About

Team Manager with 8+ years at Amazon India in international chat and voice customer operations for US, Canada and UK customers, progressing from Customer Service Associate to Team Lead, Trainer, Escalation Desk and Team Manager. Manages teams of up to 80 associates in high-volume environments, owning SLA, AHT, CSAT, productivity, quality, schedule adherence and shrinkage targets.

Experience5

1. A

   Team Manager

   Mar 2025 — Mar 2026

   Amazon

   Led international chat and voice teams of up to 40 associates supporting Amazon Business customers in the US, Canada and UK, with accountability for performance, productivity, quality, shrinkage and SLA management. Escalated tool errors to stakeholders and secured fixes that reduced AHT to 7 minutes and lifted CSAT to 90% - 95%. Maintained shrinkage at 20% against a 22% goal, and at 15% during the Oct - Dec peak season.

   • Reduced AHT to 7 minutes
   • Lifted CSAT to 90% - 95%
   • Maintained shrinkage at 20% against a 22% goal
   • Kept production at 85% - 87% against an 82% target
   • Achieved schedule adherence at 85% - 90%
2. A

   Escalation Desk Associate

   Jan 2023 — May 2023

   Amazon

   Handled escalated customer contacts in the international chat and voice process. Maintained a top-10 scorecard rank across customer experience, efficiency and quality metrics, leading to promotion to Team Manager within 5 months.

3. A

   Trainer

   Jan 2022 — Dec 2022

   Amazon

   Delivered onboarding and operational training to five new-hire cohorts and existing employees, including virtual sessions for up to 80 participants. Developed SOPs, training materials and learning resources, raising graduation rates to 95% - 98% and preventing production issues from incomplete onboarding.

   • Raised graduation rates to 95% - 98%
4. A

   Team Lead

   Jan 2019 — Dec 2021

   Amazon

   Directed daily operations for a team of 20 associates in the international chat and voice process and resolved escalated contacts to improve efficiency and customer satisfaction. Monitored productivity for 30 team members against goals of 85% - 90%, along with quality KPIs.

5. A

   Customer Service Associate

   May 2017 — Dec 2018

   Amazon

   Handled US, Canada and UK customer inquiries over chat and voice and resolved issues daily, achieving CSAT of 80% - 85% and productivity of 85%, in line with targets.

Education2

• VI

  Bachelor of Computer Science

  2016

  Vishwakarma Institute of Information Technology (VIIT)

• MB

  Higher Secondary (12th Standard)

  2015

  Maharashtra Board

Certifications4

• Lean Six Sigma

  LearnTube

• PMP Assessment

  LearnTube

• Project Management Course

  2027

  Coursera

• AI Beginners Certification

  BE10x