Token Metrics

● Managing service operations for rendering and achieving quality services; providing first line customer 
support by answering queries & resolving their issues, ensuring minimum TAT
● Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to 
the associates on improvements and achieving higher customer satisfaction matrices
● Creating awareness for driving the projects and process improvement strategy & methodology, 
ensuring maximum operational efficiency
● Improving performance management system by introducing Udemy business learning & development 
program to develop future leaders and conducted annual reviews to reward top talent
● Functioning with Government organizations to create subsidiary entity in India
● Leading International recruitment and development of strategic alliances to maximize utilization of 
existing talent and capabilities
● Implementing Job leveling guidelines across organization, clarified roles of members and introduced 
new processes to boost quality across departments
● Looking after business-wide change communication to modernize procedures and organization

Cheif Operations Officer

Improving customer satisfaction rate from 72% to 89%
Translating customer needs into solution requirements using powerful value propositions and 
negotiation skills

Chief Customer Officer

Amazon

● Monitored service operations with focus on implementing policies and procedures as well as 
developing and streamlining systems
● Managed a Team size of 120 Teams across 5 locations
● Organized & controlling programs with respect to cost, resource deployment, time overruns and 
quality compliance to ensure satisfactory execution of same 
● Managed service operations for rendering and achieving quality services; providing first line customer 
support by answering queries & resolving their issues, ensuring minimum TAT
● Worked towards first time resolution and driving operations team’s productivity and quality
● Ensured that client SLAs and deliverables are met and effective resolution is provided
● Performed a reorganization of associate advisor (Team lead) structure, currently responsible for India 
region Associate Advisor function based in multiple locations
● Played a pivotal role in scaling virtual operations by 150%, Design training programs for new 
employees and ongoing projects to improve effectiveness of existing staff
● Managed Implementation of Quality Programs for Virtual teams, leveraged continuous improvement 
tools to fix process gaps
● Supervised implementation of short term staffing plan and schedule adherence in partnership with 
workforce and scheduling team Lead internal recruitment team for a span of 1200 associates
● Functioned on multiple cross functional improvement projects to fix customer trust busters 
● Managed employee rewards and recognition program which lead to 34% improvement in associate 
engagement and job satisfaction scores

Operations Manager

I have over 13years of experience in Operations, Customer Success, and data science. Currently, I work as the Chief Operations Officer, where I lead cross-functional teams, building unique processes that help customers and stakeholders. I'm deeply passionate about creating mechanisms, and processes that help people navigate their careers and achieve their goals.

Previously, I worked at Amazon as a Team Manager leading 5 Assistant managers and ~100 team leads supporting 10 marketplaces and 7000 WW seller support associates, improving products and services for our customers by using advanced analytics, creating and implementing business review mechanisms, and onboarding new talent to meet the demand of the business.

I also like meeting new people over a cup of coffee. You can contact 0x00sai @ gmail.com or DM on Telegram @krnsagiraju.

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