Customer Service Team Manager
Amazon
Bengaluru
04.2024 - Current
- Led a team of 20-25 CSAs, focusing on their performance management, development and evaluation
- Implemented strategies that significantly boosted customer satisfaction measurable through various standardized company metrics
- Led continuous improvement initiatives through 'kaizen' and lean projects, enhancing accuracy, productivity, and overseeing process improvement, quality assurance, and resource allocation as operations Managers' second-in-command, executing their duties as necessary.
- Managed supervisory responsibilities for the team that aligned with policies, including recruitment, training, and conflict resolution along with management of their well being.
