Prajay Suvarna
@prajaysuvarna
I lead Amazon operations teams and improve customer escalations through data-driven process improvements.
IndiaWhat I'm looking for
At Amazon, I own high-priority executive customer escalations while maintaining 99% SLA adherence and driving corrective actions that reduce repeat cases.
I've led a 24–30 person seasonal Customer Service team through Amazon's Great Indian Festival, improving productivity by 10% through coaching, Weekly Business Reviews, and workforce planning. I also led onboarding and training for 100+ new hires, contributing to a 12% lift in quality metrics.
My work combines frontline coaching with root cause analysis, stakeholder management, and operational reporting. I partner with global, Product, Policy, and Workforce Management teams to improve customer experience and operational efficiency.
I'm a Lean Six Sigma Green Belt and Kaizen Practitioner with working knowledge of SQL, Tableau, and Advanced Excel. Recent projects include correcting LISA AI refund logic and optimizing concession-rate metrics to support better agent decisions.
Experience
Work history, roles, and key accomplishments
Owned 15-25 executive and high-priority customer escalations daily, maintaining 99% SLA adherence. Conducted root cause analysis on recurring defects and collaborated with global stakeholders to implement process improvements.
Led a 24-30 person seasonal Customer Service team through Amazon's Great Indian Festival, achieving 95%+ schedule adherence and a 10% productivity gain. Partnered with Workforce Management on staffing and overtime planning to maintain service levels.
Handled escalations routed to Amazon's CEO and SVP offices, ensuring high-visibility customer experience. Ran root cause analysis with cross-functional teams to resolve systemic issues and fed fixes into long-term process work.
Led onboarding and training for 100+ new hires, tightening ramp time and readiness. Coached frontline associates through structured feedback, driving a 12% lift in quality metrics, and supported Operations Managers on performance reporting.
Education
Degrees, certifications, and relevant coursework
Hebich Technical Training Institute
Technical Training, Mechanics
Completed technical training in mechanics.
St. Aloysius Pre-University College
Pre-University, PCM & CS
Completed pre-university education with a focus on Physics, Chemistry, Mathematics, and Computer Science.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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