Anindya RA

Team Manager (A)

Sep 2024 - Dec 2025 • 1 yr 3 mos

• Led dynamic teams of 20–25 associates in a high-volume, time-sensitive logistics support environment, ensuring consistent SLA adherence and team morale during peak operations. • Improved SOP-Adherence (AIC) from 94.12% to 97.52% by designing and deploying an error-proof driver intake form using Excel data validation — standardizing information flow, minimizing errors, and increasing first-contact resolution. • Enhanced CCXOS (Customer Contact Experience) from 54.86% to 91.43% within 6 weeks through targeted coaching, peer mentoring, and structured performance reviews — strengthening communication quality and customer trust. • Optimized Schedule Adherence from 64.85% to 88.76% by analyzing agent-level data, revising meeting structures, and introducing AI-assisted agenda planning — reducing non-productive time and improving workload balance. • Increased Occupancy from 59.82% to 76.71% and PTL (Productive Time Logged) from 70.79% to 88.66% through real-time monitoring dashboards and data-driven accountability measures — enabling fair workload distribution and better transparency. • Raised PRR (Process Retention Rate) from 43.58% to 69.25% by launching an SME support system, creating continuous feedback loops, and implementing targeted training programs. • Collaborated with WFM, Quality, and Training teams to identify process gaps, address root causes, and implement scalable solutions. • Conducted weekly team huddles, 1:1 coaching sessions, and performance reviews to sustain engagement and drive continuous improvement. • Mentored new associates and emerging leaders, fostering a culture of ownership, recognition, and operational excellence. • Successfully managed two peak holiday operations, handling surge volumes while maintaining SLA targets, high team morale, and minimal attrition.

SDS Escalation Specialist

Oct 2022 - Sep 2024 • 1 yr 11 mos

• Served as the final escalation point for delivery-related issues across the North American marketplace, requiring in-depth SOP knowledge and quick decision-making in high-pressure situations. • Delivered high-quality service through calls, chats, and work requests, ensuring accurate, empathetic communication and timely resolution. • Provided real-time operational guidance to frontline associates and supported process adherence across multiple queues and channels. • Liaised with internal stakeholders (Dispatch, Routing, and Delivery Service Partner Support) to resolve escalations efficiently while maintaining customer trust. • Recognized for maintaining top performance metrics and contributing to training and knowledge-sharing initiatives within the team.

SDS Associate

Oct 2021 - Oct 2022 • 1 yr

• Handled frontline support for delivery drivers and recipients, resolving last-mile issues through phone, chat, and email channels. • Conducted root cause analysis to identify recurring pain points and suggested operational improvements for workflow optimization. • Demonstrated adaptability and accuracy in fast-paced, customer-driven environments — balancing empathy with problem-solving. • Consistently maintained high Quality Assurance scores and contributed to team productivity targets.