboration.
- Collaborated with cross-functional teams to resolve customer-impacting issues, improving escalation turnaround times, and service reliability.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Analyzed performance metrics to identify areas for improvement and increase productivity.
Associate – Customer Service
Amazon Development Centre
05.2017 - 02.2019
- Provided real-time customer support via chat for North American customers.
- Resolved customer issues related to orders, payments, deliveries, refunds, replacements, and account concerns.
- Handled multiple chat interactions simultaneously upto 100 chats per day, while maintaining accuracy and service quality.
- Followed documented SOPs, and used internal systems to investigate and resolve customer queries.
- Ensured high CSAT through clear communication, empathy, and effective problem-solving.
- Met and exceeded key performance metrics, including AHT, quality scores, productivity, and First Contact Resolution.
- Maintained strict adherence to SLAs, data privacy, and compliance guidelines.
- Escalated complex cases when required, and provided complete case documentation for seamless resolution.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Surya Engineering College
Erode, TN01.2017
High School Diploma -
Kongu Polytechnic College
Perundurai, India05-2010
Skills
- Demand forecasting expertise
- Budget optimization methods
- Microsoft Excel(Advanced) SQL Power BI
- Operational compliance
- Stakeholder Collaboration
- Customer Experience Enhancement
- Change Management
- Workflow automation
- Team Leadership and Development
- Risk Mitigation Techniques
- SLA/TAT Compliance
- Lean & Six Sigma (Basics)
- Catalog operations management
- Data analysis
- Process improvement
- Strategic planning
Accomplishments
- Walk the Store (WTS) Pilot: Identified 14 complex catalog data defects and presented a scalable resolution roadmap to ASCS Director, strengthening operational excellence.
- Operational Metrics Dashboard: Streamlined weekly business reviews, improving KPI visibility and workflow efficiency, saving 102 SME hours per week and delivering $6M in annual cost savings.
- Automation & Risk Mitigation: Implemented scripts and self-service tools, reducing triage SLA from 15 to 7 days and eliminating 260+ aged SIMs within 3 weeks.
- Customer Transfers: Reduced invalid transfers by 35% in 6 months through optimized call routing, RCA, and fraud prevention alignment.
- DART Utilization Rate: Brought down from 11% to 4% in 2 months via schedule optimization and workforce planning.
Awards & Recognition
Best Manager Q4 2020, Best Mentor Q2/Q4 2019, Best Team Manager (2021), Outstanding DART Award (2019), Best Resolution Specialist (2019), Best CS Associate (2017), multiple Best Performer Awards (2017–2018)
Timeline
Manager I – Retail Catalog Customer Operations
Amazon Development Centre
09.2022 - Current
Team Manager – Customer Service Operations
Amazon Development Centre
09.2020 - 08.2022
Team Lead – Customer Service Operations
Amazon Development Centre
03.2019 - 08.2020
Associate – Customer Service
Amazon Development Centre
05.2017 - 02.2019
Bachelor of Science - Electrical, Electronics And Communications Engineering
Surya Engineering College
High School Diploma -
Kongu Polytechnic College