Professional Journey
Assistant Manager
Kohler India Technical Center (ITC) ·
Kohler India
Pune, India
Founded Studio Kohler's support & sales team at ITC from scratch — talent hiring, training, SOP development, and KPI framework definition since launch in 2022.
Drove direct sales of USD 500K (2023), USD 2M (2024), and USD 1.1M YTD (2025) through high-value project conversions and strategic client engagements.
Leads the Beyond Bold North America Pilot — managing 11 high-value design projects with a total opportunity value exceeding USD 20 Million.
Collaborated with Product Manager to define Studio Kohler's digital strategy using Adobe Analytics; oversaw Salesforce CRM development as Product Owner stakeholder, conducting UAT to ensure business alignment.
Serves as Product Owner for the Finish & Color Sample Program — inventory management, demand forecasting, and order accuracy.
Partnered with Kohler Middle East Sales to build scalable support systems; supported global design events by streamlining lead intake and execution workflows.
Customer Service Manager
Amazon Development Center ·
Amazon
Pune, India
Led 30+ associates supporting Amazon UK across voice, chat, and email — owning full accountability for performance, quality, and service delivery metrics.
Pioneered Supervised LISA — an ML-based customer support tool scaled to ~5,000 CSAs, delivering measurable improvements in Contact Handling Time (CHT) and Customer Experience (CCX) scores.
Led Kaizen contact reduction initiative — reduced invalid internal transfers from 20% to 8% for Amazon Business support, saving approximately USD 50K annually.
Delivered USD 250K+ in cost savings as HRR and Park Rate Reduction POC across 12 UK CS sites through strategic contact cost reduction and operational efficiency improvements.
Mentored and developed associates, driving engagement and career progression; conducted performance management, interviewing, and conflict resolution.