HR Operations Specialist
Amazon Development Center India
Total years of experience :13 years, 3 Months
Employee contact handling: Take employee calls, cases and chats that are transferred to them by ERC Sr. Admins in a contact center environment.
• Escalations: Handle high-level complex escalations within the ERC US FC, Ops, and Corporate scope. Create guidelines, assign, monitor, support, and audit work of other Specialists to resolve highly-complex cases.
• Decision Making: Make high judgment recommendations in the absence of clear guidance.
• Project Management: Develop project plans, secure resources, and collaborate effectively across stakeholders and teams to define strategy, goals, and commitment to timelines and deliverables. Lead the execution of the communication and training strategy, coordination of activities, change management recommendations and development of materials.
• Data analysis: Use data to facilitate systemic changes. Present recommendations to improve the employee experience based on data and trend analysis.
Key accounts delivery on service and support requirements
Support the Business Team for Client requirements
Managing service delays and escalations With RCA
Coordinate with vendor support team for SOP update
Optimization of CSAT both with internal and external stakeholders
Regular connect with business leaders to communicate on daily operations and customer support requirements
Managing service operations for rendering and achieving quality services; leading the team and setting clear targets and objectives and communicating the same to team members
Working towards first time resolution and driving operations team’s productivity and quality; supervising the present work procedure used to resolve closure issues in bulk, as well as older issues
Managed a team of 12 members and administered the operations for multiple mortgage banking clients; achieved consistent promotions in the work profile and met all set targets & management expectations
MBA (Finance) from Osmania University, Hyderabad in 2005
B.Com. from Anwar-ul-uloom, Osmania University, Hyderabad in 2003