Process Lead
Amazon Development Center
Total years of experience :5 years, 0 Months
Outline: Supporting multiple projects by overseeing daily operations, reporting metrics, identifying day-to-day operational issues and offering strategic solutions, establishing important KPIs for the functional area, and delivering comprehensive reports to top management and stakeholders To reduce operational expenses, identify gaps, and encourage improvement and optimization initiatives within the processes.
Key Achievements and Responsibilities:
• Implemented changes to the quality metric that allowed for more efficient tracking and monitoring of program performance, leading to a 10% reduction in processing time.
• Developed and implemented effective data collection techniques and automated reporting systems in collaboration with cross-functional teams, increasing process quality measurement accuracy by 20% and enhancing process efficiency overall.
• By collaborating with the ADS DE team to develop a dashboard for generating daily operational reports, we were able to streamline the process and increase productivity. This resulted in a 40-minute reduction in the time it took to create reports from an hour and a 0.6-HC daily savings.
• Managed operational processes and escalations while leading the deploy ment of technology solutions, process enhancements, and data-driven analysis to accomplish operational and business goals.
• Displayed a proactive approach to identifying metrics gaps and success and fully worked with stakeholders to suggest solutions, utilizing subject mat ter expertise and mentoring peers and less experienced team members.
• Maintained a track of weekly metrics and reported them for the respective program in Weekly Business Reviews.
• Developed dashboards for data visualization and improved SLAs by preparing multi-level escalation metrics.
Outline: Ensure that the program maintains the high quality standard (Defect 5%) by
reviewing the work of the operators, giving input on the faults found, and brainstorming on unclear situations that could help the SOP be refined. Carry out tactical communication with the internal stakeholders on various process-related issues, drive or suggest process improvements, and execute operational programs.
Key Achievements and Responsibilities:
• Implemented a solution to unify the generation of global volume metrics across the four OPTIMA sites, eradicating inconsistencies, improving data homogeneity, and conserving 2 hours per week of bandwidth for L4
managers and PL.
• Achieved standardization and efficiency in generating quality metrics for the Monthly volumes Dashboard by proposing an automated solution to extract overturn data, eliminating dependencies on process owners,
resulting in a substantial 4-hour monthly save in PL bandwidth.
• Improved the Goal Success Rate of Alexa shopping and offered insightful information through a variety of root cause analysis and failure pattern metrics, which assisted the ML specialists in optimizing Alexa's responses to client requests and increased customer experience metrics by a factor of 11%.
• Effectively managed databases for metrics visualization, preparing weekly and monthly business review reports while ensuring timely data extraction and metric report generation on a daily and weekly basis. Additionally,
she effectively handled work force management by delegating tasks and setting deadlines for the entire QA Team.
• Implemented an end-to-end audit workflow for processes by working with the SME and defining standard processes across different QA Locations.
Outline: Manage and process various types of data, including text and speech, using in-house tools and software to deliver accurate and high-quality labeled data, meeting key performance indicators (KPIs). Maintain strict confidentiality, promptly report issues with tools and software, and demonstrate ownership by providing valuable feedback to enhance existing tooling, resulting in increased data processing capacity and improved data quality. Key
Achievements and Responsibilities:
• Played a crucial role in improving Alexa natural language understanding (NLU), conducting extensive analysis on diverse data formats and pro viding valuable insights to the Development team, resulting in improved customer quality metrics and a positive business impact.
• Contributed significantly to team growth, scaling up from 6 to 130 associates, playing a key role in hiring, process setup, stakeholder communication, and developing SOPs to meet business needs, ultimately delivering exceptional results.
• I acted as a subject matter expert (SME) for the Root Cause Analysis team, leading analysis projects related to machine learning for ALEXA devices and effectively reporting issues with tools and software for prompt resolution.
• Assisted in onboarding and delivering results for over 50 individual pro jects, demonstrating organizational skills and creating standard operating procedures (SOPs) to streamline workflows.
• Successfully implemented established guidelines into daily work practices, ensuring efficient data processing prioritized by order of importance.