Y Srikant

Y Srikant

28 years

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
  • ...

... Functional Expertise

  • Operations

... Education

  • B.Tech (Applied Electronics and Instrumentation), Krupajal Engineering College, Biju Patnaik University of Technology, Odisha.

... Achievements

  • 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.  

... Certifications

  • 3 certifications in Amazon including: ACES (Amazon Customer Excellence System) Stage1, Adaptive Coaching, Conflict Resolution. 

...
Work Experience | 60 months

  • 60 Total Months
  • 60 Amazon

... Career Highlights

Leadership

  • 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.

Operations

  • 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.