Rakesh Roshan Balla

About Rakesh Roshan Balla

As a Manager in the CS Ops Program at Amazon, I bring over nine years of specialized experience in customer service operations, quality assurance, and defect elimination. By focusing on process optimization and cross-functional collaboration, delivered significant milestones, including reducing CS invalid concession rates and implementing initiatives like Project PATROL and RADAR to enhance customer service quality and operational efficiency. Dedicated to continuous improvement, I have contributed to reducing concession-related escalations, enhancing SOPs, and streamlining customer support processes. My work is driven by a commitment to delivering exceptional customer experiences, fostering innovation, and achieving measurable results that align with customer-centric goals. With a strong foundation in knowledge management and quality assurance, I strive to empower teams and drive impactful outcomes.I also lead a team of ~20 CS auditors and one SME, driving performance through effective coaching, knowledge management, and data-driven quality frameworks.

Experience

1. Team Manager, Cs Ops Program

   Amazon

   Oct 2022 — Present

   Developed and executed a strategic plan for the audit in-take process, collaborating with cross-functional teams to align and devise reduction goals for CS controllable defects. Drove continuous improvement in CS invalid concession rates from 38.49% in 2022 to 30.06% in 2023, further reducing to 19.91% in 2024, and ultimately achieving 11.81% in YTD’2025, demonstrating consistent year-over-year performance optimization• Spearheaded CSA fraud detection initiative (Project PATROL), identifying 81.6M INR in CSA abuses• Launched RADAR project, an IN FIRST initiative to identify and reduce instances where CSAs have not issued eligible concessions according to policy, achieving 636bps reduction in non-adherence (14.00% at Q2\'24 launch to 9.68% in FY\'24 further reducing to 7.64% in YTD\'25). • Delivered 34% audit time reduction via unified \'Amazon First\' audit platform integration.• Played a critical role in migration of legacy CSC product to AC3 product for India network, reducing CS non-adherence rates from 35.55% to 11.57% through strategic manual audits and cross-functional collaboration. Identified critical concession bugs preventing refunds on replacement-only orders, preventing potential financial loss of 549M INR annually through increased GC expenditure (32M INR) and Refund Without Pickup concessions (220M INR)• Lead and mentor a team of 20-25 Auditors and 1 SME, driving performance through structured weekly connects and fostering the professional development of team members through mentoring and Learning & Talent Development interventions.

Education

• Noble Public School

  Board of secondary Education

  1996 — 2008

• Vikas Junior College

  Board of Intermediate Education, Mathematics,Physics&Chemistry

  2008 — 2010

• Jawaharlal Nehru Technological University

  Bachelor of Technology (B.Tech.), Electronics and communication engineering

  2010 — 2014

Skills

• IT Recruitment
• Sourcing
• Temporary Placement
• Staffing Services
• Applicant Tracking Systems
• Contract Recruitment
• Screening
• Internet Recruiting
• Recruiting
• Conflict Resolution
• Decision Making
• Technical Recruiting
• Email Management
• Following Up
• Customer Service
• Staff Augmentation
• Interviews
• Benefits Negotiation
• Customer Satisfaction
• Ownership
• Talent Acquisition
• Screening Resumes