Sandhya M Email & Phone Number

Chennai, Tamil Nadu, India

• Manage team’s daily work volumes and transactions accurately, within established deadlines• Setting clear team goals. Delegating tasks and set deadlines for the internal team (TAT)• Tracking the day-to-day Operations. Monitor team performance and report on metrics.• Proactively communicates with client for any potential delays / risks based on information by Ops teams• Handled escalation process end-to-end, perform RCA and identify constraints to recommend a solution• Involved in internal stakeholder meetings and handle the client interaction and escalation on meeting calls.• Conduct regular 1:1 meeting with associates. Listen to team members feedback and resolve any issues or conflicts. • Coach and monitor associate’s operation performance and ensure that delivery is at high quality standards• Weekly touch base with all the associates to update their performance and area of improvement.• Handled multiple projects and received appreciations from client’s end

Chennai

• Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations• Communicate and take the lead role in identifying & fixing gaps in process areas and work with all stakeholders to resolve the gaps• Support Ops manager in hiring, identifying high & low performers within the team, work cross-functionally, and build consensus on difficult issues• Driving appropriate data-oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goal• Collaborate effectively with other teams and subject matter experts (SMEs) to support launches of new process and services• Own the process and execute tasks/activities independently and act as an IC• Classifying and correcting data in the retail catalog to improve customer experience• Proposing process improvement suggestions for migration of new SOP• Handled escalation process end-to-end, perform RCA and identify constraints to recommend a solution• Investigating Catalogue related complaints raised by the customers/clients. Also, monitoring improvement on fixed catalog items through internal tools and ensure the fixes are effective• Coordinating with the vendors from the time of launch at Amazon to ensure they are operating on our tools to improve selection, profitability and help their business grow• Handling Customer Queries on a daily basis and respond to the issues submitted by customers. • Review customer reviews and gather input from customer insights on an ongoing basis to develop actionable insights for future products and improvements• Handle the Support Tickets and respond to customer Emails on a regular basis• Appropriate keyword tagging & title revamping for products • Conducting regular audits of activities related to functional area and educates the team on quality errors• Mentor/coach associates and contribute to their growth, provide KT to peers

Chennai, Tamil Nadu, India

• Part of Customer Insights team and understand the customers perspective for different brands across multiple product lines. • Performed tasks such as identification of defects, understand the problems/defects identified further by performing RCAs, then help with the escalation of defects to the respective stakeholder across different teams. • Building scalable solution for escalations end to end • Coordinate with internal/external team in fixing the defects and monitor the performance post fixing of defect.

Chennai

• Handle day-to-day volumes of the assigned tasks and ensure the given SLAs are met per quality standards.• Perform audits and quality check on assigned tasks for work done by junior associates and report quality metrics.• Worked closely with retail stakeholders through weekly calls and mails• Handle escalations from stakeholders and perform RCA for the team• Mentor new hires and ensure quick ramp-up• Create and own SOP wiki page for the process• Flagging process gaps in time to the Manager or Lead.• Interacting and coordinating with vendors/buyers to reflect accurate data in catalog. • Identify areas of possible process improvements and implement enhancements for pain points

Chennai Area, India

• Examined the quality of e-learning content for K-8 classes on a regular basis • Analyze the material and develop creative customized content as per the norms• Developed new content and/or tweak existing content to match the new requirements