Travelling
Hazel Mary Shetty
Manager - Operations
Hyderabad
Summary
Strong leader and problem-solver dedicated to streamlining operations and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented leader with strong organizational skills with the ability to handle multiple projects simultaneously with a high degree of accuracy. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Manager
Infosync
03.2024 - Current
- Led Weekly, Monthly and Quarterly Business Reviews.
- Head the Bank, Cash Verifications and Revenue Team in India. A team of 82 Senior Executives and Subject Matter Experts, with 6 Team Leaders.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Facilitated change management initiatives throughout the organization by providing guidance on transitioning processes and procedures effectively.
- Established strong relationships with stakeholders involved in the transition process to facilitate collaboration and problem solving.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced reporting accuracy by streamlining data collection processes and implementing quality control measures.
Assistant Manager
InfoSync
03.2023 - 02.2024
- Led a Project for Tax Reviews successfully and moved to managing the Bank and Cash Verifications Team.
- Head the transition for the Revenue team to India.
- Enhanced team collaboration in SOP development through regular communication and feedback sessions.
- Played an integral role in the development and implementation of project quality assurance measures, resulting in improved outcomes and greater client satisfaction.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Facilitated smooth project handovers to clients by ensuring thorough documentation and comprehensive training sessions.
- Enhanced team collaboration through regular meetings, clear communication, and shared goalsetting.
- Ensured client satisfaction through consistent communication, providing updates on progress and addressing concerns promptly.
- Evaluated the effectiveness of existing SLAs and proposed revisions to better serve the needs of both internal and external stakeholders.
- Streamlined processes for increased efficiency, resulting from thorough analysis of existing workflows.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Facilitated cross-departmental collaboration, fostering a culture focused on continuous improvement and shared success.
- Conducted thorough assessments of employee performance, identifying strengths and areas for growth.
ERC Team Manager /HR Manager
Amazon
04.2022 - 09.2022
- Managed a team for Leave and Disability space. Set the vision, direction, and culture of the team by managing team performance expectations and goals, maintaining singular focus on ensuring and improving employee satisfaction.
- Responsible for responsible for all people development and operations objectives for ERC DLS.
- Coached and mentored the team to ensure performance objectives are met, building positive employee relations, and building leadership strength within ERC DLS.
- Guided leaders and employees on company policies, programs, benefits and salary administration.
- Drove quality and productivity of team to deliver a consistent bar raising employee experience.
- Developed focused training programs, leadership pipeline and succession plans.
- Implemented standardized programs and policies, driving smooth operations, employee retention and engagement.
- Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
- Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention.
- Motivated employees through special events and incentive programs.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Led decision-making and implementation of HR policies, procedures, programs and functions.
- Managed employee disputes by employing conflict resolution techniques.
- Recommended, initiated and finalized HR actions regarding faculty and staff position management, compensation and employment postings, hiring proposals and new hire onboarding.
- Track and Manage salaries, deductions, vacations and sick leaves.
- Assisted in developing and implementing training programs to improve the quality and productivity of the team.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Quality Management by regular quality audits followed by feedback and coaching.
- Reporting daily, weekly,monthly and quarterly performance.
D2AS Team Manager
Amazon
05.2021 - 03.2022
- Drove operational improvements and worked on projects to reduce TAT to customers.
- Managed quality assurance, including on-site evaluations, internal audits and customer surveys.
- Handled escalation and feedback calls to address customer inquiries and concerns.
- Managed team performance and provided regular feedback and support.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Approved regular payroll submissions for an average of 15 employees within MyTime.
- Resolved problems, improved operations and provided exceptional service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Quality Management by regular quality audits followed by feedback and coaching.
- Reporting daily, weekly,monthly and quarterly performance.
D2AS Advanced Technician
Amazon
10.2018 - 05.2021
- Provided account and application support to customers, specifically with regards to software functionality and troubleshooting of system configurations and network settings.
- Provided real-time contact support for tier 1 D2AS associates.
- Handled tier 2 - technically complex or undocumented contacts (Transfers from Tier 1).
- Supported tier 1 associates with concession exceptions (Peer-to-Peer functions) and resolved contacts in which customers requested an escalation.
- Worked on identifying contact drivers and potential recurring issues, and created the link between the operations, and the escalation and ticketing teams
- Performed reach outs for negative reviews to understand the customer need better.
- Acted as an advocate for our customer, reporting and acting on observed areas for improvement, including feedback to ensure internal pages are updated.
- Assumed responsibility for developing detailed knowledge about specific product lines and features.
VCS Training Specialist
Amazon
05.2019 - 10.2019
- Trained and managed performance of New Hires during their first 6 weeks with Amazon for VCS.
- Published Knet completion reports for courses assigned to new hires across VCS india.
- Built RAG analysis reports based on findings from deep dive during contact audits.
- Conducted cross skill training sessions for CSAs.
- Collaborated on building the Training mentor pilot SOP which served as the guide for the training mentor program for VCS in 2019.
- Used coordination and planning skills to achieve results according to schedule.
D2TS Sr Associate International Phones
Amazon
03.2018 - 11.2018
- Collaborated with team members to achieve target results.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in team-building activities to enhance working relationships.
- Improved operations through consistent hard work and dedication.
- Increased customer satisfaction by resolving issues.
- Worked flexible hours across night, weekend and holiday shifts.
D2TS Associate
Amazon
09.2016 - 02.2018
Holiday Sales Executive
Aira Technologies
03.2014 - 01.2016
Event Management Executive
Send My Gift
06.2013 - 02.2014
Education
High School Diploma -
Kamala Memorial High School
Hyderabad 04.2006 - 03.2007
Higher Secondary Certificate - Civics, Economics And Commerce
Little Flower Junior College
Hyderabad 06.2007 - 05.2009
Skills
KNet Administrator (Publishing reports, creating and assigning tests, etc)
MS Office
Stakeholder Management
People Management
Managerial experience
Project manager supervision
Hiring/ Recruitment
Training
Performance Management
Capacity Planning
Transition Management
UKG Administrator
Operations Management
Accomplishments
- Diamond Award winner - 2017
- Customer Obsession award winner - April 2017
- Customer Delight Ambassador winner - May 2017
- Best Wow Story winner - 2018
- Ninja Turtle award winner (Customer Obsession Award) - April 2018
- Doraemon award winner (Best WOW story) - May 2018
Interests
Timeline
Manager
Infosync
03.2024 - Current
Assistant Manager
InfoSync
03.2023 - 02.2024
ERC Team Manager /HR Manager
Amazon
04.2022 - 09.2022
D2AS Team Manager
Amazon
05.2021 - 03.2022
VCS Training Specialist
Amazon
05.2019 - 10.2019
D2AS Advanced Technician
Amazon
10.2018 - 05.2021
D2TS Sr Associate International Phones
Amazon
03.2018 - 11.2018
D2TS Associate
Amazon
09.2016 - 02.2018
Holiday Sales Executive
Aira Technologies
03.2014 - 01.2016
Event Management Executive
Send My Gift
06.2013 - 02.2014
Higher Secondary Certificate - Civics, Economics And Commerce
Little Flower Junior College
06.2007 - 05.2009
High School Diploma -
Kamala Memorial High School
04.2006 - 03.2007