NAVEEN KUMAR B
Pollachi,Tamil Nadu
Summary
A highly motivated, confident and versatile professional with over 7 years of experience in Retail E-Comm operations, delivering world class services to the clients. Seeking a challenging role bearing managerial responsibilities which contributes to growth and goals of the company by leveraging my expertise across service lines. Strong team player with extensive cross-functional exposure working towards the customer satisfaction by taking accountability of the associate's actions.
Overview
2025
2025
years of professional experience
Work History
Catalog Manager
Amazon
Bengaluru, Karnataka
07.2022 - Current
- Team Management: Managed a team of 25 associates across L2 and L3 levels with: (1) >98% capacity utilization against the target of 90%; (2) 3.8/5 against Amazon wide baseline of 3.5/5; (4) Groomed & Promoted 5 (L2 to L3) & 5 (L3 to L4) Associates to next level in 12 months with 20% promotion rate against the Org rate of 10%.
- Operational Goals: Achieved the yearly goal of achieving Avg IDQ score of 73% with +200 Bps varaince by Eo 2023. Provided Assistance to the AMs in helping the vendor achieve PL Status to generate higher revenue.
- Operational efficiency: Drove process improvement ideas and AHT re-baselining activities which helped achieve an ops efficiency of 2 HCs.
- Performance Management: Maintained team's avg productivity of >115% against the target of 100% and avg quality of >99.7% against the target of 96% with 100% of the team meeting the functional goals for the year.
- Program Management: Reported all the Key metrics for the program and managed WBR's, MBR's, QBR's, Monthly process reviews, weekly/monthly flashes and Goal reviews.
- Building solutions: Overseen the LSS GB projects of L4 in the team to rectify upstream defect elimination in Lead qualification by eliminating 2) building Automation solution (ML model) to carry out operational tasks like identification and qualification of leads 3) Incorporated ZEUS platform to monitor operational metrics like productivity , Associate availability for more than 6 workflows.
- Other Activities : Have been a part of different groups Diversity, Equity and Inclusion (DEI), Engagement POC for RVR team conducting monthly & Quaterly engagement activities across Europe and IN node.
CS Team Manager
Amazon
Coimbatore, Tamil Nadu
09.2020 - 06.2022
- Write up Root Cause Analysis for any issues that might/would affect the customer experience and work closely with teams to resolve the same.
- Ensuring that the Associates are being compliant with policies and SOPs while handling contacts and meeting the productivity and quality metrics.
- Manage SLA of the teams on floor on real-time and and escalate any systemic issues to the right POC/ teams to avoid Top severity impact.
- Respond to Trouble Ticket on time based on severity to ensure SLA is met to resolve issues at hand.
- Provide Coaching Plans and take calls on callouts as needed and guide lined by HR Disciplinary grid.
- Work on process and business improvement ideas through projects in accordance Customer Excellence System Model with ACES team (Amazon Internal) to implement it
CS Resolution Specialist
Amazon
- Supported specialized teams like IN PRIME and PRIME NOW.
- Been a Trainer On Demand(TOD) for Quality & Training for 4 months handling New Hire Trainee batches with a Graduation throughput of 100% and First Pass Yield of 70%
- Trained over 70 associates across the country through virtual medium on how to handle escalation contacts.
- Been a part of the Transportation Team on-site level event and conducted events like Family Day in the site.
CS Associate
Amazon
04.2017 - 07.2018
- Inbound customer service support for India and US countries.
- contribute to process improvement ideas
Process Associate
KGISL India Pvt Ltd
08.2015 - 02.2017
- Company Overview: The company mainly focuses on Selling Process of Telecommunication services all over the US
- I started my career after my Graduation
- Had a great Learning experience on Time management and work towards metrics derived performance as a result of quick learning understanding US customer got promoted to the next level as Process Associate within 6 months
Education
B.E - ΕΕΕΕ
Akshaya College of Engineering And Technology
Coimbatore08-2015
PKD Matriculation Hr Sec School
Skills
- Transition Management
- Quality & Process Excellence
- Project/People/Process Management
- SLA Management
- Maintenance Planning and Scheduling
- Floor Management
- Expansion Projects Execution
- Total Productivity Management
- Stakeholder Management
- Escalation Management
- Vendor contact management
- Human Resource Management
- Catalog creation/Management
Hobbies and Interests
Bike riding., Tasting different cuisines of food., Watching Movies.
Languages
- Tamil (Read, write & speak)
- English (Read, write & speak)
- Malayalam (Speak)
Personal Information
Date of Birth: 04/08/1994
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Catalog Manager
Amazon
07.2022 - Current
CS Team Manager
Amazon
09.2020 - 06.2022
CS Associate
Amazon
04.2017 - 07.2018
Process Associate
KGISL India Pvt Ltd
08.2015 - 02.2017
CS Resolution Specialist
Amazon
B.E - ΕΕΕΕ
Akshaya College of Engineering And Technology
PKD Matriculation Hr Sec School
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