SwedhaPriyaa S
Operations Team Lead
Chennai
Summary
Ops Lead with 6+ years of experience working in IT. Has been with CITI CORP SERVICES INDIA PVT LTD from August 2020 till March 2023 and was employed directly for the Amazon Newsstand. Currently not employed, due to a break needed for motherhood. Friendly and an engaging team player and a leader who inspires team members to perform their best. A multi-tasker who excels at training and working with a track record of inspiring great customer service and customer satisfaction. Regularly exceeds goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
OPS Support Specialist
CITI CORP SERVICES INDIA PVT LTD
08.2020 - 03.2023
- Conducted regular in depth analysis of the customer accounts to enhance service quality and to prevent further frauds from happening.
- Spearheaded the investigation of long standing customer disputes that involved financial impact to the Organization.
- Mentored and trained the team in the understanding and adhering to the standards and process defined by the Organization.
- Established a knowledge base for efficient issue resolution, reducing ticket backlog significantly.
- As a lead have handled various accounts including Subscription space.
- Enhanced customer satisfaction by resolving complex fraud claims utilizing Citi Applications.
- Mentored junior team members in performing the successful implementation of the Automation tools.
- Ensuring that the team understands the needs of information security for sensitive data and no financial impacts.
- Facilitated successful cross-functional collaborations with Technology and Automation support teams to perform User Acceptance.
- Have handled multiple escalations and calls to help team with critical issues and tasks.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Have prepared reports on team performance by defining key metrics.
- Have strategically planned resource allocation within team based on the individual project requirements.
Senior Analyst
Amazon Development Centre
07.2017 - 06.2020
- Delivering Business Insights and Strategies for Amazon’s Digital front for betterment of Business performance and Operational overhead.
- Provided end to end support to Clients in facilitating their Digital content Journey over Amazon, involving their On-boarding, Costing, Product support, Tracking of Business KPI’s/Interactions with Amazon Stakeholders.
- Brainstormed the Store Page Automation reducing the manual intervention in performing quality checks on the amazon store page for all their digital titles.
- Implemented standard operating procedures to redefine and streamline the several operational coherence.
- Migrated 200+ publishers database to an user friendly Self Service Platform, providing the publishers with permissions to update their own changes.
- Spearheaded process improvement initiatives, resulting in streamlined operations and enhanced organizational capabilities.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Implemented cost reduction initiatives, achieving significant savings without compromising quality or service delivery.
- Worked with Spectator team to migrate Magazine table in legacy tool thereby reducing the overall manual effort by 40 percent.
Education
Bachelor of Engineering - Biomedical Engineering
SMK Forma Institute of Technology
Chennai 07.2013 - 04.2017
Skills
Customer Relationship Management
undefinedAccomplishments
• Silver Award for delivering a productivity of more than 125% within 6 Months of my Career with Citi.
• Worked as a Lead to bring down High Volumes during the Q2 of 2021.
• Silver Award for identifying the process gaps and bridging the gap.
• Awarded for consistently exceed the goals with high degree quality.
• Created a cross-training program ensuring team members were able to perform confidently and effectively in all positions.
• Created and implemented teams’ health and safety standards compliance training program, achieving a score of 99% from the Manager.
• Have completed udemy course on Agile Project Management.
Certification
Business Analysis & Process Management
Timeline
OPS Support Specialist
CITI CORP SERVICES INDIA PVT LTD
08.2020 - 03.2023
Senior Analyst
Amazon Development Centre
07.2017 - 06.2020
Bachelor of Engineering - Biomedical Engineering
SMK Forma Institute of Technology
07.2013 - 04.2017
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