Durgeshwari Srivastava

- Implemented effective problem-solving and analytical strategies to identify productivity challenges at the skill level, enhancing the metrics to 40% in just two months.

- By developing a structured feedback mechanism in collaboration with the quality team achieved 76% reduction in disputes.

- Planned and executed the training cycle for the new cohort of 55 associates, combining FTC & FTEs, resulting in a 98% graduation rate.

- Designed an outlier mechanism to enhance skills efficiency, achieving a 1 minute 42-second improvement within two weeks.

- Leading a team of 15-20 associates, managed real-time customer concerns across Twitter, Instagram, and Facebook, ensuring smooth resolutions and enhancing customer experience.

- To drive team's performance, established weekly KPI targets, motivating and empowering staff to exceed expectations. Also, encouraged continuous skill development, optimizing assignments based on individual strengths.

- Through ILT sessions, guided associates in adapting to new efficiency tools launched globally, identifying challenges, and escalating systematic issues to stakeholders.

- Contributed to refining the coaching framework for L3 associates enhanced Quality by 10%.

- By working closely with global stakeholders, contributed to streamlining processes, refining escalation mechanisms, and improving delayed escalations.

- Played a role in content creation for success stories within the IN marketplace.

- Recognized for leadership, was nominated for Buddy mentorship under the Embark program to support new TMs.

- Facilitated hiring closures for L3 Resolution Specialists, overseeing interview screenings, salary discussions, and final announcements.

- Led and supported a team of 20-30 members (L2 & L3 - Escalations), ensuring consistent performance across multiple operational units (NA, UK, IN) and various contact mediums including phones, chats, and emails.

- Conducting performance reviews, facilitating team discussions, and implementing individual development plans, supported to drive professional growth and operational efficiency.

- Partnering with the Program Team, identified process gaps, developed solutions to complex challenges, and integrated automation to enhance workflow efficiency.

- Spearheaded end-to-end internal job posting for Resolution Specialist (L3), overseeing assessments, communication rounds, and personal interviews for 267 associates.

- As a key member of the Embark program (L&D), played a pivotal role in planning and execution, leveraging data-driven insights to mentor newly hired managers. Also, provided comprehensive training, equipping them with the necessary expertise for day-to-day responsibilities while offering insights into both functional and operational aspects essential for business success.

- Actively contributed to initiatives aligned with company goals and strategy, supporting Holiday Team managers and newly hired team managers through structured up-skilling programs.

- Through ILT sessions, facilitated targeted learning, strengthening process knowledge.

- With extensive experience in data analysis, identified operational challenges and escalated systematic issues to drive improvements.

- Recognizing the Amazon culture of appreciation, introduced and led a reward and recognition mechanism for L3 (Helpline & CASE) associates, celebrating individual contributions and excellence.

- Assessed and addressed customer needs, providing solutions for logistics and order-related queries to ensure smooth experiences. With expertise across Amazon.in and Amazon.com, I delivered comprehensive support in multiple domains.

- Additionally, gained hands-on experience in training and development, serving as a Department Specialist Trainer (DST) and Subject Matter Expert (SME), contributing to employee skill growth and operational improvement.