Srikanth Reddy Palwai

Experience

• 

  Serco

  Jun 2011 - Jan 2016

  Senior Analyst
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  Cognizant

  Jan 2016 - Nov 2022

  Team Lead

  Job role includes updating the information on Google maps as per client requirement,analyzing the client data and technically supporting the application.• Taking training sessions to the team on the rolled out policies.• Building the knowledge base to the team and actively performing the tasks.• Supporting the team on various Evals and sharing inputs to the team.• Mentored lower performing team members to raise expected company metrics.• Trained new team members.• Assisted team manager in daily duties. Show less

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  Amazon

  Nov 2022 - now

  Team Manager

  Lead and manage a team and responsible for managing customer messages across Amazon North America and Amazon India Jaipur Site Develop and execute strategies to ensure timely and accurate response to customer inquiries and concerns. Partner with cross-functional teams including customer service, operations, and technology to develop and implement process improvements that drive quality and efficiency. Monitor and report on team performance metrics, including response time, resolution rate, and customer satisfaction. Develop and maintain strong relationships with internal and external stakeholders to ensure alignment of goals and objectives. Led employee relations through effective communication, coaching, training, and development. Administered weekly and monthly reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures. Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs Leading Virtual Employee Engagement, DEI and Employee Wellbeing at CSIndia level with innovative ideas leading to positive impact on connection scores for sitesManaged VCS RJ CS Retention program in 2023 which led to annualizedattrition of 28.3% against its goal of 46.2% saving52 attrition compared to theprevious year and generating an annual cost saving of $55M Show less