Prashanth Rajendran Email & Phone Number

Bengaluru, Ka, In

India

· Manages assigned Enterprise accounts and oversee support cases· Completes analysis and presents periodic reviews of operational performance to customer· Provides detailed reviews of service disruptions, metrics, detailed pre-launch planning· Makes recommendations on how new AWS offerings fit in the company architecture· Advocate for customer features and requirements within AWS (be their voice internally)· Participates in customers meetings (onsite or via phone)· Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.· Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.

• Developing the Performance levels, career and skills of their Investigator teams throughcontinuous closure of performance feedback loops.• To recruit excellent team members into their team and Amazon. Communicateeffectively to align organizational goals with individual goals.• Delivering significant business impacts and/ or contributions to their company throughimprovement to quality, productivity, or customer experience• Work with support functions within Amazon to articulate and prioritize feature needsfor the investigation tool sets• Consistently demonstrate timely delivery of projects on roadmap to support the teamand department vision• Consistently leading the team to meet and exceed service levels and targets in reducingbad debts.

Bengaluru Area, India

Bangalore

• Manage day-to-day planning, operations and problem-solving of an average team of 25 agents to meet the required service level components, standards, and the set targets.• People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule, shrinkage & attrition. • Chat monitoring, coaching, and feedback, responsibility for delivery of the defined customer experience in every chat. • Handling escalation calls, chats, complaints, questions, and queries as & when necessary.• Training and development of staff.• Recommendations for product and process development based on customer feedback and analysis of the same. • Conducting performance appraisal for the team.• Compiling reports on team’s performance and customer feedback.• Worked very closely with team members to solve customer problems, understanding agent's problems, and weaknesses and address these. Offering solutions and suggestions for process and product improvement to management.• Recruitment, Interviewing and Hiring when necessary. Managing staff shifts for day/night and weekend coverage.

Bangalore

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India