VM

Career journey

From frontline service to operational leadership.

A career built through direct customer understanding, progressive people leadership, analytical rigor, and ownership of increasingly complex global operations.

9+ years of experience, including 8+ years of formal and informal people leadership.

August 2025 — PresentBengaluru
01

NAVEX

Associate Manager, Web Services

Leads the Customer Interface team, overseeing daily operations, workload priorities, KPI performance, escalations, hiring, onboarding, and team growth.

  • Partners with Product Engineering and Business Systems to remove blockers and support customer implementations.
  • Improved deliverable accuracy by 6.1% beyond target and reduced requirement-gathering turnaround from 1.9 to 1.1 days — a 42% reduction.
  • Implemented Salesforce workflow automation and led an innovation hackathon producing six implementation-ready initiatives.
  • Supports strategic expansion of the India GCC through operational metrics, hiring, and team development.
May 2021 — August 2025Bengaluru
02

Amazon

Customer Service Delivery Manager

Led 25–125+ service professionals across markets supporting Kindle, Alexa Devices, Amazon Video, Amazon Music, Amazon Pay, and Ecommerce.

  • Maintained 95%+ SLA adherence and achieved 100% SLA/TSL performance while managing peak operations for 120+ associates.
  • Built automated KPI dashboards in AWS QuickSight and trained 30+ managers, earning the Peer Mentor Award.
  • Led high-volume hiring across 8+ off-campus recruitment events and achieved the highest selection rate in India.
  • Earned three Outstanding Leadership Awards, two consecutive Exceeds High Bar ratings, and Role Model recognition.
  • Owned Cost per Contact reporting, business reviews, quality, compliance, career development, and operational risk initiatives.
July 2019 — May 2021Bengaluru
03

Amazon

Resolution Specialist

Led 8–10 associates while managing escalations, policy-based resolutions, performance support, and sensitive customer and associate cases.

  • Received the Best Mentor Award twice for associate motivation and performance development.
  • Created SharePoint sites for rewards, concession escalation, and compliance governance.
  • Supported concession and non-value-added-work reduction through contact validation and analysis.
  • Delivered process training for new hires and cross-trained teams while serving as a subject matter expert.
July 2017 — July 2019Bengaluru
04

Amazon

Customer Service Representative

Supported US marketplace customers with order, product, payment, and website queries.

  • Recognized for customer obsession, policy adherence, performance, and attendance.
  • Selected to lead eight associates for nine months before progressing to Resolution Specialist.

Foundation

Credentials & toolkit

Formal learning paired with hands-on delivery across business intelligence, workflow, collaboration, and AI.

Certifications

Lean Six Sigma Black Belt · Oracle Cloud Infrastructure 2024 Generative AI Certified Professional · PMI Fundamentals of Predictive Project Management · Amazon Program Management Essentials · MLU for Leaders · Human Skills for Managers · Certified LabVIEW Associate Developer · McKinsey.org Forward Program

Tools & technology

AWS QuickSight · Power BI · Salesforce · Power Automate · Amazon Connect · JIRA · Asana · Confluence · SharePoint · Prompt engineering · RAG · RLHF

Education

Bachelor of Engineering (B.E.) in Electrical and Electronics Engineering · Mahendra Engineering College, India · CGPA 8.5