Experience

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  Dell

  Oct 2010 - now

  Customer relations manager

  • Managing a sub process of inbound and outbound team Advance resolution experts for managing corporate & legal escalations.• Provide functional support & direction on customer support needs, assist with training & identify training needs within the group, ensuring optimum levels of performance, productivity, revenue and quality.• Backstop support for resolving complex & advance trouble-shooting Issues and customer escalations, within the framework of Policy & Procedures.• Effectively managing attrition within acceptable levels and develop strategies to increase retention.• Providing leadership and ensuring high level of motivation at process level.• Weekly performance feedback, outlier management and maintaining systematic records of the same.• Analyze business trends to optimize resource utilization and manage competitive performance.• Effective implementation of identified tools to enhance resolution capability• Implementation of enterprise policies without deviation • Engage L2’s on performance delivery & individual career-progression• Successfully led site launch of Windows 7 & Windows 8• Lead planning and deployment of all Global initiatives at the site.• Responsible for setting up the business goals for the Tech Support team on the site. • Conducted Outlier management through designing and implementing robust vitality programs.• Implemented the Business Process improvement through various Six Sigma activities.• Analyze & report performance trend on business metrics• Ensure smooth transition / implementation of new process• Assist stake-holders to stabilize the process• Liaison with various departments within Organization to aid mid-management level decisions Show less

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  Amazon

  Jun 2015 - now

  Manager operations

  • Heading the employee engagement initiative for the Seller Support Hyderabad site.• Accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience.• Provide coaching, guidance, and mentor ship to drive achievement of individual and team performance goals.• Responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction.• Other responsibilities include interviewing, training, performance management and employee engagement.• Manages performance and behavior of 40-50 Amazon Associates, 2-3 mentors and 2-3 Team • Leads through effective 1:1 meetings, coaching, and mentor ship.• On boarding of Sellers on the web portal and helping them with their accounts• Deciding on Re- reimbursements and claims filled by Sellers against the company • Managing the settlement of A-Z claims raised against the sellers on line Show less

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  Canadian diabetes association

  Mar 2016 - now

  Operations manager