Ravi .

Experience

• 

  Johnson Controls

  Jul 2011 - Aug 2013

  Assistant Manager - Quality Assurance

  • Responsible for Truck Seating Production Quality Assurance.• Layered Process and Product Audit.• Production Part Approval Process for Seating Systems for Tata, Ford & Honda Motors.• TOPS & Business Operating System.• Supplier Assessment Survey.• Utilization of 8D problem solving tool in resolving Quality & Supply related issues.• Supply Chain Management for Quality Certification by Tata Autocomp Systems Limited-SCM.• Cross Functional team member during Successful Certification of Tata Johnson Controls, Jamshedpur Operations for TS 16949:2009 Certification Audit in Feb-2012.• Close coordination with child part suppliers of Seating System for evaluation, certification, selection, business awarding and technical development.• VAVE(Value Addition and Value Engineering) and Cost Reduction projects.Internal Product and Process Audit. Show less

• 

  Amazon

  May 2016 - Oct 2023

  Responsibilities:• Leading a team of program managers responsible for protecting Amazon and our customers from payment related fraud, misuse, and abuse of one or more payment methods worldwide.• Responsible for the overall direction of their Projects and Programs along with performance and culture of the Team.• Partner with business stakeholders to align on a cohesive roadmap that delivers against shared goals.• Lead Business Reviews, participate in annual Operation Plans and multi-year planning documents.• Partner across product teams to apply new technologies in the program area.• Single Threaded Leader to drive goals and projects between two Org i.e Customer Service and Buyer Risk Prevention (BRP).• Working with Customer Service stakeholders to reduce the number of distressed customers.• Working with Global process owners in improving and streamlining BRP customer communication process.• Creating a platform for BRP Operations to raise process and policy gap, and working with Global process owners in streamlining policies and process as a part of Non-Standard Use Case Program.• Collaborating with Product and Tech Team in increasing Customer Self Service workflow adoption and onboarding email contact-based use cases to improve customer experience.• Creating a process to address issues related to account enforcement due to payment risk.• Working with Account Integrity Team in creating a BRI Acceptable Use guidelines related to PII.• Streamlining the escalation path to help customer get reinstated in the first contact through customer service channel. • Working with Sr. investigators in rescuing distressed customers and bridging the gaps in process through systemic solutions. Show less Responsibilities:Leading 5 to 8 direct reports to provide overall direction, coordination, evaluation and performance management for 80 to 100 Customer Service Associates.• Understands and demonstrates Amazon’s core values and Leadership Principles.• Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.• Mentors others in developing leadership behaviors.• Hires, manages, and develops high performing teams.• Identifies individual strengths of team members and actively fosters career advancement within Amazon.• Actively seeks to understand Amazon's core business values and initiatives, and translates those into everyday CS practices.• Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. • Understands how to position the organization for success and effectively applies best practices to all strategic decisions. Maximizes resources for the greater good of the organization. Show less Responsibilities:Leading and developing a team of 20-30 associates; responsible for the overall direction, performance management, coordination and evaluation of the team. • Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. • Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers• Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network• Communicating policies to associates and become 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. • Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers• Develop and Achieve performance goals and objectives in line with the network wide vision and goals. Show less

  • Program Manager - Customer Engagement

    Jun 2020 - Oct 2023

  • Group Manager - Digital and Device Alexa support

    Nov 2017 - May 2020

  • CS Manager- D2AS(Digital and Device Alexa Support)

    May 2016 - Nov 2017