At Amazon Development Center India, I lead a 20–25-person CAP team delivering high-quality customer support, staffing coverage, and service excellence. Through 5 Why analysis and individual coaching, I reduced average contact handle time from 14.05 minutes to 8.83 minutes in four weeks.
Previously, I improved quality and customer experience as a Quality Analyst, reducing agent early disconnects by 83.88% across CS-India sites—from 17,426 to 2,809 contacts per week. I also partnered with stakeholders on invalid-transfer reduction, lowering TRR from 19.12% to 12.83%, and increased Zone 5 huddle completion from 47.58% to 89.75% through consistent reporting.
I began in Amazon Business NA Chat, resolving customer issues and supporting new and tenured agents as an SME. My experience spans quality assurance, root-cause analysis, reporting, process improvement, procurement, and team development.
