Apr 2023 – Present · 3 yrs 1 mo

• I manage Non Tech end to end Hiring in Amazon. I involve in leadership hiring roles such as Team Manager, Group Manager, Operation Manager, HR Specialist, Sr.HR Specialist, Business Analyst, Process Excellence, Black Belt, Master Black Belt, Finance Manager Business Partnering roles etc. I'm also involved in HVH hiring.
• I also drive process improvement program within the team and executed number of process improvement which led to FTE savings.

Nov 2021 – Apr 2023 · 1 yr 5 mos

Sep 2018 – Nov 2021 · 3 yrs 2 mos

• Deep knowledge in one or more areas like Payroll and Employee Life Cycle, Benefits, Leave of Absence and time & attendance
• Successful career chronicle in partnering closely with numerous Amazon internal stakeholder teams globally (Time & Attendance Tech Teams, Time & Attendance Service Delivery/Operations & HR Specialists)
• Result-Oriented, Energetic & Quick-Witted Talent Acquisition Specialist with experience in ensuring consistent right talent hiring pipeline; bridges as a Strategic Business Partner to senior leadership engrossed on a broad-based and transformational aptitude agenda intended to recruit, develop and retain the unrivaled pioneering talent in the business
• Demonstrated excels in hiring close of 500 professionals for Customer Service Associate, Senior Associate, Process Lead, QA & Team Managers profile
• Considerably collaborated with stakeholders to enhance metrics like SLA, Non FCR Tickets, Pay Defects & Quick Link Usage %
• Showcasing & delivering world class customer service to HRBP’s, HR Administrators and FC Area Managers
• Supporting business needs for Amazon employees, monitoring volumes, ensuring SLA/quality is met at all times, addressing escalations & partnering with program managers for launch of new programs and maintain business as usual

Apr 2015 – Sep 2018 · 3 yrs 5 mos

• Prepare WBR, MBR & QBR reports.
• Drive performance and projects.
• Help the recruitment team in hiring.
• Serve as leaders and point of contact for any escalation calls.
• Manage and drive staffing plans, schedules, quality initiatives, process change initiatives and other kaizen initiatives as required.

Feb 2011 – Mar 2015 · 4 yrs 1 mo

• Responsibilities involved guiding the team in meeting the respective goals.
• Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction.
• Monitor real time service levels and schedule adherence.
• Set the vision, direction and culture of the team by managing individual and team performance, expectations and goals.

Feb 2010 – Feb 2011 · 1 yr

• Worked on multiple queues nearly 15 queues.
• Worked on new contacts and escalation contacts (customer’s write backs) as well.
• Provided resolution to corporate customers.
• Handled all the contacts related to gift cards.
• Provided resolution to Authors.
• Provided resolution to customer’s queries via Email regarding various processes and transactions.
• Contacting various carriers (shippers) on behalf of the customer for tracking related issues
• Liaison with different groups such as fulfillment centers, IT Dept within Amazon & CS outsources.

Jun 2009 – Feb 2010 · 8 mos

• ▪ Worked as a customer service representative for Amazon.com
• ▪ Was responsible for handling customer queries relevant to the orders placed on Amazon.com.
• ▪ Creating replacement orders, issuing refunds, change shipping options, cancellation of duplicate & valid orders and changing the payment options was a major part of day to day activity.

Sep 2008 – May 2009 · 8 mos

• ▪ Worked as a customer service representative for client Amazon.com
• ▪ Was responsible for handling customer queries relevant to the orders placed on Amazon.com.
• ▪ Creating replacement orders, issuing refunds, change shipping options, cancellation of duplicate & valid orders and changing the payment options was a major part of day to day activity.