Avinash Koppishetty

Experience

• 

  Amazon

  Sept 2015 - Dec 2018

  • Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.• Monitor real-time service levels and schedule adherence and hold the team accountable responsible for meeting and exceeding performance targets of the team.• Managed and drove staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other change/Gemba, kaizen initiatives as required.• Proven approach in identifying the root cause of issues that impact customer experience and working backwards to fix the issue.• Coaching and sharing feedback to associates to improve team production rate displaying customer obsession.• Part of the RNR core committee actively contributed to the planning and executing engagement calendar activities. Show less • Worked closely with the process development team to update and eliminate any counterfeit policies. • Plan and conduct quality sessions for both new hire and tenured teams, briefly introducing Transaction Quality Monitoring and parameters on which associate quality scores are audited.• Publish the quantification report on a number of contacts audited by the individual quality analyst.• Publish a report to distinguish the valid and invalid dispute raised by the respective team manager against an audited contact.• Project work to reduce the invalid concession issued per contact by an associate.• Hands-on experience designing and administering share point portals and writing business documents.• Project initiate to control invalid and pro-active escalations on contact which impact customer experience and incur cost to company per contact. Show less • Leading and developing a team of 20 to 25 associates within ADCI; responsible for the overall direction, coordination, and evaluation of the team.• Identifying and eliminating barriers to accuracy, productivity, and quality.• Carrying out supervisory responsibilities in accordance with Amazon standard policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.• Communicating policies to associates and becoming the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. Show less

  • Customer Support Holiday Team Manager

    Jun 2018 - Dec 2018

  • Transactional Quality analyst

    Nov 2017 - Jun 2018

  • Customer Support Team Lead (Resolution Specialist)

    Jun 2017 - Nov 2017

  • Customer Support Operations Specialist (Subject Matter Expert)

    Sept 2015 - Jun 2017
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  49 Frames Photography

  Dec 2016 - now

  Co-Founder

  • Co-founded and established a successful Photography and event management company, specializing in weddings, and Baby Photo shoots. Led a cross-functional team, overseeing event planning, marketing, budgeting, and logistics to ensure the seamless execution of each event.• Established key partnerships with vendors and venues and fostered strong client relationships, ensuring repeat business and referrals, and contributing to company success.• Collaborated with clients to identify their objectives and create customized experiences, resulting in 22% revenue growth year-over-year, and a 98% client satisfaction rate. Conducted thorough post-event evaluations, gathering feedback, promoting, and making improvements for future events. Show less

• 

  Amazon

  Mar 2024 - now

  Business Risk Investigator