Dipali Patne

DIPALI PATNE Team Manager • Customer Excellence • Lean Process Improvement PERSONAL DETAILS Pune, India-, - Nationality: Indian LinkedIn: linkedin.com/in/dipali-patne-b9837a32b PERSONAL SUMMARY Dynamic Team Manager at Amazon Development Centre with a proven track record in coaching and performance development. Spearheaded process improvements that enhanced productivity and customer satisfaction. Skilled in KPI management and talent development, fostering a culture of excellence and innovation within teams. Recognized for driving results and nurturing future leaders. EMPLOYMENT Team Manager Sep 2020 - Dec 2024 Amazon Development Centre, Pune, India Managed a team of 20-30 associates, overseeing the team's direction, performance management, coordination, and evaluation of activities. Cultivated a culture of continuous improvement by spearheading kaizen and lean projects, effectively targeting and dismantling barriers to accuracy, productivity, and quality. Executed supervisory roles per Amazon's policies and procedures, involving employee interviewing, training, motivation, work planning, directing assignments, rewarding and disciplining staff, and effectively resolving conflicts. Mentored new managers, helping to accelerate their competence while developing action plans designed to nurture associates into future Customer Service Managers. Team Lead Nov 2018 - Sep 2020 Amazon Development Centre, Pune, India Effective Customer Service Supervision: Supervised and supported team of Customer Service Associates, skill-fully handling live customer inquiries and approving high-value orders ($500+), ensuring exceptional service delivery. Tailored Issue Resolution: Processed and issued refunds, exchanges, and promotional credits, providing tailored solutions to customer issues, leading to swift resolution and heightened customer loyalty. Consistent customer Satisfaction: Maintained excellent customer satisfaction by providing in-depth and attentive support, resulting in positive feedback and repeat business from satisfied customers. Customer Service Associate Amazon Development Centre, Pune, India Dec 2016 - Nov 2018 Top Performer Recognition: Consistently ranked in top 20% of all employees for delivering excellent customer service in a fastpaced environment, surpassing performance benchmarks and contributing to overall team success. 100% Policy Compliance: Ensured 100% compliance with company policies and procedures, demonstrating a high level of accountability and contributing to a smooth and error-free workflow. Efficient High-Volume Query Management: Expertly managed high-volume customer queries through effective multitasking, resulting in reduced response times and improved customer satisfaction. SKILLS * Coaching and performance development * Workforce planning * Process improvement * KPI management * Excel reporting * Strategic decision-making * People management * Business innovation * Employee engagement * Stakeholder management * Talent development * Performance optimization This resume is made with CVwizard.com. EDUCATION Bachelor of Arts Pune University CERTIFICATES Six Sigma Black Belt, Council of Six Sigma Certification (CSSC) PROJECTS Secured delivery enhancement Secured delivery enhancement to minimize Delivered Not Received (DNR) and Missing Item (MI) issues. Implemented OTP-secured delivery and tamper-proof packaging, reducing DNR escalations by 40%. Integrated X-ray scanning and automated fraud validation, decreasing MI cases by 25%. Increased customer satisfaction scores by 20% through improved notification systems for secure deliveries. Tamper-proof packaging (TPP) and OTP delivery Rolled out tamper-proof packaging with unique bag IDs, lowering package tampering incidents by 45%. Launched OTP delivery methods for high-risk orders, achieving 99% compliance in targeted marketplaces. Optimized secure delivery processes in India, resulting in a 15% reduction in logistics costs. SDS Global DNR Machine Learning Model Developed machine learning model to predict and mitigate DNR risks, enhancing prediction accuracy by 50%. Achieved a 30% reduction in DNR concessions, saving Amazon over $10 million annually in fraud-related costs. This resume is made with CVwizard.com. Jan 2017 - Jan 2020