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Vigneshwaran Magendran

Operations Manager | Service Delivery & Support Operations | SaaS/GRC | Process Improvement & People Leadership | Lean Six Sigma Black Belt

Bengaluru

9+ years of work experience

NAVEX
Aug 20251 yr 3 mosPresent

Bengaluru, Karnataka, India

Lead the Customer Interface team, ensuring KPI achievement and delivery of high-quality customer and business solutions. - Drive cross-functional collaboration with Implementation, Production Support, Product Engineering, and Business Systems teams to support seamless onboarding and project execution.
Amazon
May 20214 yrs 4 mosAug 2025

Coimbatore, Tamil Nadu, India

Led a team of 25–30 customer service professionals across multiple markets, consistently achieving 95%+ SLA adherence and strong CSAT, FCR, AHT, and compliance performance. - Managed peak operations for a 120+ associate workforce, maintaining 100% SLA/TSL achievement through effective workforce and queue management. - Drove performance excellence through targeted coaching and development, successfully turning around underperforming associates and earning 3 Outstanding Leadership Awards. - Built data-driven operations using AWS QuickSight, creating automated KPI dashboards and training 30+ managers on analytics and reporting capabilities. - Spearheaded operational initiatives that achieved the #1 site ranking for Transfer Acceptance Rate and SDL Completion. - Led high-volume hiring and talent development programs, conducting 8+ recruitment drives and enabling career growth through mentoring and technical training. - Delivered strategic business insights through finance reporting and WBR reviews while partnering with cross-functional stakeholders to drive continuous improvement and operational excellence.
Amazon
Jul 20191 yr 11 mosMay 2021

Coimbatore, Tamil Nadu, India

Led a team of 8–10 associates while managing critical escalations and delivering accurate, policy-based resolutions for complex associate and customer issues. Drove operational excellence through strategic problem-solving, process optimization, and cross-functional collaboration while maintaining strong stakeholder relationships, adherence to company policies, and a customer-focused approach in sensitive cases. • Earned dual 'Best Mentor' recognition for excellence in employee development and customer experience enhancement, driving measurable improvements in team performance metrics and resolution rates. • Spearheaded digital transformation initiatives by developing and implementing SharePoint solutions for performance management, escalation workflows, and compliance documentation, improving operational efficiency by 30%. • Contributed to cross-functional process improvement projects focusing on payment reversal optimization and dispute resolution efficiency, resulting in significant reduction in operational costs and improved customer satisfaction scores. • Developed and delivered comprehensive analytics reports on key performance indicators (KPIs), enabling data-driven decision-making for workforce management and productivity optimization • Designed and facilitated onboarding programs and cross-departmental training modules, focusing on operational excellence, quality assurance, and performance metrics achievement. • Served as Subject Matter Expert (SME) for policy compliance and risk management, providing critical support for strategic initiatives while ensuring adherence to regulatory requirements and internal controls.
Amazon
Jul 20172 yrs 1 moJul 2019

Greater Coimbatore Area

Supported US marketplace customers across orders, products, payments, and website guidance by researching issues through multiple tools and delivering accurate, customer-focused resolutions. Built a strong foundation in customer experience, policy adherence, operational performance, and frontline support.  ·       Recognized multiple times for customer obsession, policy adherence, high performance, and excellent attendance. ·       Selected to lead a team of eight associates for nine months based on strong performance, customer focus, and operational contribution before progressing to the Resolution Specialist role.

Vigneshwaran’s AI Stack

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Education

Mahendra Institutions

Bachelor of Engineering (B.E.), Electrical and Electronics Engineering

Mahendra Institutions

20134 yrs2017

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Headline

Operations Manager | Service Delivery & Support Operations | SaaS/GRC | Process Improvement & People Leadership | Lean Six Sigma Black Belt

About

Customer-focused operations leader with a career spanning service delivery, support operations, web services, and global operations, including 8+ years of formal and informal people leadership across global teams and time zones. Proven track record of driving operational excellence through process optimization and automation, and building high-performing teams. Lean Six Sigma Black Belt certified professional recognized multiple times for leadership excellence and customer obsession at Amazon. Experienced in leading cross-functional initiatives, implementing data-driven solutions, and leveraging business intelligence and AI technologies to improve business outcomes. Proficient in business intelligence tools (AWS QuickSight, PowerBI), collaboration platforms (SharePoint, Confluence, Asana, JIRA, Salesforce), and AI/ML technologies.

