Priya Panchapakesan

About Priya Panchapakesan

As a Ops Intelligence and Quality Analyst Manager with 13 years of experience, I specialize in process definition, compliance, and quality assurance. My work focuses on driving continuous improvements in operational processes, performing detailed gap analyses, and implementing effective solutions that align with industry standards like ASPICE and CMMI. I also drove multiple Projects & Programs based on customer VOC analysis to implement solutions and improve customer experience.I am committed to simplifying and optimizing processes to enhance team efficiency and organizational value. With a strong foundation in problem-solving, analytical thinking, and process improvement, I strive to deliver high-quality outcomes that address risks and support organizational goals. My current focus is on leveraging my expertise to ensure impactful contributions to Amazon\'s customer service and operational excellence initiatives.

Experience

1. Sr Process & Product Quality Analyst (Manager) - Ops Intelligence D2as Customer Service

   Amazon

   Oct 2022 — Present · Bengaluru, IN

   Elevated digital device customer response rate by 5.5% through strategic customer experience (CX) initiatives, process redesign, and agent coaching frameworks.• Drove customer resolution rate improvement from 72% to 80% via path-to-green strategies.• Led Prime Video UI/UX product quality enhancement project, mitigating negative customer satisfaction (CSAT) impact by 30 basis points.• Led agent performance improvement for the dropped/disconnected cases thus boosting agent resolution percentage from 20% to 31% RAP.• Championed bottom quintile performance improvement program, advancing agent KPI scores from 77.75% to 84.84% through coordinated product, process, and policy enhancements across cross- functional teams.• Partnered with Product, Policy, and Operations teams to identify root causes, design corrective action plans, and implement sustainable process improvements.

Education

• Visvesvaraya Technological University

  B.E, Electrical and Electronics

  2007 — 2011

Skills

• Microsoft Sql Server
• Sdlc
• People Management
• Business Process Improvement
• Process Management
• Process Implementation
• Ms Visual Studio
• Quality Assurance
• Data Analysis
• Quality Auditing
• Web Applications
• Engineering
• Vb.net
• Corporate Communications
• Process Modeling
• Microsoft Office
• Leadership
• Databases
• Management
• Quality Management
• Matlab
• Visual Studio
• C
• Embedded Systems
• Software Development
• C#
• Training
• Testing
• Javascript