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shalini surana

@shalinisurana

Program Manager and Product Manager at amazon INC. who delivered 100% process automation across three countries in 8 weeks.

United States

Message

At amazon INC., I directed a digital transformation program across Brazil, Mexico, and Canada that achieved 100% process automation in 8 weeks. I also established a business incubation framework that reduced go-to-market cycle time by 44%.

I led development and deployment of an AI-powered self-service chatbot that reduced customer service volume by 30%, and implemented a Knowledge Management framework that automated 51 FTE-equivalent manual processes. Earlier, as a Senior Consultant – Strategy & Operations at Pollard & Associates, I designed talent acquisition strategies for 10 SMB clients, delivering 1,100+ placements.

Experience

Work history, roles, and key accomplishments

Current

Program Owner & Product Manager

Current

Amazon

Jan 2023 - Present (3 years 9 months)

Directed multi-country digital transformation program across Brazil, Mexico, and Canada, achieving 100% process automation in 8 weeks. Led development of AI-powered self-service chatbot, reducing customer service volume by 30%.

Program Management Product Management Digital Transformation Process Automation Risk Management Compliance AI Chatbot Data Analysis Stakeholder Management Agile

Program Manager & Business Continuity Leader

Amazon

Jul 2017 - Dec 2022 (5 years 5 months)

Served as Global Business Continuity Plan leader for critical pay quality and exit processes. Led ticket management system migration, eliminating 20,000 annual redundant tickets and improving operational efficiency by 35%.

Business Continuity Risk Management Process Automation Data Analysis Project Management Compliance Workflow Optimization

Senior Consultant – Strategy & Operations

Pollard & Associates

May 2014 - Jun 2017 (3 years 1 month)

Designed and implemented end-to-end talent acquisition strategy for 10 SMB clients, delivering 1,100+ successful placements. Project managed performance management system redesign, increasing engineering productivity by 30%.

Talent Acquisition Vendor Management Performance Management Data Analysis Customer Relationship Management Strategic Planning