Ann Mary Joy Email & Phone Number

Dubai, Ae

Hyderabad, Telangana, India

-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.

Coimbatore Area, India

-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.

Bangalore

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.

Mba-Pgdm (Hr And Marketing)

Bachelor Of Technology - Btech, Engineering