Responsible for managing a team of engineers providing enterprise support to customers of SAP.•Managing a team of 60 product support engineers working in SAP FICO handling GL Closing, AP/AR/BL, P&T, GS IN and DRC, FSCM, GRC AC & OC and Fioneer Services•Providing support to all priority cases. P1, P2, P3 and P4 which are raised via Service now.•Answer escalated emails and phone calls, assess customer’s technical issues•Be the face of PS the client by regularly participating in customer meetings and events•Motivating engineers through effective management, career development & implementation of reporting mechanisms•Mentor and assist new hires•Analyze various reports including process dashboards & team performance reports.•Manage attendance & attrition*Managing periodic shift level projects•Ensure achievement of both team KPI’s as well as overall PS SLA /KPI’s•Balance queue and incident management with training and development opportunities for your staff•Ensure compliance on all mandatory SAP and PS processes and training*Provide clear and timely feedback to your employees regarding their performance and development

Lead Operational Deliverables and Throughput Metrics in accordance with SLA requirements.Manage all performance reviews with clients and internal management of team.Accountable for the delivery of SLA's and targets delivered through everyday focus on productivity, people and performance.Plan and Execute WBR / MBR / QBR and Daily Reviews.Process P&L management. Manage end to end operationsKPI management and process improvementClient value add – Cost center to Profit centerClient management and Business continuity planning SLA Management & Operations excellence

Manage performance and behavior of 10-15 Amazon Associates through effective 1:1 meetings, coaching, and mentorship.· Implement performance goals, monitor and evaluate against pre-set goals implementing action plans to resolve performance barriers as needed.· Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.· Ensure that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.· Partner with workforce management to execute daily staffing plans, identifies and reports 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.· Conduct Seller interaction audits and provide coaching to improve performance.· Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.· 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, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.·

Navigated a team of 15-18 associates towards interdependence by providing speedy and error free assistance, reviewing performance and identifying training needs, providing process guidance and developing capabilities to perform the role and to a larger extent coaching them to be customer obsessed and to do the right thing.

Supported 60+ new hires on job readiness. Identified training needs and conducted 340+ hours of workshop on efficient research and effective email communication. Provided real time feedback and over the shoulder coaching while building process capabilities. In addition worked on a project to enhance customer experience by focusing on customer delighters. Developed 20+ hours of training content to provide hands on issue management experience for new hires.

We are the primary interface between Amazon and our 3rd party sellers, providing phone and/or email support governed by internal service level agreements. TThis is probably one of the most interesting front-line jobs in e-retail, helping selling partners manage inventory, orders, payment, performance, promotions and everything that matters to run a successful online business. Key responsibilities:• Demonstrating end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.• Demonstrates effective, clear and professional written and oral communication.• Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.

We are the the primary interface between Amazon and our 3rd party sellers, providing phone and/or email support governed by internal service level agreements. TThis is probably one of the most interesting front-line jobs in e-retail, helping selling partners manage inventory, orders, payment, performance, promotions and everything that matters to run a successful online business. Key responsibilities:• Demonstrating end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.• Demonstrates effective, clear and professional written and oral communication.• Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.• Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.

0 to 60 calls daily from Customers, Trustee Office and/orAttorney Offices.Responsible for providing exceptional customer service toour Bankruptcy customers calling in to inquire on the statusof their Bankruptcy.Participated in quality calibrations.Conducts research on bankruptcy matters such as: paymentapplication, payment history etc.Provide documents requested by attorney on a timelyfashionTake phone calls from borrowers making mortgagepayments.Assisted with the documentation for modification, short saleetc.Escalation management and process improvement Identifiedbottom quartiles, facilitating retraining and closelymonitored post training performance, Implementation &Tracking of Action plan