Harsha A.

Experience

• 

  Amazon

  Jun 2012 - now

  a. Led a high-performing team overseeing ECR Quality Audit, National Consumer Helpline (NCH), RBI Ombudsman, and Grievance Officer complaints, ensuring process compliance and exceptional customer service.b. Scaled ECR Legal operations from a 10-member team to an 18-member team across six sites, enhancing capacity to handle high-priority complaints efficiently.c. Managed a team of 38 L3 Associates, 5 L4 Specialists, and 5 Team Managers, driving performance and improving resolution processes across multiple complaint channels.d. Spearheaded the transition of NCH portal management, achieving significant cost savings and clearing 779 backlogged tickets, achieving full control of the process by February 2023.e. Streamlined escalation processes, reducing the Turnaround Time (TAT) for Grievance Officer complaints by 47.36% through improved workflows, leading to enhanced customer satisfaction and quicker resolutions.f. Implemented a robust Quality Assurance (QA) program, overseeing audits for critical metrics (ECR+2, ECR+5, STL, FCR, and Duplicate audits), resulting in a 4.22% reduction in ECR opportunities for repeats and a 3.05% decrease in duplicate opportunities.g. Successfully managed a surge in RBI complaints, achieving a 100% closure rate on CMS/CPGRAMS by 31 March 2024 with zero penalties, resolving over 52 complaints within a 3-day SLA and setting up a War Room for real-time support.h. Collaborated with cross-functional teams to address complex issues related to refunds, KYC documentation, and Amazon Pay Later dashboard updates, improving resolution efficiency and customer satisfaction.i. Reduced the SLA for paper cheque refunds from 24 business days to 4-6 business days by implementing a new SIM intake procedure and enhancing collaboration with the Payments team. Show less a. Successfully initiated and oversaw the launch of a internal pilot program, leading to its seamless transition into the new Org. This strategic move resulted in a commendable reduction in IN ECR volume.b. Collaborated closely with the Customer Escalations and Resolution team to optimize payments ECR escalations and ticketing adherence protocols, enhancing overall operational efficiency.c. Pioneered the establishment of the ECR Quality Audit team, playing a pivotal role in achieving a remarkable decrease in repeat contacts while concurrently enhancing First Contact Resolution rates.d. Spearheaded the piloting of multiple new vertical launches within the Executive Customer Relations domain, demonstrating a consistent commitment to innovation and growth.e. Served as the primary point of contact for RBI Nodal Officer, Grievance Officer, and Legal escalations received by Amazon India, showcasing strong stakeholder management and dispute resolution capabilities.f. Introduced continuous improvement initiatives and identified automation opportunities for redundant tasks, while maintaining effective communication with internal and external stakeholders through data-driven insights.g. Led the recruitment and development of a team of approximately 30+ resources, addressing training and coaching requirements through personalized associate development plans and comprehensive training modules.h. As a Customer Delight Ambassador, dedicated efforts to create distinctive experiences for customers who had encountered challenging situations, fostering customer trust and loyalty.i. Collaborated with global program teams to streamline various Standard Operating Procedures (SOPs) and implement mechanisms to prevent escalations from having multiple owners, resulting in reduced transfer rates. Show less a. Created a comprehensive ticketing dashboard and standardized SOPs to optimize escalation procedures, ensure SLA compliance, and establish robust governance protocols.b. Devised Excel-based dashboards for meticulous monitoring of escalated matters forwarded to business stakeholders.c. Successfully managed and resolved escalations from CEO, VP, and senior leadership, showcasing effective problem-solving and communication skills.d. Spearheaded the development of Standard Operating Procedures (SOPs) for multiple programs, enhancing operational consistency and efficiency. Show less a. Demonstrated progressive growth within roles, showcasing exceptional customer service and adept problem-solving skills.b. Excelled in providing digital customer support, showcasing adaptability across a spectrum of service channels.c. Proficiently conducted advanced technical troubleshooting for Kindle devices, addressing issues related to Kindle eBooks and associated applications on iOS, Android, Mac, and Windows platforms.d. Proactively identified and reported content-related discrepancies in eBooks and software issues across Kindle, Fire TV, and Amazon Echo devices, contributing to their prompt resolution. Show less a. Commenced professional journey with Amazon, focusing on honing foundational customer service skills.b. Proficiently addressed and resolved customer queries and issues, specifically pertaining to retail orders.c. Demonstrated expertise in navigating diverse Amazon country profiles, including Amazon.com, Amazon.ca, and Amazon.co.uk.d. Cultivated adept troubleshooting and communication skills to cater to customer needs from various international domains.e. Played a pivotal role in enhancing customer interactions and satisfaction. Show less

  • Executive Customer Relations - Ops Manager I

    Apr 2023 - now

  • Executive Customer Relations - Team Manager

    Sept 2017 - Mar 2023

  • Executive Customer Relations - Specialist

    Jan 2017 - Sept 2017

  • Digital and Devices Sr. Associate

    Apr 2014 - Dec 2016

  • Associate

    Jun 2012 - Mar 2014