Solution Architect - Digital Services (Marketing - CMO, E-commerce, AI/ML), Bid Management, Proposal Management, Costing, Solution Design, Program Management, and Digital Transformation.• Collaborated with the executive and project teams on strategic initiatives of services for new client’s Requests for Proposals, Requests for Information, Requests for Solutions, and Proofs-of-Concept and Point-of-View• Collaborating with internal and external partners for the definition, planning, modeling, governance, and implementation of the overall digital commerce/ Marketing strategy• Strategy/roadmap development for future digital commerce/ Marketing solution areas proper for the business need• Creating and owning process documents and finding risks and building plans to mitigate• Ensuring that delivery solutions are technically sound, resilient to failure, and operationally supportable.

• Team Leadership: managed team of 35 talented program managers and program specialists. Planned and managed team operations, capacity and execution day to day tasks and projects. • Involved in identifying and setting up processes for CS and support teams across Device and Digital (D2) teams in Amazon.• Accountable for Customer impacting technical issues in D2. Owned and managed multiple tools used to create or resolve customer impacting tickets.• Point of contact (POC) for support engineering, SDE, program management and product experience teams regarding customer service issues/ tickets.• Liaised with Business owners and Support engineering teams on daily basis.• Worked with program managers in launching a new process, software updates and devices.Projects: • TAT reduction for all the customer impacting tickets across D2 products. Multiple related projects were undertaken with support engineering and CS teams to accomplish a reduction in TAT.• Launched Amazon Fire TV stick in India and reported out customer experience post-launch.• Reported out on more than 140 products and software launches during 2017 – 2018. • Tools integration into customer service portals to help customer service associates infer/ resolve customer issues correctly.

• Owned and managed the UK Chat medium for CS HYD Amazon. Accountable for customer satisfaction metrics, SLA management, capacity planning, concession management and compliance, audit management, continuous process improvement and people management• Lead team of 130 FTE with six team leads• Develop employees and their skill sets to expand team capabilities and provide growth opportunities for future Amazon leaders. Provide individual coaching feedback sessions and one-on-ones that focus on improving performance and customer satisfaction. • Point of contact for escalated contact resolution of a supervisory nature. • Contribute to a collaborative management process by effectively communicating and cooperating with other Customer service Managers, HR and other teams. • Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts. • Liaison with Business owners across the globe to work in Metrics improvement and projects. • Worked on multiple Kaizen in tandem with Amazon’s continuous improvement culture to improve process impacting customers and employees which will improve the metrics driven by the customer service teams.• Managed end to end of cross-skilling of employees between different LOBs as per Amazon's operation flex vision. • Led and delivered a project on gaining parity in Email medium quality metrics between 2 organizational units Amazon.com and Amazon.co.uk• Instrumental in managing the new hire transition for the site from 185 FTE to 350 FTE• Develop and design a scorecard for the team leads in CS HYD UK on operational metrics to measure & drive performance and reward leads accordingly.

• Manage teams of 15 to 25 Customer Service Agents. • Communicate and manage individual and team performance expectations. • Contribute to a collaborative management process by effectively communicating and cooperating with other Leads and Customer service Managers • Ensuring daily effectiveness. Productivity standards, schedule adherence, break adherence, adherence of company policies, etc. • Played a key role in transition of new processes (Amazon Mp3 email/chat and Amazon instant video email/Chat, Kindle.) • Ensuring best communication with the process owner and give all the updates of operational performance through calibrations. • Ensuring proper discipline in team by ensuring meeting shrinkage and leakages metrics.

• Worked on concessions project where I had was providing high value concessions for customer after investigation.• Assisted training manager in creating and updating training materials. • Selected to coach and mentor new customer service representatives.

• Maintaining Production machines which produce Ashok Leyland engine parts. • Job responsibility is to keep machines in working conditions.• Prepared weekly reports and Maintenance charts for different Machines.