Harmeet Kaur

About Harmeet Kaur

With over 13 years of experience in service and operations management, I currently serve as a Team Lead Manager at Amazon, where I oversee the performance and development of 30-40 associates in a virtual contact center environment. My efforts focus on implementing performance goals, analyzing metrics to identify improvement areas, and collaborating with workforce management to optimize staffing plans. With a Strategic Insights & Data Research professional with operations management, customer service, and team management. Having specialization in uncovering customer and competitor insights that inform high-impact strategy, optimize positioning, and drive measurable growth.My work blends quantitative analysis, qualitative research, and competitive intelligence to guide decision-making and uncover opportunities in fast-paced, ever-evolving markets. Whether it\'s evaluating new market potential, crafting go-to-market plans, or supporting pricing and product strategy— I bring a data-driven mindset and business-first thinking to every challenge.Core Strengths:•⁠ ⁠Data and Competitive Analysis•⁠ ⁠Strategic & Go-to-Market Planning•⁠ ⁠Data Analytics (Excel, Power BI)•⁠ ⁠Team Management and leadership •⁠ ⁠Survey Design, Focus Groups & Desk ResearchI\'ve contributed to leadership decisions, optimized pricing strategies, and built research systems that improve speed and accuracy-making insights more actionable. My cross-industry exposure makes my skills highly transferable to any industry looking to leverage insights for strategic growth.

Experience

1. Team Lead Manager

   Amazon

   Sep 2022 — Present · New Delhi, IN

   As a SPS manager1, I am responsible for:• Managing performance of 25-30 Amazon Associates through effective 1:1 meetings, coaching, and mentor ship in the Virtual Contact Center Environment.• Implementation of performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.• Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.• Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.• Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.• Participation in Kaizen events to identify and implement process improvement change initiatives.• Conducts Seller interaction audits and provides coaching to improve performance.• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures and Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions

Education

• Rising Star Academy

  12, Commerce

  2004

• IGNOU

  Bachelor's Degree, Computer Programming, Specific Applications

  2007 — 2007

• Maharshi Dayanand University

  Master of Business Administration - MBA, HR

• Maharshi Dayanand University

  Business Administration and Management, General

  2012 — 2012