Daniel Shushanth
Process improvement professional.
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About
Operations and customer experience professional with 5+ years of experience driving process efficiency, stakeholder coordination, and customer operations excellence across e-commerce and insurance domains. MBA graduate from Indian Institute of Technology Kharagpur skilled in KPI management, workflow optimization, compliance validation, and data-driven problem solving.
Experience
Customer Service Associate at Amazon development center Ltd (2021-01 – 2025-12)
- Resolved high-volume customer escalations related to orders, payments, and logistics, contributing to a 20% reduction in repeat customer contacts and improved customer satisfaction metrics.
- Consistently exceeded operational KPIs including Average Handle Time (AHT), productivity, and quality assurance standards in a fast-paced service environment.
- Served as a Subject Matter Expert (SME) for onboarding and mentoring new associates on compliance, call quality, SOP adherence, and customer handling excellence.
Senior executive at Edelweiss tokio life insurance Ltd (2019-01 – 2020-12)
- Analyzed and validated customer applications to ensure regulatory compliance and underwriting accuracy.
- Partnered with cross-functional stakeholders to streamline underwriting workflows, improving operational efficiency by 4% and reducing manual touchpoints by 20%.
- Contributed to operational risk reduction through detailed verification and quality control processes
Education
Masters in Business Administration in Business Administration – VGSOM, Indian Institute of Technology, Kharagpur (2019-06)
B.Tech in Civil Engineering – Gayatri Vidya Parishad College Of Engineering (2016-06)
