Headline

Dynamic Team Leader | Expertise in Logistics & Customer Support Management

Location

Bengaluru

AI stack

claude

gemini

ChatGPT

Microsoft Copilot

Work experience

Senior Process Executive at Cognizant, Dec 2024 - May 2026 · 1 yr 6 mos, India, Taxonomy amp; Attribute Management: Design systems that accurately classify products (parent-child variations, color, size, material) into localized category structures. Listing Suppression amp; Quality Controls: Implement automated error-detection routines to handle missing fields, restricted items, bad content feeds, and listing suppressions. Conduct 1:1s, provide technical mentorship to junior/mid-level software engineers, conduct code reviews, and drive performance evaluations.

Senior consultant customer support at 24-7 Intouch, Aug 2022 - Apr 2024 · 1 yr 9 mos, Bengaluru, Karnataka, India, Handling escalated customer issues that cannot be resolved at lower levels, offering advanced problem-solving solutions. Providing support for complex technical, procedural, or service-related inquiries, ensuring customer satisfaction. Ensuring that all customer interactions meet quality standards and company policies. Leading and mentoring a team of customer support agents or consultants, providing guidance, feedback, and performance evaluations. Assisting in the training and onboarding of new customer support team members. Creating a positive work environment that encourages collaboration, innovation, and high performance. Identifying areas for improvement in customer support processes and implementing solutions to enhance efficiency and service quality. Collaborating with management and other departments to refine workflows, customer service protocols, and escalation procedures. Analyzing customer feedback and service metrics to make data-driven decisions that improve the customer experience Building and maintaining strong relationships with key customers, ensuring that their needs are understood and met. Acting as a point of contact for VIP or high-priority customers, ensuring their concerns are handled with care and efficiency. Working to proactively address potential issues before they become problems, reducing overall support requests and improving customer satisfaction Monitoring customer service interactions for quality assurance, ensuring that all interactions reflect the company’s standards of service. Preparing and delivering reports on key performance indicators (KPIs) such as customer satisfaction scores, response times, and issue resolution rates. Providing insights and recommendations based on data analysis to senior management for improving customer support operations Working closely with different departments, such as technical support or product development, to address issues that require cross-functional collaboration.

DSL (Delivery Service Leader) at AMAZON TRANSPORTATION SERVICE PRIVATE LIMITED, Oct 2019 - Apr 2022 · 2 yrs 7 mos, Bengaluru, Karnataka, India, Overseeing day-to-day operations at Amazon's delivery stations. Ensuring all deliveries are completed on time, meeting Amazon's strict service level agreements (SLAs) for customer satisfaction. Monitoring delivery metrics, including performance, on-time rates, and customer feedback. •Managing a team of delivery associates, including hiring, training, scheduling, and performance management. •Leading delivery teams to achieve performance targets, offering coaching, feedback, and support to maintain high efficiency. •Fostering a positive and productive work environment, ensuring that team morale remains high even during peak periods. •Implementing and enforcing safety protocols to ensure the well-being of all delivery associates and minimize accidents or injuries. •Ensuring compliance with Amazon's policies, as well as local and federal laws regarding transportation, vehicle use, and employment standards. •Conducting regular safety audits and risk assessments to maintain a safe working environment. •Addressing operational challenges in real-time, such as delayed deliveries, route optimization issues, or vehicle breakdowns. •Handling delivery exceptions (e.g., missed deliveries, customer complaints) and working to resolve issues to maintain high customer satisfaction. •Collaborating with cross-functional teams (such as dispatch and customer service) to improve operational efficiency. •Addressing customer complaints and delivery issues swiftly to maintain Amazon’s reputation for excellent service. •Gathering feedback and making adjustments to improve the customer experience in future operations. •Coordinating with other departments, including warehouse management, transportation teams, and HR, to ensure seamless delivery operations. •Reporting key performance indicators (KPIs) and operational insights to senior management. •Maintaining open lines of communication between delivery associates, station managers, and upper management.