Operations Manager
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I have more than 16 years of work experience in Customer service, People management. I strongly believe in displaying ownership, performing dive deep and Bias for action.
I have handled various business market like USA, UK and IN.
I had joined Amazon as Team Manager; I was handling Resolution Specialist team – SME for United Kingdom and North America market. Have strong Bias for action, Ownership with delivery results. Had been awarded as employee of the year 2019.
In Oct 2019 moved as Holiday GRPM and successfully completed and became permanent GRPM effective 24th Aug. Currently handling Team Managers supporting UK and IN store. Team of L2’s, L3’s and L4s. Working on day to transactions, improving customer experience through metrics like RAP, CHT, CCXU, Escalations handled via all three medium- Phone, email and chat (MU).
Important contribution in AC3 incubation for DART. Capacity planning and reviewing service levels are met as per requirement
Joined Convergys as Team Manager, worked for Time Warner cable company, T-Mobile, EE phones. Got promoted as Senior Team Manager.
Joined Wipro as a customer service associate, working for Delta airlines – Domestic – US. After 1year and 4 months got promoted as Process trainer. Conducting Process Training for New hires and after 2 years became Training Head, I had 11 trainers reporting to me. Worked on designing training modules for process development and updated. Designed modules to develop content like Time Management, Personality Development, Interview skills. In Continuation started Handling Operations team as well.
