Working in an email process - Amazon Offshore Seller Support.Assistant Manager: 1/10/2019 - Present● Negotiated delivery terms with internal WFM and then with client.● Determined performance goals for each team and guide team leads to acheive them.● Established and coached all regarding quality standards.● Tracked performance progress and presented regular reports to clients - Partner Weekly Business Review and Weekly Business Review for site.● Monitored client related changes and identified potential risks.● Designed mitigation plans and implemented quality assurance procedures.● Ensured that all contacts are handled following SOPs in accordance with client specifications.Team Lead/ Supervisor: 1/10/2018 – 1/09/2019● Provided detailed feedback to team members pertaining to each opportunities found in contact handling● Monitored all incoming top TCDs and prepared necessary documentation● Managed client communications with timely responses to emails, chime calls etc● Conducting regular team meetings to breif on performance and SMART targets provided● Provided support to other teams when required