Poonam Borkar

I am a dynamic customer service team manager with over 8 years of leadership and communication experience in stakeholder management, coaching, and enhancing customer experience. I thrive in data analysis to identify growth opportunities and have a proven track record in mentoring teams. My role involves leading critical projects, resolving escalations effectively, and driving initiatives that result in improved operational efficiencies.

Throughout my career, I have received several accolades, including the Inclusion Ambassador Award for my significant contributions towards creating an inclusive workplace at Amazon. I have also been recognized as the Best Mentor for providing outstanding support and guidance to newly hired team members. My experience includes leading the transition of the IN Domestic Phones team towards a new developed tool, AC3, and actively working on projects that enhance operational performance.

As a proactive leader, I have served as a member of the Dynamic Andon Response Team, providing real-time support on customer escalations and acting as a Subject Matter Expert for training newly hired agents. My commitment to excellence is reflected in my ability to mentor teams effectively and improve customer satisfaction through quality analysis and performance management.