Neethu C Email and Phone Number

* Conduct regular audits of activities related to the functional area*Contribute to root cause analysis and CAPA in escalation management* Create and update SOP/flow of processes* Suggest process improvements and assist internal partners to drive them to completion* Leverage / demonstrate expertise in handling end-to-end processes and related tools; use them to identify operational issues* Train & mentor new hires on process tasks and provide feedback to the training team to customize training modules, if applicable* Responsible for achieving the predetermined targets for the new tasks on boarded* Communicate the problem statement with data on operational processes for internal and external stakeholders*Create standard defined reports, i.e., weekly reports* Identify issues and proactively reports operational challenges

*Ownership to assure service quality across all mediums, identify ways to drive efficiency and aligns it with Amazon’s customer requirements.* Report out for the Performance Improvement Plan(Quality & Efficiency) for the CS Associates.*Calibration sessions within the site to ensure Leads, CS Managers, QA, process trainers and communication trainers provide their inputs while assessing a contact on set defined parameters through which we identify uniform coaching opportunities.*To ensure that all the contacts handled at the site are inline with the Compliance policies, the team audits contacts and reports out the*Observations to the site leadership team. The team also, strives to improve the current compliance policies and/or processes.

*Manage the operations floor on a day to day basis covering approximately10 to 12- L2/L3 associates*Manage performance and behavior of the associates through effective 1 to 1 session, coaching, developing individual skill sets, and setting clear expectations related to performance and compliance.*Keeping constant vigil on real time metrics to ensure service levels areunder control.

*Serves as a basic point of contact for customers with complaints, queries,request, feedback etc.*Prepares daily reports on the daily activities of Customer Care team*Ensures that all the request, queries and complaint of customer areResponded in a timely and professional manner*Develops as well as maintains the relationship with external parties*Responsible for proper scrutiny and recording of the complaints receivedfrom customers*Conducts research and complies answers for informational request fromexternal customer

*Building PHP websites using Core PHP*Planning and conducting cross-browser usability testing against W3C.* Testing and validating work produced as part of the development process.*Back end development and maintenance of websites using PHP and MySQL.*Working with a multi-disciplinary team to convert business needs intotechnical specification*Documenting features, technical specifications & infrastructurerequirements.*Working in a data analyst role and with business intelligence applications.*Developing web sites using MySQL, PHP & other programming tools.z*Developing compatible User Interface functionality using jQuery & otherlibraries