Rudra Vyas

About Rudra Vyas

Operations & People Leader with 6+ years at Amazon, driving customer service excellence across India & UK operations. Experienced in leading high-performing teams, translating business goals into execution, and delivering results across CSAT, quality, productivity, SLA, and cost efficiency.Known for data-driven decision-making, strong stakeholder collaboration, and calm execution under pressure. Led site-level initiatives across Productivity, DEI, and Engagement, improving staffing accuracy by 15%, reducing queue imbalances by 20%, achieving 98%+ SLA during Peak, and contributing to 10% cost optimisation.Awarded Amazon Outstanding Leader, Rising Star, and Peak Above & Beyond for consistent performance and leadership impact. Passionate about scaling operations, developing leaders, and delivering outcomes that matter.

Experience

1. Team Manager

   Amazon

   Jul 2019 — Present · Hyderabad, IN

   UK VCS team • Led end-to-end customer operations across UK and India markets, consistently meeting or exceeding SLA, CSAT, productivity, and accuracy targets in regulated environments.• Executed workforce and capacity planning initiatives, including creation of a standardized WF SIM Tracker, improving staffing accuracy by 15%.• Partnered cross-functionally with Operations, Workforce Management, Quality, Planning, and Risk teams to optimize inflow and coverage, reducing queue imbalances by 20%.• Co-led Peak Operations planning and execution across quality, productivity, compliance, and engagement pillars, achieving sustained SLA adherence of 98%+.• Reduced overtime and shrinkage through proactive capacity optimization, delivering 10% cost savings during high-volume periods.• Led quality assurance programs including audits, root cause analysis, corrective actions, and policy adherence reviews to improve accuracy and compliance.• Managed high-severity escalations involving policy interpretation, risk assessment, and judgment-based decision-making.• Drove training, coaching, and readiness for process and policy changes while leading DEI and employee engagement initiatives across sites.

Education

• JH ambani school, surat, Gujarat

  10th & 12th

• Kirloskar Institute of Management (KIM)

  Master's Degree, Marketing

  2017 — 2019

• Institute of Hotel Management (IHM) Ahmedabad

  Bsc in hospitality and hotel administration, Hospitality Administration/Management

  2013 — 2016