Headline

Driving Team Performance Turnarounds & Root-Cause Problem Solving | KPI/SLA Governance, Policy & Process Fixes, Coaching, Excel | Operations Manager, Team Manager, Team Lead

About

I didn't walk into a high-performing team. I built one. When I took over my team at Amazon, schedule adherence sat at 55%. Associates were missing targets. Eight were on Performance Improvement Plans. Within five months, adherence crossed 85%. Within four weeks, every single associate on a PIP had turned around completely. That didn't happen by accident — it happened because I believe the most powerful operational lever any manager has is the person standing in front of them. For nearly six years, I've worked inside one of the world's most demanding customer operations environments. For the last two, I've led a 30-member customer investigations and resolution team at Amazon Hyderabad — owning quality, productivity, SLA adherence, escalation management, and workforce governance simultaneously. During Peak 2025, I extended that responsibility to shrinkage governance across 400+ associates, holding performance below target through one of the busiest operational periods of the year. The numbers I'm proud of: 97.2% quality. 100% PIP recovery. 42 new hires, zero attrition during ramp-up. 30-point adherence improvement in five months. But what I'm more proud of is this — every one of those numbers has a person behind it who grew. Core competencies: Operations Management · Team Leadership & Coaching · KPI & SLA Governance · Quality Assurance · Escalation Management · Root Cause Analysis · Workforce Planning · Advanced Excel Recognized as Best Quality Manager (3 consecutive months, 2025), Manager of the Quarter, and Pinnacle Performer of the Month. If you're building a team that needs to perform under pressure and grow at the same time — let's talk.

Location

Hyderabad

Work experience

Operations Team Manager at Amazon Development Centre India Pvt Ltd, Feb 2024 - Jan 2026 · 2 yrs, Hyderabad, Led a 30-member customer investigations and resolution team in a high-volume operations environment, owning end-to-end performance across quality, productivity, SLA adherence, and workforce governance. Rebuilt team schedule adherence from 55% to 85%+ in five months through structured performance governance, weekly coaching cadences, and real-time tracking. Achieved 100% recovery for 8 associates on Performance Improvement Plans within four weeks — zero exits, zero escalations. Sustained 97.2% quality performance across the team through rigorous audit cycles, calibration sessions, and continuous feedback loops. Onboarded and ramped 42 new hires across two cohorts with a 100% graduation rate, partnering cross-functionally with training and quality teams. Managed shrinkage governance for 400+ associates during Amazon Peak 2025, holding shrinkage below the 14% target throughout the season. Served as primary escalation point for complex customer investigations, conducting root cause analysis and implementing process corrections to prevent recurrence. Recognized as Best Quality Manager (3 consecutive months, 2025) · Manager of the Quarter · Pinnacle Performer of the Month

Resolution Specialist at AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED, Jan 2022 - Jan 2024 · 2 yrs 1 mo, Hyderabad, Managed end-to-end customer escalation handling and quality compliance in a fast-paced, high-volume investigations environment, consistently meeting SLA and accuracy benchmarks. Investigated and resolved complex customer cases, ensuring accurate, policy-compliant outcomes within defined turnaround times. Handled escalated cases requiring deeper root cause analysis, applying structured investigation frameworks to deliver fair and timely resolutions. Conducted quality audits and compliance checks, identifying patterns and flagging process gaps to improve team-wide accuracy. Collaborated cross-functionally with quality and operations teams to maintain consistency in resolution standards. Developed a strong foundation in SLA management, customer operations, and investigative decision-making — directly informing my transition into team leadership.

Education

Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering, keshav memorial institute of technology

Diploma, Electrical, Electronic and Communications Engineering Technology/Technician, Quli Qutub Shah Government Polytechnic College