Gidiyon Nayak

Operations, Internal Communications, Learning & Development, and Customer Success professional with 2.5+ years of experience at Amazon. Progressed from Customer Service Associate to Subject Matter Expert (SME) & Trainer through consistent performance and leadership. Trained 600–900+ associates across 46 training batches, created SOPs, knowledge articles, Quip pages, newsletters, and process documentation, coached associates on Performance Improvement Plans (PIP), and received Employee of the Month (4x) and Top Performer (7x).

Subject Matter Expert (SME) & Trainer - Amazon

(2024-04 - 2026-04)

• Trained and certified 600–900+ associates across 46 virtual onboarding and refresher batches.
• Delivered onboarding, policy, compliance, process, refresher, and soft-skills training.
• Conducted knowledge assessments and certified new hires before production.
• Created SOPs, Knowledge Articles, Quip Pages, newsletters, process updates, and email communications.
• Mentored associates on Performance Improvement Plans (PIP) through structured coaching.
• Prepared weekly PowerPoint performance reports and operational reports using Excel.
• Led Training on Demand initiative by developing micro-learning modules during a major tool rollout.
• Recognized as Employee of the Month (4x) and Top Performer (7x).

Customer Service Associate - Amazon

(2023-10 - 2024-04)

• Supported Amazon Business Retail International across voice, chat, and email.
• Handled 80–110 customer interactions daily.
• Maintained 90%+ Quality & CSAT.
• Supported customers across US, Canada, UK, Australia, Mexico, and India.

Safety & Administration Operations - Hotel Prayag Niwas

(2018-07 - 2019-03)

• Managed day-to-day administrative and operational activities.
• Maintained operational and incident records using Microsoft Office.
• Conducted security screening and coordinated incident reporting.
• Supported workplace safety, compliance, and cross-functional coordination.

Bachelor of Business Administration - Aviation Management - Bengaluru City University