Aug 2023 – Apr 2024 · 8 mos · Bengaluru, Karnataka, India · On-site

• Provided comprehensive operational support to both UK and US teams within the Amazon Payments Gift Card
• division.
• Managed 12 distinct processes independently, ensuring adherence to stringent Service Level Agreements (SLAs)
• with a consistent achievement rate of 98%.
• Prepared and delivered Monthly Business Review (MBR) reports to senior management, highlighting key
• performance metrics, operational efficiencies, and areas for improvement.
• Spearheaded initiatives to optimize processes and enhance productivity, with a primary focus on reducing Keep
• the Lights On (KTLO) hours through strategic automation, standard operating procedure (SOP) enhancements,
• and other innovative methodologies.
• Collaborated closely with cross-functional teams to identify pain points, streamline workflows, and implement
• sustainable solutions for continuous process improvement.
• Acted as a subject matter expert, providing guidance and mentorship to team members, facilitating knowledge
• transfer, and fostering a culture of excellence and accountability.
• Demonstrated exceptional problem-solving skills, proactively addressing challenges and mitigating risks to
• ensure seamless operations and superior customer experience.

Feb 2022 – May 2023 · 1 yr 3 mos

• Led a high-performing team in daily operations, overseeing shrinkage planning, workflow management, and KPI
• development to ensure optimal performance and adherence to SLAs across all processes.
• Provided real-time support to third-party vendors, facilitating faster ticket resolution and enhancing process
• knowledge for improved operational efficiency.
• Spearheaded critical projects aimed at enhancing supplier success and experience on the platform, driving
• initiatives to streamline processes and increase supplier satisfaction.
• Developed and implemented key performance indicators (KPIs) to monitor and evaluate team performance,
• ensuring alignment with organizational objectives and service level agreements (SLAs).
• Conducted daily huddles to provide insights, discuss areas for improvement, and share process updates with team
• members, fostering a culture of continuous learning and improvement.
• Collaborated cross-functionally to identify opportunities for process enhancement and resolution of supplier
• escalations or queries, driving faster resolution and improved supplier satisfaction.
• Generated and delivered daily reports to management, highlighting operational metrics, performance trends, and
• actionable insights to drive strategic decision-making and process optimization.
• Successfully led and executed multiple projects aimed at enhancing supplier success and experience, resulting in
• improved satisfaction scores and increased supplier retention.

Apr 2020 – Feb 2022 · 1 yr 10 mos

• Successfully developed an Escalation Desk working closely with team lead, manager and other stake holders.
• Provided complete floor support to new and existing employees along with handling all kinds of escalations ( Social Media, CEO, Consumer Court, Legal Team ).
• Gained experience in preparing RCA and was able to work on 10+ RCA on a daily basis.
• Provided insights on suppliers pain points and major issues to management, working out and implementing solutions and process improvements to increase supplier satisfaction rate.
• Worked in other small projects like Price Dispute process implementation, Commission Invoice and GST explanation process setup, end to end process execution.

Oct 2018 – Apr 2020 · 1 yr 6 mos

• Handle supplier queries via emails and calls and ensure swift resolution.
• Ensure daily targets are met with 98% quality throughout

Dec 2017 – Oct 2018 · 10 mos · Bengaluru, Karnataka

• Worked on supplier queries received through tickets ( SUV ) and inbounds.
• Have over-achieved the monthly quality target of 95% for consecutive months.
• Gained experience of floor support and helped new batches to understand and solve all kinds of supplier queries faster.