MANIKANTA REDDY MOTHE
Maywood,NJ
Summary
Highly analytical and competent Quality Assurance Specialist with 2 years of expertise in developing and implementing cutting-edge quality processes and methods to secure scalable, long-term business success. A proven track record of continuously delivering service standards per SLAs; maintaining the highest levels of productivity and quality in all processes, and performing administrative tasks. Skilled in customer handling, team
leading and mentoring, SOPs designing, internal audit including familiarity with KPIs, SLA infractions, and quality assurance framework.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Quality Specialist
Amazon Development Centre India
09.2021 - 06.2023
- Conducted internal audits through various communication channels (chat/call/email) to ensure compliance with quality standards and procedures, providing timely resolution to issues by researching and querying internal tools and making real-time decisions.
- Handled approximately 30-40 tickets daily, assisted customers in resolving fraudulent activities committed by the delivery drivers, and built strong rapport with customers to understand their needs and provide personalized solutions.
- Investigated root causes of customer complaints through data analysis tools; identified and rectified operational inefficiencies, leading to a 15%increase in customer satisfaction scores and a 20% boost in customer retention.
- Facilitated the flow of information among diverse stakeholders, ensuring prompt issue resolution for both external customers (Carriers,Vendors/Suppliers) and internal customers (Retail, Finance, Software Support, Fulfillment Centers), thus fostering business continuity.
- Streamlined and optimized documentation processes as the SPOC; audited, updated, and enhanced 5+ SOPs and quality documents to align with industry standards and regulatory requirements, ensuring compliance and process excellence.
- Directed and mentored a high-performing team of 40+ Quality Associates/Specialists, implementing a new quality assurance framework that led to a 25% decrease in errors and a 30% enhancement in quality metrics.
HR Analyst - BP Sales
Byju's- Think & Learn Pvt Ltd
02.2021 - 03.2021
- Evaluated the effectiveness of existing HR policies, recommending updates as needed based on best practices research findings.
- Improved accuracy of HR metrics reporting through robust data analysis techniques for informed decision-making purposes.
- Streamlined HR processes by implementing efficient data management practices and reducing redundancies.
- Enhanced employee engagement by conducting surveys and analyzing feedback for targeted improvements.
Instructional Designer
Commlab India LLP
11.2020 - 01.2021
- Enhanced e-learning experience by designing interactive and engaging instructional materials.
- Collaborated with subject matter experts to create accurate, relevant, and effective learning content.
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Designed course materials and supported implementation.
- Established and maintained quality control standards.
Education
Master of Science - Information Technology
Stevens Institute of Technology
Hoboken, NJ05.2025
Bachelors of Technology - Electronics and Communication Engineering
K G Reddy College of Engineering And Technology
09.2020
Skills
- Quality Control
- Root Cause Analysis
- Internal Audit
- SOP Designing
- Service-Level Agreements (SLA)
- Stakeholder Management
- SQL
- Microsoft Office
Certification
Introduction to SQL, Sololearn - 2023
Volunteer Experience
NSS, Served as NSS volunteer and participated in State level NSS events.
Projects
UK RTW (Right to Work)
Amazon • February 2022 - July 2022
• Executed a strategic initiative to launch package delivery services in the UK region, ensuring strict compliance with organizational policies and
regulations; achieved a 20% increase in on-time deliveries and customer satisfaction.
• Introduced a robust document control system and SOP tailored to the specific project, significantly reducing errors by approximately 50% and enhancing efficiency by approximately 25%.
• Analyzed market patterns and consumer behavior to tailor cost-effective solutions for package delivery services, resulting in a 20% reduction in
overall costs and ensuring timely order delivery.
• Designed a Quality Management System across all processes to maintain service standards in alignment with SLAs; optimized workflow efficiency
and achieved 100% on-time service delivery, surpassing client expectations and increasing customer retention by 20%.
Achievements
Top Auditor (03/2022, 07/2022, 03/2023)
Amazon
• Recognized for achieving consistent excellence by sustaining top-tier quality throughout the team, maintaining quality levels at 99.5% and
productivity at 98%, and received positive feedback from customers for providing exceptional service and resolving complex issues efficiently.
Best Auditor of the Quarter
Amazon • January 2023 - March 2023
• Guided and inspired a team of over 30+ individuals in implementing quality control processes, resulting in a collective enhancement of team
productivity by approximately 30%, all while upholding a quality standard of 99% or higher.
Timeline
Quality Specialist
Amazon Development Centre India
09.2021 - 06.2023
HR Analyst - BP Sales
Byju's- Think & Learn Pvt Ltd
02.2021 - 03.2021
Instructional Designer
Commlab India LLP
11.2020 - 01.2021
Master of Science - Information Technology
Stevens Institute of Technology
Bachelors of Technology - Electronics and Communication Engineering
K G Reddy College of Engineering And Technology
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