Oct 2021 – Jul 2022 · 9 mos · Gurugram, Haryana, India

Apr 2021 – Sep 2021 · 5 mos

• Experience defining and executing against program requirements. Proven track record implementing quality programs with spirit of continuous improvement. Comfortable working with data and developing insights from it, experience establishing and tracking program metrics, and experience with experimental design.
• Interacting with internal and external stakeholders at multiple levels and dynamically define and deliver solutions to establish standard processes. Manages the lifecycle of complex initiatives. Lifecycle extends from idea to design, to justification and approval, to build and launch, to the continued innovation of the process, to eventual migration to newer solutions and deprecation of older ones.

Oct 2020 – Apr 2021 · 6 mos

• People Management (leadership, stakeholder management, team management, floor control and retention).
• Formulate, implement, track career path & individual development plans of each member in the team.
• Metrics management through regular reviews and delivering specific metric goals against targets.
• Mentor and guide Associates, Sr. Associates and SMEs to manage quality and improve process efficiency.
• Manage the team and ensure high service delivery and execution.
• WW HC analysis QoQ/YoY based on allocation. HC utilization optimization based on program’s performance and scope.

Oct 2017 – Sep 2020 · 2 yrs 11 mos

• Along with Subject Matter Expert responsibilities, since Jan’19, working as Acting Pseudo Manager, managing a strength of 7 people. The responsibilities range from preparing Individual development plan, scorecards, team goals and individual goals, conducting 1x1s and ensuring the employee is on track as per the career preferences and skill set.
• Responsible for productivity, quality, and coverage metrics goals. Executes important tasks/activities independently. Identifies day-to-day operational problems and suggests tactical solutions. Analyzes data and is responsible for highlighting gaps, recommending solutions, driving/influencing inter-function decisions. Establishes key reporting/MIS for functional area and provides reports to senior management/ stakeholders at process level.
• Drives continuous improvement and contributes to COE (Correction of Error) process by documenting any issues/RCAs/action planning in functional area and owns specific action or change. Identifies gaps and drives improvement/ optimization initiatives that work toward a metric improvement within processes/functions at site level. Demonstrates the ability to dive deep into a problem, performs ‘root cause analysis,’ and identifies constraints to recommend a solution
• Interacts with multiple stakeholders to communicate on operations and represents data/metrics information and project reviews. Responsible for pre-scoped external/internal communication, i.e., recurring updates, blurbs, and reports. Represents data and communicates effectively to handle escalations; influences decision
• Mentoring people and Identify and relate the area for improvement to the Amazon Leadership Principles required for the next level.

Apr 2016 – Sep 2017 · 1 yr 5 mos

• Leveraged / demonstrated expertise in handling end-to-end processes and related tools to identify operational issues.
• Trained new hires on process tasks and provided feedback to the training team to customize training modules.
• Performed audits and quality checks of tasks completed by junior associates and reported quality metrics. Created standard defined reports.
• Contributed to root cause analysis in escalation management. Created and updated SOP/flow of processes. Demonstrated the ability to handle small-scale process-improvement projects.
• Communicated to external stakeholders on pre-defined guidelines with data and resolved issues with reduced guidance. Communicated the problem statement with data on operational processes for internal and external stakeholders.

Oct 2015 – Mar 2016 · 5 mos

• Followed pre-defined processes, guidelines and SOPs to perform quality checks with high levels of accuracy within the prescribed TAT.
• Ability to make logical decisions even when information is ambiguous. Thoroughly checked product details to ensure accuracy and completeness of data. Analyzed data and identified new trends and patterns.
• Identified areas of process improvements and reduction in non-productive tasks to adhere uncompromised customer-centric approach, innovate and build best practices.

Jan 2014 – Sep 2015 · 1 yr 8 mos

• Under general supervision, performed variety of tasks in populating / procuring content for the product catalogs on the Amazon’s German/French Web Site.
• Duties included, content creation, population of content from various sources (including research on the internet), interacting / coordinating with vendor / manufacturers, identifying and correcting errors / complaints, maintaining records of work received and work performed etc.

Dec 2010 – Dec 2013 · 3 yrs · Noida, NCR, Delhi

Aug 2010 – Nov 2010 · 3 mos · Indira Gandhi International Airport, Delhi