Summary
Overview
Work History
Education
Skills
Interests
Certification
Languages
Software
Websites
Quote
Work Availability
Accomplishments
Voluntary Work
Work Authorization
Generic
Shravani Gurram

Shravani Gurram

CUSTOMER EXPERIENCE & OPERATIONS QUALITY ANALYST- Team Lead
Lone Tree,CO

Summary

Performance-oriented technology professional with expertise in data analysis, process optimization, strategic planning, and project management, driving business growth through innovative solutions. Proven ability to lead cross-functional teams, enhance product quality, and deliver high-quality outcomes, with a focus on customer satisfaction and measurable business success. Strong analytical, problem-solving, and collaboration skills, with a commitment to leveraging technology for business success.

Overview

6
6

Years of professional experience

2
2
Certificates
3
3
Languages
9
9
years of post-secondary education

Work History

Support Operations Senior Quality Auditor

Amazon Development Center
07.2022 - 05.2024
  • Achieved promotion to Senior Quality Auditor in eight months by consistently ensuring quality standards through comprehensive audits, enhancing audit accuracy with optimized data collection, and improving research processes via strategic SOP modifications, all while supporting continuous improvement.
  • Elevated team proficiency through auditor training and knowledge-sharing, drove process improvements with audit insights to cross-functional teams, and streamlined audits to identify key quality enhancements.
  • Trained 4 auditors, achieving 98.3% quality and 97% productivity within two weeks.
  • Onboarded 20 WHL TRMS hires, exceeding targets by 1.7% in the first week.
  • Identified and reported audit tool bugs, reducing global PA by 0.01%.
  • Reduced WHL Below Threshold project SLA by 4 days through onsite QA training.
  • Led a team of 20 as part of manager shadowing, achieving 89% productivity and positive morale through individual check-ins.
  • Analyzed audit data, addressed reimbursement accuracy score discrepancies, and achieved an 8.02% average increase in the site RA score.
  • Drove markdown analysis project in BLR TRMS to reduce markdowns by analyzing errors and implemented weekly Ops calls with managers to pinpoint associate assistance needs and created targeted action plans to achieve a 67% reduction in major errors.
  • Analyzed data, launched Process Knowledge Test project to close process gaps, and improved WHL quality to 92%.
  • Initiated weekly Knowledge Brew flyer rollouts to address SOP markdown gaps, driving a 3% improvement in process accuracy.

Support Operations Quality Auditor

Amazon Development Center
11.2021 - 06.2022
  • Promoted to Support Operations Quality Auditor, conducted 10% sample audits of frontline investigations and work-checker audits to ensure the Warehouse Lost Team met Support Operations quality metrics.
  • Ensured timely, accurate audit completion, maintaining high detail standards.
  • Educated associates on standard operating procedures (SOPs) for quality, improving compliance.
  • Delivered timely quality reports, recommending corrective actions and improving customer satisfaction.
  • Successfully onboarded and trained 20 work-checkers, implementing bi-weekly feedback meetings to maintain quality accuracy goals.

Investigation Specialist

Amazon Development Center
03.2020 - 10.2021
  • Investigated and accurately processed financial reimbursement claims for FBA sellers, ensuring proper product valuation and reimbursement.
  • Streamlined investigative processes, improving case resolution through team communication.
  • Reduced organizational risk by identifying threats through comprehensive investigations.
  • Applied analytical skills to identify fraud patterns in financial and transactional data.
  • Implemented training programs for investigators, enhancing skills and case resolution rates.
  • Mastered WHL queues, including high-value claims. Became an expert in complex reimbursements
  • Promoted to work-checker, ensuring new hire success.
  • Audited new hires and shared feedback driving rapid onboarding.

Design Engineer

Cyient Ltd
10.2018 - 02.2020
  • Collaborated within cross-functional teams across IP research, market analysis, and consumer experience, driving project execution and strategic decision-making.
  • Managed multiple projects under tight deadlines, ensuring process accuracy and contributing to Philips' strategic financial decisions for product launches.
  • Rapidly assimilated complex project plans, maintained quality assurance, and led a Philips team of two to ensure successful project execution and adherence to standards.
  • Utilized IP and market research analytics to drive product innovation, while overseeing complaint handling and post-market surveillance to maintain quality and regulatory compliance, and managing project delivery to meet timelines and budgets.

Education

Master of Arts - English Language And Literature

English And Foreign Languages University
Hyderabad, India
10.2021 - 11.2024

MBA - Human Resources Management

Osmania University
Hyderabad, India
08.2018 - 10.2020

Bachelor of Science - Mechanical Engineering

Jawaharlal Nehru Technological University
Hyderabad, India
09.2014 - 04.2018

Skills

Root-cause analysis

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Interests

  • Passionate about literature and creative writing, including short stories, novels, and screenplays
  • Engages in design and handicrafts, specializing in ethnic wear and furniture refurbishment
  • Explores diverse creative mediums, including upcycled art, to expand artistic skills
  • Develops public speaking and collaboration abilities through participation in open mic poetry and storytelling

Certification

Leadership Principles for Emerging Leaders

Languages

English
Full Professional
Telugu
Native or Bilingual
Hindi
Native or Bilingual

Software

Microsoft Office

SQL

C (Basics)

Tableau

Data Visualization CRM Systems

Advanced Excel

Process Documentation

Salesforce

Workday

Websites

Quote

"Grow through what you go through"
Eric Butterworth

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

Quality Auditor of the Month - Amazon

Recognized as Quality Auditor of the Month eight times for reflecting exceptional quality auditing skills.

Golden and Silver Awards - Amazon

Earned 6 Golden and 3 Silver awards as an Investigation Specialist for achieving exceptional results in RPH, Reimbursement Accuracy, and Process Accuracy.

Exceeding high expectations bar - Amazon

Consistently rated 'Exceeds Expectations' in annual reviews, demonstrating a sustained ability to surpass performance benchmarks and company standards.

Member of Associate Satisfaction Index growth team - Cyient

As a dedicated member of CYIENT's Associate Satisfaction Index growth team (ASIP), I actively contributed to initiatives aimed at enhancing employee morale and overall workplace satisfaction.

Voluntary Work

Amazon - India | Jul '22 — May '24

Initiated a collaborative learning program 'Up-lifting Peers Project' to promote proactive knowledge sharing and skill

development within the team.

Amazon - India  |  Jan '20 — Aug '20

Contributed to COVID-19 safety initiatives (Proxemics, Vito) led by Amazon for Amazon FCs in the US, ensuring employee

and public health compliance.

Cyient - India   |   Apr '19 — Feb '20

Facilitated bi-weekly personality and communication development sessions at Cyient.

Cyient - India   |   Jan '19 — Feb '20

Led teams of 45+ volunteers in CSR initiatives, including girls' sanitation/hygiene programs, charity marathons, and cultural

events at Cyient-adopted schools.

Work Authorization

Work Authorization:

  • H4 EAD valid through 2nd Feb 2025 to 31st May 2028
  • No visa sponsorship required

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Shravani GurramCUSTOMER EXPERIENCE & OPERATIONS QUALITY ANALYST- Team Lead