Deepalakshmi Thinakaran
Chennai
Summary
Operations Team Manager with 4+ years of experience in leading teams, drive performance and quality, identifying challenging systemic issues and implementing solutions successfully. Aiming to leverage my abilities to enhance organizational productivity and achieve company goals.
Overview
5
5
years of professional experience
Work History
Team Manager
Amazon Development Centre
09.2020 - 03.2022
- Lead and develop skill set of a team of 15-25 Associates with varying levels of experience handling customer concerns, responsible for overall management and evaluation of the performance delivered.
- Carry out managerial responsibilities in accordance with Amazon's work culture along with additional responsibility of collaborating with hiring team to review candidate skills and schedule and interview potential new hires.
- Analyzed and measured employee work performance for appropriate recognition or to take disciplinary action.
- Worked closely with Associates, Customers and Technical stakeholders of Amazon to resolve issues and provide hassle free service for Customers and better work platform for Associates.
- Lead Site level and Network level initiatives on unforeseen issues that impact the overall performance.
- Developed training modules and documentation to train and upskill Associates post classroom training phase.
- Facilitated month-end closing processes, meetings, attendance entries and conducted quality, timely performance feedback and performance appraisals.
Resolution Specialist
Amazon Development Centre
06.2017 - 08.2020
- Guided Customer Service Associates on providing best hassle free resolution for customer issues.
- Administered performance of a team of 15-25 Associates handling retail and technical issues of customers and drive quality metrics.
- Handle Customer escalations and open tickets to appropriate departments to resolve the issue.
- Acted as liaison between Associates and quality team to assure all resolution provided are in compliance to policies.
- Partnered with Operations and training team to skill train Associates during and post classroom training.
- Attended management meetings to record new directives and information, offering insights and suggestions to improve procedures.
Education
Bachelor of Engineering - Electrical And Electronics Engineering
Tagore Engineering College
Chennai04-2017
Skills
- Communication and Interpersonal skills
- Leadership
- Team building and Performance management
- Coaching and Learning
- Problem solving
Timeline
Team Manager
Amazon Development Centre
09.2020 - 03.2022
Resolution Specialist
Amazon Development Centre
06.2017 - 08.2020
Bachelor of Engineering - Electrical And Electronics Engineering
Tagore Engineering College
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