Saisrikanth Panidepu

Experience

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  AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED

  Jul 2014 - Dec 2022

  Amazon IN Regulatory Escalations and Grievance(IN REG) operated with a HC of 28 CSAs (28 L2s); Two TMs, One GrpM, One OPS Manager. These teams work on 19 different skills which are peculiar and support as final point of escalation for their businesses in Amazon.in Operating unit. The team actively works on Escalations received from various stakeholders and escalation mechanisms to resolve the customers concerns/issues by working with the necessary individual vendors/stakeholders within SLA. In absence of standardized process for CX India and manual dependencies, one conversion cycle consumes 37.50 FTE Man Hours and 1017.5 CSA Man-hours with a turn-around time (TAT) of 41 days. In 2019, ~50% of L2 CSA’s hired on FTC basis (5150 headcount), leading to 20 conversion cycles across 5 CS India Sites (5 B&M and 1 VCS) resulting into conversion cost of ~124KUSD/annum based on man-hour costs.The team received TOY YODA Award for the process improvement for Q1 2020 SWAT Team was formed in Q1 2019. The Scope of the project was to create a Versatile team to efficiently handle two different Operating Units in all the contact Mediums (Chats, MessageUs, Phones and Emails) Primarily supporting Amazon.com, Amazon.co.uk customers during the times of SLA risk without impacting the quality and productivity.

  • Operations Program Manager - Amazon.AU & Amazon.SG

    Dec 2021 - Dec 2022

  • Manager - Amazon.in India Regulatory Escalations

    Dec 2019 - Dec 2021

  • Amazon India Transition Manager

    Jun 2019 - Dec 2019

  • SWAT Manager

    Jan 2019 - Jun 2019

  • Team Manager - Amazon.in MessageUs(Pilot Team)

    Jan 2018 - Dec 2018

  • Team Manager - Amazon.in Mobile Returns

    Jun 2017 - Jan 2018

  • Team Lead

    Jun 2016 - May 2017

  • Data Analyst/Subject Matter Expert

    Jul 2014 - Jun 2016
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  Amazon

  Feb 2024 - now

  Program Manager II