Pauninglungbe Yalie

Customer Service Manager @Indian.Amazon

Maharashtra, IN

Hi! I\'m Pauninglungbe Yalie, currently serving as a Team Manager at Amazon Customer Service. My journey at Amazon has been nothing short of transformative, focusing on data-driven performance management and team leadership.I have managed 150 associates and six team managers, ensuring exceptional service delivery through collaboration with Capacity Planning and Quality Assurance teams. My aptitude for analyzing metrics and taking proactive measures has been instrumental in enhancing operational efficiency.Key projects I\'ve pioneered include: SDS Form Projects: Improved form submission processes, elimiting ~4K duplicated forms and rolling out ~1K new forms for better efficiency. Project CGR: Achieved a 3% reduction in concession rates, resulting in ~$113K savings in just six months. Project No Show: Curbed unplanned absenteeism through daily monitoring and automated reporting, saving significant costs. Pathfinder Program: Onboarded over 4K new hires through a structured six-week program, integrating them into Amazon\'s ecosystem effortlessly.Armed with certifications in Lean Six Sigma Green Belt, SAP, Quality Management, and Microsoft Office, I\'ve honed my skills in quality and efficiency. My academic background includes a PGDM in Marketing and HR, and a B.Com in Accounting, equipping me with a robust understanding of business dynamics.I take pride in solving complex customer issues and fostering a culture of inclusion and continuous improvement. By engaging teams in meaningful activities and celebrating achievements, I build a cohesive and motivated workforce. Feel free to reach out if you\'re interested in discussing customer service innovations or exploring potential collaborations!