Shashank Gajula
Hyderabad,Telangana
Summary
Dynamic and detail-oriented professional with a strong background in quality assurance, training, and customer service at Amazon. Proven track record in improving operational efficiency through effective audit practices and rigorous process evaluations as a Concession Abuse Prevention Specialist and Subject Matter Expert (SME). Exceptional ability to design and deliver impactful training programs, achieving a 97% First Pass Yield in agent graduations. Experienced in creating engaging video content and coordinating high-profile skill launches, such as SG Customer Service and UK SWAT Launch. Adept at collaborating with cross-functional teams to drive quality improvements and enhance customer experience, dedicated to fostering a culture of excellence.
Overview
5
5
years of professional experience
Work History
CAP Trainer
Amazon Development Center
08.2024 - Current
- Successfully trained five batches, achieving an overall 98% First Pass Yield (FPY), demonstrating strong effectiveness in training delivery and knowledge retention.
- Designed and delivered engaging training sessions focused on critical skills and company standards, resulting in high graduation rates.
- Customized training approaches based on batch needs and feedback to optimize learning outcomes and performance.
- Monitored trainee progress closely, providing personalized support to ensure readiness and confidence for the job role.
NA CAP SME
Amazon Development Center
02.2024 - 07.2024
- Successfully guided and supported six batches through their training, resulting in their successful graduation.
- Provided mentorship and insights, helping new hires adapt to company standards and best practices efficiently.
- Monitored agent progress and provided detailed feedback to expedite learning curves and promote continuous improvement.
- Achieved a high success rate in batch graduations by fostering a supportive and engaging learning environment.
NA Transfer Rate Optimization Project
Amazon Development Center
12.2023 - 02.2024
- Conducted in-depth audits focused on optimizing transfer rates, aiming to minimize unnecessary transfers and enhance first-contact resolutions.
- Analyzed patterns and reasons behind high transfer rates, providing actionable insights to reduce transfer frequency.
- Collaborated with cross-functional teams to implement audit findings, improved service efficiency and customer satisfaction.
- Created detailed reports to track progress and measure the impact, contributing to strategic decision -making.
Helpline Resolve Rate Audit and Evaluation Project
Amazon Development Center
10.2023 - 12.2023
- Conducted detailed assessments of helpline resolution rates, focusing on identifying factors impacting successful resolutions.
- Reviewed and analyzed case handling protocols to ensure effectiveness and alignment with service standards.
- Collaborated with teams to document best practices and areas needing improvement, enhancing overall understanding of resolution performance.
- Generated comprehensive reports to support strategic initiatives aimed at improving customer satisfaction through effective resolution rates.
NA CAP Specialist
Amazon Development Center
05.2023 - 10.2023
- Providing exceptional customer service while addressing inquires related to concessions, ensuring clarity and compliance with company policies.
- Collaborated with team members to develop and implement effective strategies for preventing concession abuse.
- Documented customer interactions and outcomes, contributing to continuous improvement in service quality and operational efficiency.
- Participated in training sessions to stay updated on policies and best practices for customer engagement.
NA Woot
Amazon Development Center
07.2021 - 12.2022
- Learned and adapted quickly to new tools.
- Worked well in a team setting, providing support and guidance.
- Developed strong communication and organizational skills through working in groups.
- Demonstrated respect, friendliness and willingness to help wherever needed.
NA Account Specialist (SME)
Amazon Development Center
04.2021 - 06.2021
- Helped new hires to set up new customer accounts and updated existing profiles with latest information.
- Created and managed plans, timelines.
- Devised and implemented processes and procedures to streamline operations.
Amazon Studio
Amazon Development Center
10.2020 - 03.2021
- Created engaging video content for NA Peak, enhancing audience interaction across platforms.
- Designed and implemented various engagement activities, fostering community involvement and participation.
- Organized and coordinated Peak 2019 and 2020, overseeing event logistics, promotional strategies, and audience engagement initiatives.
- Created engaging engaging content for various skill launches, including SG Customer Service, UK SWAT Launch, AU Cx Service, aimed at enhancing user understanding and experience.
NA Account Specialist
Amazon Development Center
03.2020 - 10.2020
- Dealing with customer accounts and helping them in unlocking the accounts by verifying the advance security information.
- Modification of customer data depending upon there request.
- Whitelisting of customer accounts.
NA Retail SME
Amazon Development Center
11.2019 - 02.2020
- Providing support to newly trained associates while they handle live calls.
- Handling associates at once while each of them on live calls.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
NA Retail Associate
Amazon Development Center
07.2019 - 10.2019
- Investigated and resolved customer complaints professionally.
- Referred unresolved customer grievances to designated departments for further investigations, worked in three different mediums, phones, chat and email.
- Continuous monitoring on customer needs and ensure that services and processes meet the needs.
Education
Bachelor of Science - Computer Science Engineering
Wesley Institute of Technology And Sciences
Hyderabad06-2019
Skills
- Data Analysis : Proficient in analyzing performance metrics to identify trends and areas of improvement
- Quality Assurance : Experienced in conducting audits and evaluations to ensure adherence to quality standards and protocols
- Process improvement : Skilled in recommending process changes based on analysis to optimize workflow and customer satisfaction
- Problem-Solving : Strong ability to identify issues and develop actionable solutions to enhance operational efficiency
- Communication Skills : Excellent verbal and written communication abilities to convey findings and recommendations
- Training and Development : Experienced in training staff on quality standards and best practices among all the OU's to promote a culture of quality
- Customer Focus : Committed to understanding customer needs and expectations to drive quality improvements in service delivery
Technical Skills
- Proficient in MS Excel: Data manipulation, reporting, and advance visualization
- Familiarity with Quality Management Tools : Knowledge of tools like Six Sigma, Power BI or similar tools
- Experience with CRM Systems: Understanding of customer relationship management software for data tracking and analysis
Timeline
CAP Trainer
Amazon Development Center
08.2024 - Current
NA CAP SME
Amazon Development Center
02.2024 - 07.2024
NA Transfer Rate Optimization Project
Amazon Development Center
12.2023 - 02.2024
Helpline Resolve Rate Audit and Evaluation Project
Amazon Development Center
10.2023 - 12.2023
NA CAP Specialist
Amazon Development Center
05.2023 - 10.2023
NA Woot
Amazon Development Center
07.2021 - 12.2022
NA Account Specialist (SME)
Amazon Development Center
04.2021 - 06.2021
Amazon Studio
Amazon Development Center
10.2020 - 03.2021
NA Account Specialist
Amazon Development Center
03.2020 - 10.2020
NA Retail SME
Amazon Development Center
11.2019 - 02.2020
NA Retail Associate
Amazon Development Center
07.2019 - 10.2019
Bachelor of Science - Computer Science Engineering
Wesley Institute of Technology And Sciences
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