Swathi Kanuganti

About Swathi Kanuganti

As a Customer Service Team Manager at Amazon, I bring extensive experience working with various marketplaces in operations, strategic planning, customer retention, and team management. My approach focuses on delivering key outcomes, building exceptional teams, and quickly adapting to new insights.In my role, I lead a dynamic team of 15-20 Customer Service Associates, ensuring they are equipped to provide world-class service. My primary responsibilities include coaching, development, performance, and engagement of my associates. By fostering an open and approachable environment, I ensure my team members are motivated and capable of achieving their best.I actively participate in and lead multiple internal pillars, managing most of the communications for our zone within the organization. I leverage both quantitative and qualitative data to identify opportunities for improvement, celebrate successes, and drive continuous growth. My expertise includes managing work prioritization and delivery, tracking key metrics, and collaborating with stakeholders across time zones. I also initiate and lead process improvement projects, from proposal to implementation, ensuring our operations remain efficient and effective.As the primary information source for my team, I communicate policies clearly, ensure compliance, and take corrective actions as necessary. I model the high standards expected of Amazon associates, ensuring our team adheres to the Amazon Customer Service Contact Tenets.My goal is to create a positive work environment where associates feel engaged, motivated, and proud of their contributions to delivering exceptional customer service.Areas of Expertise:Team Management||Customer Retention||Stakeholder Management||Coaching Techniques||Dive Deep Analysis||Data Analysis & Auditing||Customer Experience||Performance Management||Quality Improvement||Training & Development||

Experience

1. Customer Service Manager

   Amazon

   Jul 2018 — Present · Hyderabad, IN

Education

• Vignana Bharathi Institute of Technology

  Civil Engineering