MANAGER - GLOBAL TRANSFER SERVICES
Amazon.com
Total years of experience :15 years, 10 Months
Executes operations strategy, interprets metrics,
diagnoses underlying issues, defines solutions, drives
project deliverables and operational efficiencies.
• Leading and developing team of Transfer Specialists,
provide overall direction, performance
management, coordination and evaluation of
team.
• Actively driving continuous improvement culture
through KAIZEN and LEAN projects.
• Identifying and eliminating barriers to accuracy,
productivity, and quality.
• Meeting/exceeding performance goals and
objectives in line with Organization wide vision and
goals.
• Managing additional responsibilities which include
interviewing, training and motivating employees;
planning, assigning and directing work; rewarding
and disciplining employees; and effective conflict
resolution.
• Coordinates and works on policy communications
with Team and become primary information source
Exceeded quality and productivity goals throughout
tenure.
• Identified multiple process level gaps to invent and
simplify.
• Drive process improvements for new projects
launched and developed for different functions in
GENPACT
• Managing underperformance and Focusing on slow
learners, and providing appropriate support to equip
them with required skills to perform their role
• Encouraging creativity, risk-taking, and continuous
improvement
• Coordinating with internal and external clients as
and when necessary
• Developing strategy, and executing plan for team
to reach its goal • Excelled in Client management, service levels,
internal and external stake holder management &
process improvement
• Consistent performer throughout tenure as Assistant
manager.
• Improved Teams RPD and CSAT by 15%, and 7% in
span of 6 months.
• Successfully worked on bottom quartile
management project with 40% reduction in BQ
performers across function.
• Created SOP for incident management.
• Worked on hire and develop best in team, 6
associates have been groomed and promoted to
next level.
Worked for one of leading voice over internet
protocol telephone service in US, providing solutions
for customers facing issues with their telephone and
internet services.
• Analyzed issues to identify troubleshooting methods
needed for quick remediation.
• Attending customer's queries and resolving all their
telephone service and internet related issues
• Working with different third-party service providers
and getting issues fixed post which our service
provider telephone issues rectified
• Conducting Huddles in presence of team leader to
discuss process updates and/ team efficiency
• Maintaining issue tracker and circulate updates
within team to deliver world class support to
customers
• Taking ownership of issue and creating trouble ticket
if issue needs to be fixed by advance level support.
MBA: Production Management