YASH RANA
Pune
Summary
Customer-focused, Dynamic, results-oriented Assistant Manager with 8 years of experience in customer service and operations management. Adept at leading teams, enhancing customer satisfaction, and driving process improvements. Management professional with track record of effective team leadership and operational oversight. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and fostering positive work environment.
Overview
8
8
years of professional experience
Work History
Assistant Manager
Kohler Co.
11.2022 - Current
- Manage a team of 25-30 associates in the customer service department
- Develop and implement customer service procedures, policies, and standards
- Drive customer satisfaction goals, coordinating with teams to achieve consistent results
- Recruit, mentor, and develop customer service agents, fostering a positive work environment
- Spearheaded ISO standards registration for customer service, ensuring compliance across the team
Team Leader
Kohler Co.
11.2021 - 11.2022
- Set up a pilot batch for the Mira Showers business vertical
- Facilitated continuous process improvement by maintaining close contact with UK stakeholders
- Expanded team capabilities through cross-training on the US-KBNA process
- Ensured the team consistently met business KPIs, including CSAT, Quality score, and AHT
Resolution Specialist
Amazon
10.2018 - 11.2021
- Managed performance for a team of 10-15 associates
- Conducted regular 1-on-1 sessions, addressing performance or process-related issues.
Sr. Associate S&R (Search and Rescue)
Amazon
04.2017 - 10.2018
- Conducted deep dives into issues impacting customer experience
- Resolved escalated issues, including those raised to Amazon's CEO and higher management
- Represented Pune site as a SME during Amazon India's Kaizen month (March 2017)
Education
Bachelor of Engineering - Mechanical
Marathwada Mitra Mandal Institute of Technology
01.2016
Skills
- Leadership & Team Management
- Stakeholder Management
- Emotional intelligence
- Strategic & Design Thinking
- SAP
- Decision-making
- Project management abilities
- Recruiting and interviewing
Timeline
Assistant Manager
Kohler Co.
11.2022 - Current
Team Leader
Kohler Co.
11.2021 - 11.2022
Resolution Specialist
Amazon
10.2018 - 11.2021
Sr. Associate S&R (Search and Rescue)
Amazon
04.2017 - 10.2018
Bachelor of Engineering - Mechanical
Marathwada Mitra Mandal Institute of Technology
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