Rajkumar Yadav Email & Phone Number

Hyderabad, Telangana, India

Role: Spearheaded the development of Prime Video's global expansion & Customer Service Center Software tool by guiding a cross-functional team, ensuring clear vision and backlog alignment, and fostering continuous improvement through Scrum and Lean methodologies. This empowered the team to deliver high-quality features in each Sprint.Reflecting and radiating the metrics like burn down chart, quality (maintaining a defect rate below 2%), and velocity (averaging 30 story points per sprint) continuously to the team and various stakeholders.Managed team velocity, tracked sprint progress, and identified areas for improvement to enhance team performance. Achieved a 30% improvement in team velocity through continuous process refinement.Ensured the team come up with and adhere to the INVEST criteria, Acceptance criteria, Definition of Ready (DOR), Definition of Done (DOD) of user stories.Enabled the Release Planning and Story Mapping activities & updated more than 1,000 user storiesFacilitated all Scrum Events including the Sprint, Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective, Product Backlog Refinement.Applied Scrum principles, including sprint planning, daily stand-ups, and retrospective meetings, to expand the Amazon Prime Video platform across 10 countries and 32 languages. Collaborated with multiple stakeholders to deliver increments in each sprint and successfully resolved conflicts, leading to a 10% improvement in team velocity.Focused on continuous development of high-quality user stories by collaborating with the product owner and organizing effective meetings to discuss and refine user stories.

Hyderabad, Telangana, India

Role: Lead a team of Analysts across India; assumed ownership of devising, crafting & maintaining a comprehensive array of Customer metrics, reports, analyses, dashboards, and more, in steering crucial strategic decisions in driving positive Customer experience.Analyze current performance trends and develop World Wide Customer Satisfaction (CSAT) metric OP2 goals, by considering upcoming initiatives and launches, and collaborate with Operations teams to establish actionable plans to meet the targets. Lean Six Sigma methodology was used to derive defect reduction (6.00%) Year on Year. Led continuous improvement activities using FishBone analysis, 5 Why’s, Pareto Charts in collaboration with Technical and Product teams, following Scrum methodologies, to enhance various product features. This initiative resulted in contact reduction, saving $1.9M in 2020 and $3M in 2021. Automation of After Call Work (ACW) feature on Customer contact handling platform, which helped in reducing 90 Headcount Annually worldwide.

Hyderabad

Role: Lead a team comprising 5-8 Leads & 120-150 Customer Service Associates, (including contract roles) delivering performance reviews & comprehensive support in managing Service Level Agreements (SLAs) for a substantial volume of nearly 3.1 million customer contacts across multiple channels such as E-mail, Phone & ChatAchievements:Collaborated with content management team to revamp 100+ Amazon help pages and internal systems. Customer Satisfaction (CSAT) score improved by 265 bps.Implemented "Something You Should Know About" (SYSKA) alerts; which effectively identified concession abuse; and saved 2 million dollars in 2017.Pioneered recruitment & training of 800 customer service professionals Worldwide, aligned with Business requirements.Spearheaded strategic initiatives targeting reduction of customer contacts, resulting in an annual decrease of 70K contacts and significant cost savings of nearly 1 million dollars by optimizing Concessions, Internal Contacts Transfer, and Contact-Us Pages.

Hyderabad, Telangana, India

As a Workflow Analyst, I excel in optimizing operational processes and maximizing efficiency within organizations. I possess a keen eye for detail and a strong analytical mindset, allowing me to conduct thorough evaluations of existing workflows. By leveraging data-driven insights and performance metrics, I identify areas for improvement and develop strategic recommendations to streamline operations and reduce bottlenecks. With a focus on continuous improvement, I design and implement efficient workflow structures, ensuring resource allocation aligns with business goals and objectives.

Hyderabad, Telangana, India

Provide exceptional customer support and assistance by interacting with customers through various communication channels, including phone, email, and chat, to address their inquiries, resolve issues, and ensure a positive customer experience.