Jun 2016 – Jul 2018 · 2 yrs 1 mo · Gurgaon, India

• Led service delivery and operations for Amazon's retail and digital business across product lines and support channels such as Audible, Kindle, Amazon Music etc.

Jun 2014 – Jun 2016 · 2 yrs · Chennai, India · On-site

• At Amazon's Retail Business, I managed the implementation and auditing of global pricing
• strategies, aligning them with core principles of largest selection, lowest prices, and fastest
• delivery. My team contributed to the profitable growth by providing precise pricing strategies,
• lowering prices, highlighting selection gaps, and managing catalogs. We collaborated with
• vendors to rectify supply chain issues, influencing customer buying decisions positively, which
• directly affected Amazon's profitability and revenue.
• Competitor Discovery: responsible for discovering competitors and mapping them to
• Amazon's selection based on overlap and price parity, our team's mappings were utilized to
• build systems providing real-time price suggestions on the corresponding selection.
• Pricing quality and Risk Management: managing pricing quality and risk, overseeing the
• accuracy of millions of daily price changes worldwide. We conducted audits, approved final
• product prices, evaluated competitors, and advised on pricing configurations based on price
• competitiveness, traffic, market segment share, mapping metrics, pricing drivers and cost
• impact. The team also audited customer feedback on pricing defects received through various
• platforms, swiftly analyzing and rectifying these with feedback to relevant teams
• Consumer Benchmarking: conducted pricing analysis for all Amazon markets, identifying
• process gaps and advising retail and technology teams. Our analysis, crucial for enhancing
• Amazon's competitiveness, also aided public relations and legal responses to media inquiries
• on unfavorable industry benchmarks
• Competitor Landscape Audit: program managed the pricing configuration and competitor
• landscape for Amazon worldwide, enabling retail teams to make informed decisions on price
• matching, monitor new competitors, and assess cost impact through pricing simulations.

Dec 2012 – May 2014 · 1 yr 5 mos · Gurgaon, India

• Software support, operations management, client servicing, performance management, client relationship Management, account management, training and quality management.

May 2010 – Dec 2012 · 2 yrs 7 mos · Chandigarh Area, India

• New business setup, operations management (online sales and services setup) for a technical support client and a travel portal, performance management, service delivery, vendor management, quality and training management, process excellence, process compliance audit, improve revenue and service billing.

Jun 2009 – May 2010 · 11 mos · Noida Area, India

• Lead and monitor a team of 48 engineers and 4 technical leads assisting Cisco’s enterprise customers (Cisco TAC) on Routing Protocol, LAN Switching and NMS Technologies.
• Manage customer satisfaction metrics such as CSAT, FCR, RPC with >95% satisfaction rate.
• Client management through daily/weekly meetings to discuss the on-going performance and tweak the business objectives as per client’s requirement.
• Lead the advanced certification program and was able to certify 90% of my team on CCNP with 4 CCIE engineers.
• Successfully coordinated the content and delivery to team members for J.D. Power Audit.
• Designed a new communication and quality audit form in collaboration with global quality assurance team oriented to identify and minimize customer impact and enhance customer satisfaction.

May 2005 – Jun 2009 · 4 yrs 1 mo · Chandigarh Area, India

• Team Manager
• Leading & monitoring the performance of 18 resolution experts to ensure efficiency in operations.
• Ensuring complete employee satisfaction in terms of training needs, process knowledge, business compliance and code of conduct.
• Partnering with process excellence team to analyze service delivery patterns, identify gaps for course corrections & provide effective coaching & feedback to direct reports.
• Technical Coach
• Conduct trainings and tracking daily performance of the teams in Transition Queue.
• Conducting effective 1x1s with agents to identify their training needs and to address any concerns related to their day to day functions at work.
• Leading New Hire Orientation process, so as to make the new joiners feel comfortable & relaxed in the new atmosphere.
• Technical Expert
• Providing real time technical support to a team of resolution experts diagnosing, troubleshooting, and repairing computer systems, software systems and related applications.
• Conduct technical and compliance related trainings for my team depending upon their individual training needs.
• Auditing calls and providing feedback to associates on technical aspects of the call.

Oct 2003 – May 2005 · 1 yr 7 mos · Gurgaon, India · On-site

• Job involved taking inbound calls and resolving technical issues relating to the product.
• Mentoring new team members and helping them scale up to the requirements of the process.
• Providing timely downloads to the team on various changes and developments in the process.