Rajalakshmi Rameshbabu
@rajalakshmirameshbab
Customer Experience Specialist at Amazon Kindle Publishing who cut customer escalations by 30% and improved AI-powered query resolution.
IndiaWhat I'm looking for
At Amazon Kindle Publishing, I served as the primary point of contact for B2B enterprise accounts, resolving complex issues to support customer satisfaction, retention, and business continuity. I introduced standardized workflows that cut customer contacts and escalations by 30%.
I led an Agentic AI-powered query resolution initiative that improved response effectiveness by 85%, reduced manual and SME resolution effort by 60%, and delivered $70K+ in annualized savings. I also built KPI dashboards that supported 100% SLA compliance and 98.7% quality against a 97% target.
As Operations Team Lead, I led and developed a team of 30+ associates across three sites, with support from two SMEs. Earlier, as a Senior QA Analyst and QA Analyst at Amazon Kindle Publishing, I worked on test plans, defect reduction, and process improvement using Six Sigma, Lean, and root-cause analysis.
Experience
Work history, roles, and key accomplishments
Led a customer-obsessed operations team of 30+ associates, serving as primary point of contact for 15+ B2B enterprise accounts. Reduced customer contacts and escalations by 30% and improved response effectiveness by 85% through process redesign and an AI-powered query resolution program.
Gathered and analyzed business requirements, translating them into test scenarios and validation strategies. Applied Six Sigma, Lean, and root-cause analysis principles to reduce defect rates and improve product quality.
Analyzed business requirements and contributed to test strategies and validation approaches. Designed and executed test cases to ensure product quality and reliability across release cycles.
Education
Degrees, certifications, and relevant coursework
LinkedIn Learning
Certifications, Professional Development
2022 - 2024
Completed professional development courses including Six Sigma Green Belt, Lean Six Sigma Foundations, Scrum Master, Project Management for Leaders, Root Cause Analysis, and Conflict Resolution for PMs.
Hindustan University
Bachelor of Technology, Civil Engineering
2013 - 2017
Bachelor of Technology in Civil Engineering from Hindustan University, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Interested in hiring Rajalakshmi?
You can contact Rajalakshmi and 90k+ other talented remote workers on Himalayas.
Message RajalakshmiGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
