GURAJALA JAIRAM GOUD

Experience in Digital Devices and Technical Support (Alexa, Kindle, and Echo), Campus Recruiting, Volume Recruitment, and Workforce management has enabled the flexibility of me to understand the process of different teams. Also, working with different stakeholders, I’ve nurtured successful working relationships. As a result, I possess an advantageous professional network. I hope to secure a challenging role in any organization which provides me an opportunity to utilize my skills and abilities to the fullest. Striving for an exciting professional experience ahead which gives me an exemplary status for my career growth.

Projects:

Kaizen: While supporting the NA DART team, I have published a GEMBA to reduce the contacts and concessions issued by CS Team. The objective of the Kaizen was to reduce the incorrect and ineffective contact flow to the CS team. There was no proper route of escalation for the same, post the project we have developed a form to contact the carrier. This Form was estimated to be used 12k times by CSAs per year and in the last month, after the form was implemented, CSAs were able to communicate 1000 times with the Geodis on various order related issues out of which 700 forms were filled by GO CSAs alone. Also, with this form, the expected handle time savings are 200 hours per year which is translated to 0.1FTE.

ATA PUNE (Away Team Assignment): As part of the Amazon Career Development program. I was allowed to train and lead the teams in Pune and get them ready for the DART launch across sites. I trained teams and provided SME support while the launch and worked on feedback for the contacts handled. Responsible for team managing and covering associates shifts across the day to provide feedback on the process.

Knowledge Center Champ: I was awarded the Knowledge center champ when working as a Senior Digital Device Technical Support for changing numerous blurbs and having them modified by the Content Management Team. Few of the blurbs were able to resolve the Customers directly as they were to be shown in the Amazon Help pages as well. This resulted in a reduction of 200 per week, contacts for a Kindle E-reader user experience.

RCR Reduction: RCR (Repeat Contact Rate) was a metric for the NA DART team and the Customer Service Associates. To understand the reasons for the higher RCR %, I have worked on Data validation for the DART team for a period of 2 months. This resulted in making the operations team understand the changes which were needed to be brought in for reducing the RCR. Multiple changes were made for the successful reduction of RCR for DART Chats. training associates about the process and leading them to the production on the floor. I was awarded the best SME for peak 2017 for securing a target of 100% Graduation to the allotted batch of trainees.

NHO Trainer/SME (D2): New hire Trainer and Subject matter expert for consecutive two peaks of Amazon (2016-17, 17-18). I was involved in training associates about the process and leading them to the production on the floor. I was awarded the best SME for peak 2017 for securing a target of 100% Graduation to the allotted batch of trainees.
Recruiting Coordinator: Working for lateral hiring, I had the opportunity to work under the IJP committee and team. Our team was responsible for movements internally and I as a coordinator had the pleasure of scheduling interviews to closing out the rejections. The complete process of Amazon IJP. Taking care of hiring for VCS and B&M roles, it was a learning experience and helped me enrich the skills required as a recruiter.
Campus Drive 2017-18, 18-19: Also with the Job of Recruiting Coordinator internally for IJP’S, I was responsible for gathering, schedule, finalizing the Recruitment Schedule for Campuses across India. This role gave me great visibility inside and outside the organization. Taking care of the role, it was a leaping step in knowing how the recruitment works for campus hiring.