sumana User

I am an Operations Manager with a strong background in project management and team leadership. With a Bachelor of Management and Communications and a Google Project Management Certificate, I have honed my skills in customer relationship management and data analysis. My experience at Amazon has equipped me with the ability to lead teams effectively, achieving significant improvements in customer satisfaction and operational efficiency.

In my current role as a Resolution Specialist, I lead a team of 25 associates, maintaining over 90% accuracy in service level agreements while boosting customer satisfaction scores by 15%. I have successfully implemented strategies that reduced contact handling time by 4.6% and improved customer retention by 10%. My commitment to excellence is reflected in my ability to conduct regular coaching sessions, share performance dashboards, and streamline operations through automation.

As a Subject Matter Expert, I trained new hires for the Amazon Japan support team, focusing on effective communication and cultural sensitivity. My experience in managing high-priority escalations has further strengthened my skills in stakeholder management and compliance. I am passionate about driving data-backed decisions and fostering a collaborative team environment.