sushmitha sureshbabu
@sushmithasureshbabu
Service Delivery Manager at Amazon India who managed customer support teams and stabilized performance across key KPIs.
IndiaWhat I'm looking for
At Amazon India, I managed customer support operations across voice, chat, and email for domestic and international customers.
I managed teams of around 20 associates and worked toward CSAT, quality, productivity, and attrition targets. I also handled customer contacts directly and supported manager-level escalations through case analysis and resolution support.
I drove performance recovery with structured coaching, feedback, and targeted improvement plans, while maintaining service quality and SLA adherence during peak business periods.
I received a quarterly Best Manager Award for delivery excellence and team performance, and an Inclusion Ambassador Award for promoting LGBTQ+ awareness and an inclusive workplace. I’m seeking work-from-home roles in Service Delivery, Customer Success, or Operations Management.
Experience
Work history, roles, and key accomplishments
Team Manager – Customer Operations
Led customer support operations across voice, chat, and email channels, managing teams of ~20 associates. Drove performance recovery through coaching and ensured SLA adherence during peak periods.
Education
Degrees, certifications, and relevant coursework
NGP College of Engineering
Bachelor of Engineering, Engineering
Bachelor of Engineering degree from NGP College of Engineering, Coimbatore.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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