Location

Bengaluru

AI stack

claude

gemini

lovable

n8n

notebooklm

openai

Work experience

Associate Manager, Web Services at NAVEX, Aug 2025 - Present · 1 yr 3 mos, Bengaluru, Karnataka, India, Lead the Customer Interface team, ensuring KPI achievement and delivery of high-quality customer and business solutions. - Drive cross-functional collaboration with Implementation, Production Support, Product Engineering, and Business Systems teams to support seamless onboarding and project execution.

Customer Service Delivery Manager at Amazon, May 2021 - Aug 2025 · 4 yrs 4 mos, Coimbatore, Tamil Nadu, India, Led a team of 25–30 customer service professionals across multiple markets, consistently achieving 95%+ SLA adherence and strong CSAT, FCR, AHT, and compliance performance. - Managed peak operations for a 120+ associate workforce, maintaining 100% SLA/TSL achievement through effective workforce and queue management. - Drove performance excellence through targeted coaching and development, successfully turning around underperforming associates and earning 3 Outstanding Leadership Awards. - Built data-driven operations using AWS QuickSight, creating automated KPI dashboards and training 30+ managers on analytics and reporting capabilities. - Spearheaded operational initiatives that achieved the #1 site ranking for Transfer Acceptance Rate and SDL Completion. - Led high-volume hiring and talent development programs, conducting 8+ recruitment drives and enabling career growth through mentoring and technical training. - Delivered strategic business insights through finance reporting and WBR reviews while partnering with cross-functional stakeholders to drive continuous improvement and operational excellence.

Resolution Specialist at Amazon, Jul 2019 - May 2021 · 1 yr 11 mos, Coimbatore, Tamil Nadu, India, Led a team of 8–10 associates while managing critical escalations and delivering accurate, policy-based resolutions for complex associate and customer issues. Drove operational excellence through strategic problem-solving, process optimization, and cross-functional collaboration while maintaining strong stakeholder relationships, adherence to company policies, and a customer-focused approach in sensitive cases. • Earned dual 'Best Mentor' recognition for excellence in employee development and customer experience enhancement, driving measurable improvements in team performance metrics and resolution rates. • Spearheaded digital transformation initiatives by developing and implementing SharePoint solutions for performance management, escalation workflows, and compliance documentation, improving operational efficiency by 30%. • Contributed to cross-functional process improvement projects focusing on payment reversal optimization and dispute resolution efficiency, resulting in significant reduction in operational costs and improved customer satisfaction scores. • Developed and delivered comprehensive analytics reports on key performance indicators (KPIs), enabling data-driven decision-making for workforce management and productivity optimization • Designed and facilitated onboarding programs and cross-departmental training modules, focusing on operational excellence, quality assurance, and performance metrics achievement. • Served as Subject Matter Expert (SME) for policy compliance and risk management, providing critical support for strategic initiatives while ensuring adherence to regulatory requirements and internal controls.

Representative at Amazon, Jul 2017 - Jul 2019 · 2 yrs 1 mo, Greater Coimbatore Area, Supported US marketplace customers across orders, products, payments, and website guidance by researching issues through multiple tools and delivering accurate, customer-focused resolutions. Built a strong foundation in customer experience, policy adherence, operational performance, and frontline support. · Recognized multiple times for customer obsession, policy adherence, high performance, and excellent attendance. · Selected to lead a team of eight associates for nine months based on strong performance, customer focus, and operational contribution before progressing to the Resolution Specialist role.

Education

Bachelor of Engineering (B.E.), Electrical and Electronics Engineering, Mahendra Institutions

Public links

vopsleader.lovable.app: https://vopsleader.lovable.app/