At Amazon India, I managed customer operations teams supporting Amazon Business customers, with responsibility for performance, quality, productivity, and SLA management. I worked with stakeholders to address tool errors, reducing AHT to 7 minutes and helping raise CSAT to 90%–95%.
In Risk Operations (Concession Abuse Prevention), I handled investigations, policy enforcement, and operational controls, maintaining the concession given rate within its 35%–40% target range. I also trained five new-hire cohorts and supported newly promoted team managers.
