Supriya Chandrakar

Experience

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  GlobalLogic

  Jul 2013 - Sept 2013

  Trainee

  • End-to-end test case Automation of Adobe Reader Application on Windows • Testing of concurrent features of Adobe reader and releasing them successfully in market • Creating Test Plan and Hand-Off Checklist after client interactions

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  Infosys

  Oct 2013 - Apr 2016

  Senior System Engineer

  • Requirement analysis and scope document creation for a new project • Handling and reporting daily support, troubleshooting and incident management for 1200 servers spread across different regions in US and UK • Led team into delivery management of two modules based on pre-set client specifications • Aided the support team for on-time delivery of the implementation • Experience in ITSM Processes, Problem and Change management

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  Amazon

  May 2018 - Feb 2020

  Team Manager

  • Managed a team of 20 customer support advisors providing support for North America retail operations• Reduced customer contact rate in 2019 Q3 by automating customer service through the use of chatbots• Successfully implemented data driven Kaizen project aimed at improving client engagement and retention• Reduced staff attrition by 13% in 2019 due to the success of new employee-development and engagement program

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  TaskUs

  Aug 2020 - now

  • Managed a team of 5 managers and oversaw the operations team, consisting of 80-100 employees• Implemented strategies to optimize operational efficiencies across all processing areas, while enhancing the overall customer experience for both internal and external stakeholders• Generated monthly and quarterly business reports analyzing all KPIs to gain comprehensive insights into business performance, and developed actionable plans to enhance revenue growth• Launched an employee recognition program that awarded outstanding employees with monthly prizes, resulting in a 20% increase in employee satisfaction and a 15% decrease in turnover Show less • Managed a team of 12 fraud specialists, overseeing risk control and prevention analysis to achieve targeted results• Conducted individual performance evaluations and career development discussions through personalized coaching and feedback in one-on-one meetings• Partnered with clients to devise strategies for a new campaign, with the objective of achieving desired outcomes• Established and led an engagement team in the office, developing and executing activities to enhance employee satisfaction, motivation, and retention. Show less

  • Operations Manager

    Dec 2021 - now

  • Fraud Operations Team Lead

    Aug 2020 - Dec 2021