Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nishanth Nelapatla

Hyderabad

Summary

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. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience

Work History

Group Manager

Amazon
09.2021 - Current
  • Coaching and Knowledge Building: Effective at coaching and giving feedback to direct reports to help develop talent and support career development. Identify training and upskilling within respective team. Analyze workflow data and translate findings into additional training, as needed.
  • Decision Making: Perform complex work that requires independent research and interpretation of processes and policy from both internal and external sources in ambiguous circumstances. Ability to prioritize multiple inputs and initiate course corrections for team in a complex, fast-paced environment.
  • Problem solving: Partner with stakeholders to quickly resolve escalations, track defects, document and share best practices to drive improvements. Respond to escalations, providing root cause analysis and implement solutions. Develop remediation plan and drive to resolution.
  • Data analysis: Analyze data to create business cases, influence policy and drive enhancements. May also include presentation of policy and process changes to senior level leadership. Analyze results and remove roadblocks for peers/team.
  • Continuous improvement: Understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity, and development of Specialists and other internal customers across PXT and Operations.
  • Expertise: Acts as a subject matter expert for customers, team and vendors. Knows and works with outside sources to develop interpretations and solutions for complex issues. Has deep knowledge in process, with the ability to understand and complete process workload when necessary.
  • Customer service: Interface with various levels of the organization to identify and resolve both internal and external gaps. Respond quickly and accurately to questions from team, internal business partners, and customers including high level leadership teams.
  • Workflow and Escalation Management: Manage process workflows for a team of Appeals Advisors. Ensure that services are delivered to sites in a timely and defect-free manner – monitor against service level agreements. Respond to and resolve all escalations for assigned region.
  • Shift management: Provide training and guidance to team to deliver an excellent experience for our customers. Manage workflow and coordinate with other Appeals Team Managers to ensure seamless handoffs and an even distribution of tasks.

Team Manager

Amazon
04.2017 - 09.2021
  • Manages team size of 20 to 25 CS Associates.
  • Executes plans for team to perform tasks related to multiple workflows in a well-defined process area.
  • Ensures data workflows are quality compliant. Analyzes data, SIM issues, and metrics. Highlights trends, gaps, etc. Provides status reports.
  • Identifies risks and ensures escalations reach the right people. Adherence to confidentiality and compliance requirements
  • Responsible for known SLAs and task completion targets (within provided capacity) for specific customers.
  • Works with internal/ external teams and uses his/her knowledge and expertise to execute business goals
  • Uses data to set/revisit operational goals and manage activities
  • Manages escalation/ complex tickets; analyzes data; highlights trends, gaps, etc.; and reports key metrics
  • Presents data in business meetings/reviews
  • Design and implement process improvement projects that impact team level performance. Participates in new workflow roll out project’s teams.
  • Coaching direct reports on demonstrating leadership principles in their role.
  • Assigns appropriate challenging work to employees to develop & prepare them for larger roles.
  • Provides team guidance on work types and prioritization. Work of team primarily focuses on straightforward, well-defined objectives, but may take on ad hoc and ill-defined requests.
  • Devises and implements performance improvement plans for associates. Provides regular coaching and feedback to direct reports with regard to quality, performance, behavior and career development.
  • Performance manages team based on metrics & deliverables on a regular basis, and make decisions on hiring & firing.
  • Holds team members accountable for performance based on metrics and adherence to rules and guidelines.

Team Lead

Amazon
10.2015 - 03.2017
  • Observed packing operations to verify conformance to specifications.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Devised and implemented processes and procedures to streamline operations.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Coached team members in techniques necessary to complete job tasks.

Customer Service Associate

Amazon
08.2014 - 09.2015
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Cultivated lasting client relationships through consistent reliability and dedication towards achieving mutually beneficial results.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.

Senior Team Member

Bank Of America
06.2012 - 07.2014
  • Championed best practices within the team, leading by example through adherence to company policies and procedures.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Addressed and resolved customer complaints in polite and professional manner.

Education

Bachelor of Science - Computer Science

ST.Mary's College
Hyderabad, India
2011

Skills

  • Leadership
    - Experienced directly leading leaders of people
    - As a leader of leaders understands how to nurture and develop leadership skills
    - Strong listening skills
    - Positive communicator who understands when necessary how to have tough conversations
    - Knows and communicates the Amazon mission, vision and strategy
    - Ability to confidently facilitate team discussions and communicate business messages
    - Maintains a high level of professionalism and is approachable
    - Handle the career growth and development of the Customer Support team by driving focus on Amazon’s Leadership Principles
    - Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
    Operational Delivery
    - Understands and owns the controllable elements of service level delivery
    - Developing and achieving performance goals and objectives in order to achieve customer support expectations
    - Ability to use data and insights to prepare metric reviews
    - Creates operational plans to support peak ramp up and down as well as readiness for business launches
    - Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
    - Builds plans to test and experiment new approaches to service delivery
    - Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
    - Solving complex customer support issues and proactively heading off negative service trends

    Continuous Improvement
    - Leads and participates in Kaizen events to improve the customer and associate experience
    - Uses data to identify areas of ongoing improvement in how service is delivered
    - Takes action on issues escalated from within the team, works with the rest of the business
    - Identifying and eliminating root cause barriers to accuracy, productivity, and quality
    - Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

Accomplishments

  • Won Employee of the Year as Customer Service Group manager in 2021,2022.
  • Won Employee of the Year as Customer Service Team Manager in 2019,2020.
  • Won People Manager award as Customer Service Team Manager in Q1-2020, Q2-2020, Q3-2020, Q4-2020.

Timeline

Group Manager

Amazon
09.2021 - Current

Team Manager

Amazon
04.2017 - 09.2021

Team Lead

Amazon
10.2015 - 03.2017

Customer Service Associate

Amazon
08.2014 - 09.2015

Senior Team Member

Bank Of America
06.2012 - 07.2014

Bachelor of Science - Computer Science

ST.Mary's College

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Nishanth Nelapatla