BHAWANA MAKHIJA

Competent and result oriented Professional with over 15 years of experience in Program Management, Operations & Client Relationship Management, Target Achievement, Process Excellence, Team Management including Attrition Management; currently spearheading efforts with Amazon Development Center as Operations Manager. Highly skilled in providing end-to-end customer service delivery solutions along with strong capabilities in implementing the Service Delivery Process covering Capacity Management, Service Level Management, Resolution Process and Control Process; developing Business Continuity Plans, Procedures, and Service Standards for Business Excellence. Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team Forecasting, Workforce Analysis and Training; managed various projects/processes, creating process vision & design, developing enhancement strategy and deploying key execution strategies across processes. Established track record in leading and mentoring cross-functional teams in multi-facility environments in order to maximize levels of productivity; well versed in maintaining highest level of quality in operations and ensuring that the team adheres to all the quality parameters and procedures as per the stringent norms. Excellent communication and people management skills with ability to manage members having distributed skill sets, competence management, motivate team members, successfully manage multiple priorities, and perform under pressure in a fast-paced, rapidly changing environment. Core Competencies Program Management Stakeholder Management Customer Relationship Management Strategy Planning Client Management Problem Solving Team Management Attrition Management Training and Development Analytical Skills Communication Skills Transition.

• New Leader Assimilation Program (NALP); 2010
• Lean Certified (2015)

• Crucial Conversation
• Lean enterprise, AOQ
• Six Sigma