Vinal Bulbule
Team Manager
Hyderabad
Summary
Dynamic and results-driven Team Manager with over 11 years of experience in the e-commerce sector, including 7 years of leading high-performing teams. Proven expertise in driving team success, optimizing operational processes, and delivering exceptional project outcomes. Skilled in setting strategic goals, developing innovative solutions, and providing impactful training and mentorship. Known for excellent communication, time management, and leadership abilities, with a strong commitment to understanding and excelling in various business areas. Dedicated to achieving excellence and fostering continuous growth within teams and projects.
Overview
12
12
years of professional experience
Work History
Operations Team Manager
Amazon Development Centre
07.2012 - Current
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Managed key projects from inception to completion, delivering results on time and within budget constraints.
- Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines.
- Reduced operating costs by identifying areas of waste and implementing cost-saving measures.
Customer Service Team Manager
Amazon
04.2017 - 07.2020
- Manage the operations floor on a day to day basis covering approximately 20 -30 Associates and Subject Matter Experts
- Build daily and weekly status reports from metrics databases for communication to stakeholders
- Heading the Peak Readiness Plan every year by coordinating with stakeholders and understanding the Inflow/HC requirement and create a plan accordingly.
- Track metrics around quality and productivity
- Ensure productivity is maximized through supervision, analysis and feedback of transcriber performance data on a periodic basis
- File and track tickets and follow up on blocking or productivity impacting issues
- Coordinating with the HR team to escalate issues when the need arises
- Maintain constant communication through daily huddles and provide regular feedback to the team and have monthly formal 1:1 with direct reports
- Manage people effectively to maintain a highly motivated and top performing work force
Customer Service Representative Team Lead
Amazon
11.2014 - 04.2017
People & Performance Management: Manage a team of 15-30 associates, responsible for overall performance, coaching and development of aligned employees.
Reporting and Analysis: Report performance vs goals at a daily/weekly level. Clearly callout risks, opportunities and support required to improve overall KPI's
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.
Customer Service Associate
Amazon
07.2012 - 07.2014
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Education
Bachelor of Computer Applications - Computer And Information Sciences
Inamdar Degree And Post Graduate College
Gulbarga, India 04.2001 -
Skills
Performance Management
Timeline
Customer Service Team Manager
Amazon
04.2017 - 07.2020
Customer Service Representative Team Lead
Amazon
11.2014 - 04.2017
Operations Team Manager
Amazon Development Centre
07.2012 - Current
Customer Service Associate
Amazon
07.2012 - 07.2014
Bachelor of Computer Applications - Computer And Information Sciences
Inamdar Degree And Post Graduate College
04.2001 -
Projects & Launches
- Offroad MU Chat Launch: Led the pilot phase, expanded team, and managed daily metrics and SOP updates.
- DS Comms ACHT Improvement: Reduced Average Handle Time (ACHT) from 6:06 mins to 4:04 mins through strategic initiatives.
- Ticketing Mechanism: Streamlined resolver groups, resolving 3,785 SIMs across various queues.
- Follow-Ups Management: Tracked aging and missed follow-ups, providing regular updates and compliance data.
- Amazon Home Services India Launch: Coordinated launch activities and team integration for Home Services in India.
- 100% Dial-Up for Large Appliances Orders: Implemented a complete dial-up system for return pickups.
- Open Box Deliveries Launch: Initiated and managed the launch of Open Box Deliveries for Large Appliances.
- Bilingual Skill Launch for IN NEMO: Rolled out bilingual support for Large Appliances Team.
- Wiki Page Creation for IN Large Appliances: Developed and maintained a comprehensive Wiki page for the team.
- Unified Installation Launch in India: Launched integrated product delivery and installation services.
Team Launches
- MU Chats for SDS Offroad: Set up MU chats, conducted training, and onboarded associates and TMs.
- Large Appliances Team at PNQ: Established the team, managed training, onboarding, and peak planning.
- North America Payments Team at HYD-20: Set up team operations, capacity planning, and resolved roadblocks.
Certifications
Making Great Hiring Decisions (MGHD)
Toward Culture
Effective Narrative Writing
Influencing without Authority
Technical Skills
• MS Office, MS Excel, SharePoint
• WordPress Website design
• Tablue
• Alchmey
• ETL
Projects & Launches
- Offroad MU Chat Launch: Led the pilot phase, expanded team, and managed daily metrics and SOP updates.
- DS Comms ACHT Improvement: Reduced Average Handle Time (ACHT) from 6:06 mins to 4:04 mins through strategic initiatives.
- Ticketing Mechanism: Streamlined resolver groups, resolving 3,785 SIMs across various queues.
- Follow-Ups Management: Tracked aging and missed follow-ups, providing regular updates and compliance data.
- Amazon Home Services India Launch: Coordinated launch activities and team integration for Home Services in India.
- 100% Dial-Up for Large Appliances Orders: Implemented a complete dial-up system for return pickups.
- Open Box Deliveries Launch: Initiated and managed the launch of Open Box Deliveries for Large Appliances.
- Bilingual Skill Launch for IN NEMO: Rolled out bilingual support for Large Appliances Team.
- Wiki Page Creation for IN Large Appliances: Developed and maintained a comprehensive Wiki page for the team.
- Unified Installation Launch in India: Launched integrated product delivery and installation services.
Team Launches
- MU Chats for SDS Offroad: Set up MU chats, conducted training, and onboarded associates and TMs.
- Large Appliances Team at PNQ: Established the team, managed training, onboarding, and peak planning.
- North America Payments Team at HYD-20: Set up team operations, capacity planning, and resolved roadblocks.
Certifications
Making Great Hiring Decisions (MGHD)
Toward Culture
Effective Narrative Writing
Influencing without Authority
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