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.