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Avik Bhattacharya

@avikbhattacharya

Remote Operations Manager at Amazon who reduced concession abuse by 35% while managing a distributed workforce of 60.

At Amazon Development Center, I managed a distributed workforce of 60 as Interim Team Manager for Concession Abuse Prevention. I introduced coaching initiatives that reduced concession abuse by 35% quarterly.

As a Quality Assurance Analyst at Amazon Development Center, I developed a remote feedback loop that reduced process defects by 10% each month. I also created Excel and Amazon QuickSight reports and dashboards to support data-driven decisions.

At Wipro Limited, I handled high-level technical complaints for British Telecom and helped achieve a 95% customer satisfaction rating. I’ve also worked in customer support and resolution, and earned a Super Coach Award, two Business Enabler Awards, and a Stellar Employee Award.

Experience

Work history, roles, and key accomplishments

Resolution Specialist (SME & High-Risk Case Lead)

Amazon Development Center

Mar 2025 - Jul 2026 (1 year 4 months)

Resolved complex customer inquiries and led high-risk case management. Conducted root cause analysis, trained new team members, and provided insights to leadership to improve resolution workflows.

Communication Skills Analytical Skills Root Cause Analysis Training Performance Metrics Documentation Workload Prioritization Time Management

Interim Team Manager - Concession Abuse Prevention

Amazon Development Center

Aug 2024 - Feb 2025 (6 months)

Managed a distributed workforce of 60, implementing coaching and quality control protocols that reduced concession abuse by 35% quarterly. Recognized with Super Coach Award for enhancing team morale and performance.

Team Leadership Coaching Quality Control Performance Improvement Employee Relations Remote Collaboration Compliance Rewards Programs

Quality Assurance Analyst - Operations

Amazon Development Center

Nov 2020 - Jul 2024 (3 years 8 months)

Conducted remote process audits and developed analytical reports using Excel and Amazon QuickSight. Implemented a feedback loop that reduced process defects by 10% monthly and mentored over 20 analysts.

Process Audits Data Analysis Excel Amazon Quicksight Defect Analysis Mentorship Cross Functional Collaboration Reporting

Support Service Associate

Amazon Development Center

Jul 2019 - Oct 2020 (1 year 3 months)

Managed customer support operations, ensuring timely resolution and high customer satisfaction. Achieved promotion to quality assurance team within 16 months.

Customer Support problem resolution Data Compliance Communication Skills Time Management

Senior Associate - Complaint Specialist (British Telecom)

Wipro Limited

Jan 2017 - Jun 2019 (2 years 5 months)

Directed management of high-level technical complaints for British Telecom, streamlining communication between field engineers and resolving network disputes. Achieved 95% customer satisfaction rating.

Complaint Management Technical Support Customer Data Analysis Communication Skills problem resolution Onboarding

Technical Support Advisor

Wipro Limited

Jan 2016 - Dec 2016 (11 months)

Provided technical support for broadband services, diagnosing and resolving issues to improve customer satisfaction. Recognized as top performer within initial six months.

Technical Support Troubleshooting Customer Relationship Management Communication Skills Time Management