At Amazon, I serve as a Functional SME and Operational Lead for Seller Support, where I designed a governance model that reduced Average Customer Handling Time from 17 minutes to 14.45 minutes and raised first-contact resolution from 48.5% to 59%.
I also designed onboarding and training for 100+ team members, reducing time-to-independence from four weeks to one. After identifying €700K+ in annual exposure from a missing-inventory workflow gap, I redesigned the process and secured stakeholder sign-off for an audit-driven policy.
Earlier, at Vodafone India Shared Services, I designed SLA compliance frameworks and monitoring systems that achieved 100% service delivery benchmark adherence. I’m a Certified Scrum Master, and my operational case studies explore workflow mechanics, user journey mapping, and friction in consumer apps and logistics.
