- Lead and manage a team of Senior Technical Support Engineers across APAC and EMEA regions, focusing on phone number provisioning, porting, and troubleshooting.- Conduct performance evaluations, provide mentorship, and implement development plans to enhance team skills and effectiveness.- Oversee resolution of complex technical issues related to phone number services, ensuring timely and effective solutions.- Collaborate with cross-functional teams to improve processes and enhance… Show more - Lead and manage a team of Senior Technical Support Engineers across APAC and EMEA regions, focusing on phone number provisioning, porting, and troubleshooting.- Conduct performance evaluations, provide mentorship, and implement development plans to enhance team skills and effectiveness.- Oversee resolution of complex technical issues related to phone number services, ensuring timely and effective solutions.- Collaborate with cross-functional teams to improve processes and enhance customer experience. Show less

As a Member Support Manager, I led a team of 15-20 Member Support Consultants, focusing on their growth, performance, and overall deliverables. My responsibilities included conducting performance evaluations, organising training sessions, and setting clear performance goals. I also oversaw the resolution of complex customer issues and collaborated with other departments to enhance the member experience.I was honoured with the Best Manager Award for my leadership and contributions to… Show more As a Member Support Manager, I led a team of 15-20 Member Support Consultants, focusing on their growth, performance, and overall deliverables. My responsibilities included conducting performance evaluations, organising training sessions, and setting clear performance goals. I also oversaw the resolution of complex customer issues and collaborated with other departments to enhance the member experience.I was honoured with the Best Manager Award for my leadership and contributions to team success. Additionally, I actively participated in CSR activities and promoting social responsibility within the team. Show less

Responsible to support a team of 15-20 high performing investigation specialists who investigate abuse patterns in Amazon Web Services - SES (Simple Email Service) platform and take appropriate actions based on processes, tools and high-judgment decisions. Other responsibilities include hiring, process training (new hire, upskill and cross-skill), mentor and take ownership of site and global level process and operational projects

Accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front line manager of 15-20 associates, I provided coaching, guidance, and mentorship to drive achievement of individual and team performance goals. Also, I am responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team. Other… Show more Accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front line manager of 15-20 associates, I provided coaching, guidance, and mentorship to drive achievement of individual and team performance goals. Also, I am responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team. Other responsibilities include interviewing, training, performance management and employee engagement.My KRA's were but not limited to:· Manage performance and behavior of 15-20 Amazon Associates through effective 1:1 meetings, coaching, and mentorship· Implement performance goals, monitor and evaluate against pre-set goals by implementing action plans to resolve performance barriers as needed· Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement· Partner with workforce management to execute daily staffing plans, identify and report significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals· Manage schedules, monitor adherence, time-off planning, and attendance in partnership with workforce management. · Participate in daily Kaizen events to identify and implement process improvement change initiatives. · Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues Show less

As an advocate for a perfect seller interaction, I am the first resolution point for associates supporting our sellers. In this role, I successfully assisted my team in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for sellers.My KRA's were but not limited to:· Provide resolution to associate support requests (i.e. Seller Escalations and Andon Cords) in real time. Also, providing education to… Show more As an advocate for a perfect seller interaction, I am the first resolution point for associates supporting our sellers. In this role, I successfully assisted my team in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for sellers.My KRA's were but not limited to:· Provide resolution to associate support requests (i.e. Seller Escalations and Andon Cords) in real time. Also, providing education to associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible seller experience · Identify seller and associate success barriers, providing solution, and drive change through business improvement initiatives. · Drive opportunities for efficiency through daily floor observations· Serve as the first point of contact for all Seller escalations in three communication channel i.e. email, chat and phone· Regularly conduct seller interaction audits with associates and provided technical and process coaching to improve performance and increase efficiency· Provide direction and coaching in relation to schedule adherence, AUX coding, and lobby management· Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures· Liaise with other departments such as Customer Service, Business teams, CIM, ESR, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions Show less

Responsible to coach and guide a team of 5-10 new hires (NH) on meeting quality and productivity goals.My KRA's were but not limited to:· Support NH by making them self-sufficient in understanding a seller question, research the issue and respond to seller queries· Responsible for improving the performance of the NH on all Metrics· Send daily mentoring report to Team Supervisor, Team manager and Trainers· Share real-time feedback with NH while supporting them on… Show more Responsible to coach and guide a team of 5-10 new hires (NH) on meeting quality and productivity goals.My KRA's were but not limited to:· Support NH by making them self-sufficient in understanding a seller question, research the issue and respond to seller queries· Responsible for improving the performance of the NH on all Metrics· Send daily mentoring report to Team Supervisor, Team manager and Trainers· Share real-time feedback with NH while supporting them on cases· Prepare HMD “No” analysis and deliver feedback to NH in presence of Team Lead· Conduct ORT (Operational Readiness Test) and deliver ORT feedback· Provide SME support to leaders during escalation investigations· Identify knowledge gaps, bring it to the notice of Lead, Team manager and Trainers to plan refresher sessions Show less