Sujata Choudhury

Experience

• 

  3rd Life

  Mar 2017 - Jun 2017

  Intern
• 

  Amazon

  May 2018 - now

  •Monitored business goals and worked with a team of Case Managers to deliver results, innovative solutions and review process improvement.•Maintained daily SLAs by managing work allocation for Case Managers in India and Costa Rica, training teams and vendors.•Interviewed 100+ candidates for case management roles in DLS.•Augmented HMD employee survey scores by identifying challenges and accommodating process changes that suit employee needs.•Executed performance-based recognition to reward positive customer experience and performance excellence•Worked as POC for engagement in the DLS org, participated in planning of budget, activities and created and managed a team to drive the activities.•Partnered in development and implementation of training programs for New Hire Orientation.•Steered efforts in managing the performance of a customer-facing team of 20+ associates for metrics, compliance, and productivity Show less • Worked on multiple leave types – Standalone, Leave as an accommodation, State Leaves and Short-term disability.• Served as a point of contact for assigned employees to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by Amazon Corporate.• Facilitated a smooth return to work for employees returning to the workplace.• Educated managers and business partners on employee concerns and needs prior to being off or returning to work• Scheduled refresher sessions to enable efficiency and productivity improvement of new hires.• Addressed executive escalations by investigating cases, addressing customer concerns and educating customer regarding leave policies. Show less • Managed performance of a customer facing team of 20+ associates for metrics, compliance and productivity.• Improved positive response rate of customer feedback surveys from 88% to 94% by identifying and controlling negative response drivers with highest impact.• Reduced attrition from 65% to 34% in a period of 1year by monitoring early warning signs, classifying attrition reasons and publishing retention stories.• Consolidated customer impacting attributes for weekly business reviews.• Minimized parked% for Message Us skill from 45% to 22% contacts by identifying process gaps, repeated defaulters and introducing coaching mechanisms.• Mentored new managers as an onboarding buddy to expedite the learning curve. Show less

  • HR Specialist Manager – Disability and Leave Services

    Aug 2021 - now

  • Human Resources Specialist

    Feb 2020 - Jul 2021

  • Team Manager- CS Operations

    May 2018 - Feb 2020