-Manager with Customer Experience & Quality Operations Team - managing a team of 25-30 machine learning data associates who support backend operations of the Amazon Go app to enhance Customer Experience and Customer Success.-Driving and owning process and business excellence projects & program management for the site for process and metric improvements of customer experience quality operations team.-Key responsibilities include coaching and mentoring a 30 member team,performance management, delivering results, appraisal discussions and career development of the team of associates.-Interviewing candidates to select the best associates for the organisation.-Onboarding and mentoring new managers taking them through the customer experience process, metrics and organizational policies.-Driving HR employee engagement activities and RNR activities for the employees at Amazon.-Consistently delivering results based on the operational goals & metrics.

-Manager with Customer Service Operations team managing a set of 25-30 customer service associates.-Drove/owned various site levels kaizens and gemba leadership walks/ideas for customer service operations team.-Responsible for coaching, mentoring, performance management, delivering results &career development of various teams that I have handled in customer service operations.-Was instrumental in building the pilot team of "International Phones" for the site.-Represented Operations Team as a POC for various initiatives and had active discussions with internal and external stakeholders to solve various business problems at the organization.-Onboarding buddy for several newly onboarded managers.-Peer mentor for various new managers mentoring them on organizational metrics, policies and customer service process.-Drove employee retention and successfully retained employees reducing attrition for the org.-Organized and conducted employee engagement and RNR activities for employees at the organization.

Customer Success Management: Collaborated with cross functional teams and other stakeholders to ensure timely delivery to clients like Apple Inc and Ralph Lauren. Managed post implementation Support for Apple Inc and Ralph Lauren.