Francis Mondal
@francismondal
I build reliable AI data workflows, operational insights, and customer-focused process improvements.
IndiaWhat I'm looking for
I've spent 15+ years across enterprise, BPO, and KPO environments, including eight years at Amazon, improving operations, support, and data quality.
At Amazon, I built 24/7 global monitoring frameworks, managed Sev1 and Sev2 incidents, and led technical bridges during high-stakes disruptions. I also created an Automated Incident Intelligence Dashboard that cut report-generation time by 60%, reclaimed 15+ weekly hours, and improved data accuracy by 95%.
I've performed product-image annotation, defect classification, structured labeling, and rubric-based evaluation to support high-quality training and evaluation data. Working between seller support and product engineering, I translated recurring platform issues into fixes and led a Voice of Customer project that reduced defect-related contacts by 20% and improved First Contact Resolution by 15%.
Today, I apply ChatGPT, Claude, Gemini, Flow, and Leonardo AI to research, content, evaluation, and data workflows while strengthening my SQL, Excel, Power BI, and Tableau capabilities. I bring disciplined quality judgment, clear documentation, and practical process thinking to AI-focused work.
Experience
Work history, roles, and key accomplishments
Contractor / Freelance
Contractor / Freelance
Sep 2024 - Present (2 years 1 month)
Executed AI-assisted research, content and data workflows using various AI tools, applying structured review and quality checks. Strengthened skills in Excel, Power BI, SQL and Tableau.
Program Manager - Global Command Centre (GCC)
Apr 2022 - Sep 2024 (2 years 5 months)
Engineered 24/7 global monitoring frameworks for Amazon logistics and support operations, serving as escalation point during high-stakes disruptions. Managed Sev1/Sev2 incidents, led technical bridges, and designed real-time QuickSight dashboards.
Microsite Advisor (Project Management / Technical Operations Liaison)
Oct 2017 - Apr 2022 (4 years 6 months)
Performed product-image annotation, identifying defects and applying evaluation rubrics to support training data. Acted as SME and Technical Liaison, analyzed contact-volume data, and led a Voice of Customer project that reduced defect-related contacts by 20%.
Selling Partner Support Associate
Aug 2016 - Oct 2017 (1 year 2 months)
Provided customer service to Amazon sellers via email and chat, resolving complex queries. Applied SOPs and quality guidelines, identified recurring pain points, and proposed process revisions.
Associate Web Designer
Global Website Solution
Mar 2012 - Feb 2016 (3 years 11 months)
Managed website projects from requirements gathering through launch and supported digital marketing activities, coordinating deliverables against client expectations.
Water Consultant
Britannic Water Treatment Co.
May 2009 - Dec 2010 (1 year 7 months)
Executed technical demonstrations and consultative sales engagements for water-treatment infrastructure, explaining solutions and responding to customer requirements.
Progressed from Customer Service Executive to SME, providing troubleshooting support and leading a team of 10-12 associates. Delivered process training, coaching, and handled escalated queries.
Education
Degrees, certifications, and relevant coursework
St. Xavier's College, Kolkata
Bachelor of Science, Economics
Bachelor of Science in Economics from St. Xavier's College, Kolkata.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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