Open to opportunities

Ripsee Randi

@ripseerandi

Message

Operations and service delivery leader improving workflows and measurable operational performance.

India

Message

What I'm looking for

I’m looking for an operations or service delivery role where I can drive SLA-compliant execution, optimize workflows with measurable KPIs, automate routing/QA, and continuously improve performance in high-volume environments with strong stakeholder collaboration.

I’m an Operations, Program, and Project Management professional with 12+ years of overall experience and 5+ years coordinating service delivery across cross-functional teams. I focus on measurable outcomes—reducing operational backlog, improving turnaround time, and implementing scalable process improvements in high-volume environments.

In my current role, I coordinate delivery across 100+ client accounts and 40+ team members, manage 500+ weekly tasks with SLA compliance, and delivered a 75% backlog reduction (800 → 200) in 2 months. I redesigned processes to improve turnaround time from 26 days to 11 days, built operational dashboards for TAT and capacity planning, and implemented workflow automation for task routing and QA checkpoints—while mentoring and training 40 team members to improve productivity by 30%.

Experience

Work history, roles, and key accomplishments

Current

Operations Specialist

Current

Cendyn

Nov 2023 - Present (2 years 5 months)

Coordinated operational task delivery across 100+ client accounts and 40+ team members, managing 500+ weekly tasks with SLA compliance and delivery quality. Reduced operational backlog by 75% (800 → 200) in 2 months and improved turnaround time from 26 days to 11 days through queue prioritization, workflow optimization, and automation.

Service Delivery Workflow Optimization SLA Management Capacity Planning Workflow Automation Stakeholder Management Process Improvement

Transportation Specialist

Amazon Development Centre

Jun 2022 - Nov 2023 (1 year 5 months)

Managed transportation operations workflows, ensuring SLA adherence and issue resolution. Optimized resource allocation across Amazon and third-party hubs to improve operational throughput, and served as a Certified Training Ambassador to onboard and mentor new hires.

Transportation Operations Service Delivery SLA Management Resource Allocation Throughput Mentoring Process Improvement

SDS Associate (Tier-2)

Amazon Development Centre

May 2021 - Jun 2022 (1 year 1 month)

Resolved incident management and appeals across international marketplaces while collaborating with cross-functional teams to improve operational resolution processes. Trained new associates on incident management workflows.

Incident Management Appeals Tier 2 Support Operational Resolution Cross Functional Collaboration International Market Operations Process Improvement Case Management

Customer Support Associate

Amazon Development Centre

Oct 2020 - May 2021 (7 months)

Handled high-volume customer cases while ensuring compliance with operational guidelines and service standards. Delivered consistent support aligned with established service processes.

Customer Support Case Management Compliance Service standards Service Delivery Ticket Resolution Workflow Follow Through Quality Assurance

Lecturer, Project Coordination

St. Theresa’s College

Jun 2011 - May 2020 (8 years 11 months)

Led academic projects and supervised multiple student research teams, coordinating departmental academic resources. Mentored and coached student batches while supporting ongoing project execution and outcomes.

Academic Operations Project Coordination Teaching Mentoring Stakeholder Management Resource Coordination Program Delivery Continuous Improvement