A Seasoned professional with extensive experience in Operations and Support domain. An active team player with a positive approach towards solving problems, expertise in handling escalations and efficiently managing stakeholder requirements.
E - Commerce
B.Tech (Applied Electronics and Instrumentation), Krupajal Engineering College, Biju Patnaik University of Technology, Odisha.
Awarded Best Resolution Specialist for the SDS peak of 2018.
Awarded Star Performer for the month of July 2018.
Awarded Best Senior Associate during the CS peak of 2015.
RS Program Support, SDS – Worked on a 3-member team, each working for a different skill. Had the privilege to closely work with Program Team. The project was designed to bridge ‘Operations’, ‘Support Functions’ and ‘Program’ teams. Focused on a smooth flow of information between teams and continuous process improvement cycle.
ATS SPOCS, CS – Worked on a pilot project for setting up a team that bridges the gap between consumer CS and Amazon Transportation Services).
Contributed to the process by focusing on waste elimination and by giving Continues Process Improvement Ideas (CPI).
Trained associates and new resolution specialists on board.
Participated in Gemba walks organized by the leadership, and conducted daily team huddles.
Was responsible for improving the performance of the team on all key deliverables through quality support and coaching.
Conducted regular Quality Audits for aligned associates.
Provided timely, well documented, specific & action plan-oriented coaching & corrective guidance on all quality metrics with a focus on building self-sufficiency and accountability in the team.
Coordinated with different stakeholders for different operational deviations.
Served as the first resolution point for associates, provided accurate and timely resolution and assisted associates in diagnosing operational, system and process-related challenges.
Managed multiple queues and tickets based on priorities and Service levels.
Handled operational escalations from multiple stakeholders including Delivery Partners, Delivery Stations and Program Team.