- Led a diverse team of program specialists and event detection specialists, fostering a collaborative environment to drive success.- Proactively identified opportunities to enhance existing processes, recommending and documenting improvements, while also creating new process frameworks to optimize efficiency.- Prepared comprehensive reports, including Monthly Business Reports (MBR), Quarterly Business Reports (QBR), Half-yearly Business Reports (HBR), and Yearly Business Reports, providing valuable insights into the performance of Kindle, Echo, Alexa, Fire tablet, Fire TV, and Prime Video events using SQL and Excel.- Collaborated cross-functionally with global teams on multiple projects, focusing on improving customer satisfaction, internal tools, and successful product launches.- Orchestrated coordination between technical teams and stakeholders for bug fixes and new feature requests for internal tools, creating roadmaps, negotiating resources, and providing relevant data and support for testing changes.- Analyzed customer tickets to evaluate team performance and identify areas for improvement in the servicing model.- Generated comprehensive and detailed reports on team performance, effectively communicating insights to both the team and leadership.- Took the lead in facilitating discussions on process improvement, and successfully implemented changes through effective change management processes.- Demonstrated a consistent commitment to the professional growth and development of employees under my supervision, implementing mechanisms to identify and address performance gaps through regular refresher training and coaching, following the GROW model.- Support technical stakeholders with OTA (Over-the-air) software update launches on Amazon Device. Post launch customer report monitoring and escalations.

- Proactively identified emerging issues and swiftly initiated event creation, ensuring adherence to the incident process and meeting all key performance indicators (KPIs).- Crafted comprehensive executive summaries, outlining root causes and resolutions for events/incidents.- Effectively communicated ongoing incidents/events to stakeholders at all levels, including Senior VPs and the CEO, translating technical jargon into easily understandable communications.- Orchestrated the resolution of high-risk incidents by coordinating with cross-functional teams, guaranteeing a timely response to minimize customer impact.- Conducted extensive testing in the device lab to reproduce the issues and created detailed documentation for future reference.

- Led proactive monitoring of service alarms and customer tickets for Amazon devices and services such as Echo, Fire TV, Fire tablets, Kindle, Prime Video, Amazon Music, Appstore, and Alexa, swiftly identifying and resolving any widespread customer-impacting incidents.- Utilized ML algorithm alarms dashboards to efficiently detect and address potential customer-impacting incidents.- Employed various internal tools like Heartbeat, Remedy, Tcorp, Vendisto, and JIRA to quantify the impact on customers, allowing for informed decisions and actions.- Monitored and compiled daily reports on customer contacts, tickets, and trends for OTA (Over-the-air) software launches, providing valuable insights to stakeholders.

- Provided exceptional technical support to customers across a range of Amazon devices, including Kindle, Fire TV, Fire tablet, Echo, and Amazon services such as Amazon Music, Videos, Appstore, Alexa, Games, and software, ensuring their satisfaction through live and non-live mediums.- Served as a Subject Matter Expert (SME) for new hires, offering guidance and support during live contacts and internal communications, ensuring a smooth onboarding process.- Assisted and mentored new hires throughout their training, facilitating their growth and development in the role.- Systematically escalated customer issues to the developer team by creating tickets and maintaining follow-ups until the issues were successfully resolved, ensuring a seamless customer experience.- Refined the customer experience by consistently achieving and maintaining a customer satisfaction score of 93%+ for six consecutive months, and reaching a perfect 100% customer satisfaction score for one month.

- Led the strategic consulting functions, encompassing business planning, execution, and formulation of 'concept' strategies.- Achieved breakthrough levels of process capability to deliver differentiated services and uphold high-quality standards for the next generation.- Optimized resources and systems to enhance market competitiveness and improve profit margins.- Proactively addressed customers' concerns about the product's viability by employing various strategies, such as showcasing product demonstrations at exhibitions.- Successfully negotiated and acquired technology from the Defense Food Research Laboratory (DFRL), Mysore, under the Government of India.- Undertook and efficiently managed multiple projects, involving project estimation, scheduling, packaging design, and obtaining necessary permissions from legal authorities.- Established consistent and effective business practices, bolstering controls for operational risks, promoting teamwork, and fostering accountability throughout the organization.