A Team Manager sets the vision and culture of their teams by handling individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. Roles and responsibilities:• Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination, and evaluation of the team. • Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution. • 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. • Develop and Achieve performance goals and objectives in line with the network wide vision and goals• Identifying customer-impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.• Assist in developing and implementing refresher-training programs to improve the quality and productivity of the team. • Driving process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. • Developing and achieving performance goals and objectives in line with the network wide vision and goals.• Focus on management of SLA, quality and customer experience

Role of a Resolution Specialist (RS) is a Level 3 role in Amazon who mainly deals with giving real time and efficient resolutions to the query raised by the associates. Currently I’m handling a team of 12 members.Below are the responsibilities of an RS: • To handle a team of 10-15 associates and take care of their performance. • Help the associates in understanding the process in an efficient manner and improve their performance. • Cascade the feedbacks to the associates on a regular basis. • Publish Weekly Business Reports related to the process for the Leadership Team. • Conduct regular meetings with the associates and the Leadership Team to bring new process improvement ideas and get them implemented. Basic Responsibilities: • Communicate with stakeholders (over phone or email) with a problem solving attitude. • Understand the issue and make best use of the available resources to resolve the issue. • Systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered and resolved. • Ensure to surpass all performance and quality goals. Demonstrate ownership to resolve challenging customer issues and escalating when necessary. • Communicate with the Customers, Customer Service Associates, Delivery Station Managers and Delivery Associates in real time. Develop and/or understand performance metrics to assist with driving business results. • Providing real-time customer experience by working in 24*7 operating environment.

Responsibilities:• Supported Flex program in NA market.• Moved to Recipient Support skill for NA market in the Pilot batch in April, 2018.• Provided support to Customers in both NA and CA market place.Achievements:• Served as a Department Specific Trainer for 6 months for Recipient Support Skill.• While on DST role was a part of an ATA (Away Team Assignment) for Recipient Skill for 1 month.• Handled 4 Training batches as a DST for Recipient Skill.• Was part of various process improvement program.• Rewarded with SDS Customer Obsession for the month of June & Q2 All Hands 2019 for my work catered as a DST.

• Handled Customer contacts regarding all the Amazon Digital content.• Worked as a technical support associate for Amazon devices such as FireTV etc.• Worked as a AIV content which is included with Amazon Prime.• Worked actively for the new Amazon Prime which was first in USA and then was launched in other 200 countries.Achievements: Got appraisals for being one of the top 10 associates of the site.

Summary:Experience in international Recruiting/Staffing/Consulting Business across US• Proficient at successful sourcing of candidates via Internet sources using BOOLEAN Search Strings and online resume database.• Excellent interpersonal and applicant assessment skills.• Excellent technical aptitude with attention to detail• Highly organized and able to manage multiple tasks at once• Dedicated Hard working and Deadline driven• Experience in Tax Terms - W2/ C2C/1099.• Experience in Visas - OPT, CPT, H1B,TN, EAD, GC & USC• Worked on Contract, Contract to Hire , Permanent & Remote positions.• Proactively building Client, VMS & resume database.• Proactively building resume database for upcoming/highly potential requirements.• Good Team player with Interpersonal, good verbal and oral communication skills in English.• Work extensively with Recruitment Tool -Monster, Dice, and Techfetch