ANAND THAWAIT

Project Manager

Bengaluru, Karnataka, India7 yrs experience

Highly Stable

Key Highlights

Led high-performing teams in fast-paced environments.
Achieved 99.5% SLA compliance through process optimization.
Implemented data-driven strategies to enhance customer experience.

Stackforce AI infers this person is a Project Management professional in E-Commerce and SaaS industries.

Contact

Skills

Core Skills

Project ManagementOperations ManagementCustomer Relationship ManagementCustomer ExperienceCustomer SupportTechnical SupportBusiness DevelopmentSales

Other Skills

Technical Project ManagementProject Management TrainingProject DirectionCustomer EngagementAgile & Waterfall MethodologiesService OperationsSix Sigma Green BeltLean ManagementProgram DeliveryTeam Leadership & MentoringStakeholder ManagementPerformance Monitoring & ReportingCSAT / NPS ManagementCross-functional Team LeadershipClient Relationship Management

About

Operations and Project Management professional with experience leading high-performing teams in fast-paced, high-volume environments. Currently a Project Team Manager at Amazon, I own end-to-end execution across operations, focusing on process optimization, compliance, and consistent delivery against stringent performance metrics. My career progression has been built on moving from frontline execution and people leadership to broader project and program-level ownership at scale. I leverage data-driven insights and cross-functional collaboration to improve efficiency, resolve bottlenecks, and enhance customer experience. With an MBA in Marketing from NMIMS and a foundation in Mechanical Engineering, I bring a structured, analytical approach to problem-solving, execution, and stakeholder alignment. Skilled in Agile delivery, Lean process improvement, and performance governance, I am passionate about building scalable processes, developing strong teams, and driving sustainable outcomes. Open to opportunities in Operations, Program, and Project Management roles.

Experience

7 yrs

Total Experience

2 yrs 11 mos

Average Tenure

1 yr 2 mos

Current Experience

Amazon

Project Team Manager EMEA/NAMER

Apr 2025 – Present · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

Led a high-performing project team of 9 members in a fast-paced environment, ensuring consistent workflow execution and achievement of key performance metrics
Drove operational excellence by monitoring KPIs, resolving process bottlenecks, and maintaining 99.5% internal SLA compliance
Coached and developed team members to improve performance, strengthen accountability, and foster a culture of continuous improvement and safety
Partnered cross-functionally to implement process enhancements aligned with customer-first principles and operational objectives
Leveraged data-driven insights to support decision-making and enhance overall customer experience

Technical Project ManagementProject Management TrainingProject DirectionCustomer EngagementAgile & Waterfall MethodologiesService Operations+4

Tsi

Team Leader

May 2024 – Apr 2025 · 11 mos · Bengaluru, Karnataka, India · On-site

Led and developed a 15+ member operations team, driving productivity, accountability, and consistent service delivery outcomes
Owned end-to-end workflow execution, ensuring 98.5% SLA compliance in a high-volume, client-facing environment
Served as the primary point of contact for key clients, strengthening relationships and improving service quality
Tracked and analyzed KPIs (CSAT, NPS, FTR) to identify gaps and drive data-backed performance improvements
Implemented process and workflow enhancements that reduced turnaround time by 25% and improved efficiency
Collaborated cross-functionally to resolve risks, address service gaps, and enhance overall customer experience

Project ManagementOperations ManagementProgram DeliveryTeam Leadership & MentoringStakeholder ManagementPerformance Monitoring & Reporting+9

Think & learn

4 roles

Team Leader

May 2022 – Dec 2022 · 7 mos

Led and motivated a 110+ member operations team, driving customer experience excellence and consistent achievement of performance targets
Implemented structured performance improvement plans and training programs, improving productivity, accountability, and service quality
Designed and scaled workflow and resource optimization frameworks, reducing inefficiencies and operational bottlenecks
Monitored real-time performance using CSAT, DSAT, and productivity metrics, strengthening SLA adherence and escalation management
Partnered cross-functionally to drive process reengineering, automation, and agile task execution, improving efficiency and responsiveness

Problem SolvingPerformance OrientedCustomer ExperienceStrategic ConsultingKey Client RelationshipsQuality Control+17

Asst. Manager – CRM

Promoted

Jan 2022 – May 2024 · 2 yrs 4 mos

Led and managed a 30-member CRM team, driving customer retention (improvements up to 65%), engagement, and revenue growth across high-volume programs (₹3Cr+)
Owned CRM strategy and execution with a focus on retention, churn reduction, and customer lifetime value (CLV)
Implemented CRM tools including Salesforce and LeadSquared to automate and streamline workflows, improve data management, and enhance campaign effectiveness
Designed and executed upsell and cross-sell initiatives, increasing customer loyalty and incremental revenue
Monitored and analyzed KPIs (CLV, CSAT, churn) to drive data-backed improvements; recognized as a top performer for 8 consecutive months
Partnered cross-functionally with sales, marketing, and product teams to align CRM initiatives with broader business objectives

Performance ImprovementAgile WorkflowProject ManagementProduct ManagementTeam ManagementCross-functional Team Leadership+15

Product Specialist

Promoted

Oct 2019 – Apr 2022 · 2 yrs 6 mos

Delivered technical support and troubleshooting to ensure seamless product functionality, high customer satisfaction, and 98% SLA compliance
Led end-to-end customer onboarding, configuration, and product walkthroughs, improving adoption and reducing post-sale issues
Implemented service automation and structured escalation management, reducing response times and minimizing downtime
Partnered with product and engineering teams to resolve recurring issues, enhance usability, and improve overall customer experience

Service Request ManagementPerformance OrientedCustomer ExperienceService-Level Agreements (SLA)Quality ControlSalesforce.com+11

Business Development Associate

May 2019 – Sep 2019 · 4 mos

Drove lead generation and client acquisition, managing the end-to-end sales cycle from prospecting and pitching to deal closure and post-sale follow-ups; achieved ₹5L in revenue on a bi-weekly revenue
Leveraged CRM systems and sales automation to track leads, analyze customer data, and improve conversion rates and revenue performance; executed high-volume cold calling campaigns
Partnered with marketing and product teams to execute targeted outreach strategies, expand the customer base, and build long-term client relationships

Performance OrientedStrategic ConsultingProduct KnowledgeClient RelationsSalesforce.comMicrosoft Office+3