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Niharika Malik

@niharikamalik

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I lead Amazon support operations, improving customer experience, workforce performance, and scalable processes.

India

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What I'm looking for

I'm looking for an operations, customer experience, program, or analytics role where I can improve scalable processes, use data to strengthen performance, lead teams, and deliver measurable business and customer outcomes.

At Amazon, I lead technology-enabled customer support operations across India and North America, managing teams of 25+ and sustaining 95%+ customer satisfaction. I improve SLA adherence, capacity, quality, retention, and customer outcomes through dashboards, root-cause analysis, and cross-functional execution.

I've led cloud contact-center migration, workforce optimization, peak-event efficiency, and retention initiatives that reduced attrition by 11.07%. I also mentor Team Managers, build training content, and turn operational data into actionable business reviews and improvement plans.

Experience

Work history, roles, and key accomplishments

Current

CS Operations Team Manager

Current

Amazon

Aug 2020 - Present (6 years 1 month)

Led the Early Warning System, improving attrition-risk identification by 6256 BPS, from 16.67% to 79.23% through process redesign, stronger stakeholder alignment, and improved execution. Led SLA and Schedule Adherence improvements across India and North America, increasing adherence from 78% to 93.1% through regular performance reporting, gap tracking, and cross-functional action planning.

Operations Strategy Program Management Customer Experience Business Analytics Process Improvement Root Cause Analysis Stakeholder Management Workforce Optimization Change Management Dashboarding Team Leadership Training and Development

Marketing & Data Analytics Intern

mFilterIt

Feb 2019 - May 2019 (3 months)

Represented mFilterIt at a prominent Ad Tech event by marketing fraud-detection solutions and engaging industry stakeholders and prospective clients. Identified fraudulent advertising activity for a key client by conducting ad-fraud analysis, contributing to significant savings in advertising spend.

Marketing Fraud Analysis YouTube Analytics

HR Recruitment Intern

Genpact India Pvt. Ltd.

Feb 2018 - May 2018 (3 months)

Assisted in end-to-end recruitment by sourcing, shortlisting, and screening candidates across multiple client profiles and diverse job levels, ensuring a strong and qualified talent pipeline. Improved candidate selection quality by conducting structured interviews and assessments and recommending candidates based on qualifications, cultural fit, and skill requirements.

Recruitment Sourcing Screening Interviewing Candidate Assessments