Shubham Ninawe
Pune, India |-| - | LinkedIn
Seasoned customer operations manager with over 7 years of experience in mentoring 500+
associates across the US, UK, Canada, and India markets. I excel in team development, coaching,
performance enhancement, and enhancing customer experience. Recognized for significantly
reducing defects and implementing process improvements.
“I had the pleasure of working with Shubham, Team Manager for Amazon Business Customer Service
(ABCS), during his tenure managing UK Operations. Shubham expertly navigated a major transition,
significantly enhancing quality, productivity, and employee satisfaction. His leadership resulted in
unprecedented improvements, transforming our team's performance metrics. Shubham's dedication
and strategic expertise make him an invaluable asset to any organization! ~ Arpit Dutta, Operations
Manager (AVP) at Amazon
SKILLS
Operations Management: Incident management, Escalation handling, Stakeholder management,
Building process efficiency, Strategic Thinking, Leadership.
Customer Stakeholder Management: Customer Centric, Customer Success, Effective
Communication, Team Building, Performance Management, Employee engagement, Coaching and
Mentoring.
Technical Skills: MS Office (Excel, PowerPoint), Quick sight, Data-Driven Strategies, Report
Generation, SQL, Power Bi.
EXPERIENCE
AMAZON DEVELOPMENT CENTER PVT LTD.
CS Amazon Business Team Manager
PUNE, INDIA
June 2021 to Jan 2025
●
Monitored KPIs for quality, productivity, and attendance; elevated satisfaction by 10% in one
month through targeted coaching and performance tracking.
●
Handled 50+ escalations monthly, resolving them 25% faster by coordinating with
cross-functional teams and maintaining QA score targets above 90%.
●
Analyzed customer feedback trends and implemented targeted solutions, driving a 10.29%
improvement in quality and reducing invalid concessions by 5.15% in 12 weeks.
●
Streamlined service coordination with planning & operations teams across regions, boosting
service performance by 7.8%.
●
Supported service modernization initiatives by refining internal policies and aligning teams for
smooth adoption of new products and service processes.
●
Implemented bot automations and enhanced spam filters; increased team efficiency by 20%
and reduced seller-support transfers by 4.6%.
●
Enforced governance best-practices around support usage (DUR) and documentation clarity,
improving compliance metrics by 3.4%.
●
Reduced average handle time in UK support (from 2.79 → 1.13 mins) through proactive
coaching, real-time feedback, and process standardization using Quicksight analytics.
AMAZON DEVELOPMENT CENTER PVT LTD.
CS Team Lead Resolution Specialist (DART)
PUNE, INDIA
April 2019 to June 2021
●
Coached & led 200+ associates using QA metrics and survey insights to maintain quality
assurance > 90%.
●
Accelerated escalation handling and ticket resolution speed by 20% through workflow
reengineering.
●
Enhanced email spam policy (Workfront/Zendesk) for Canada support center, raising
operational effectiveness by 7%.
AMAZON DEVELOPMENT CENTER PVT LTD.
Customer Service Associate
PUNE, INDIA
July 2017 to April 2019
●
Delivered high-quality support across North American and India markets (chat/phone);
consistently exceeded satisfaction and first-call resolution targets.
●
Managed escalated customer issues by collaborating with technical teams, ensuring timely
and successful resolutions.
EDUCATION
BTECH – ELECTRICAL ENGINEERING
G.N.I.E.T College, Nagpur University
NAGPUR, INDIA
Aug 2012 to Aug 2016
CERTIFICATIONS
●
Customer Experience Leadership by LinkedIn Learning
●
Customer Success Management Fundamentals by LinkedIn Learning
●
MS Excel Advance by Udemy
●
Power Bi essentials by LinkedIn Learning
●
SQL essentials by LinkedIn Learning
ACHIEVEMENTS
●
Reduced defects by 5.14% through targeted outlier management and targeted group training.
●
Earned recognition for outstanding customer satisfaction delivery across multiple regions.
●
Increased first-call resolution rates by 15% via focused training programs.
●
Improved response time by 30% with a new escalation tracking system.
●
Boosted “Wellness” campaign adoption among L2 employees by 38%.
AWARDS
●
Engagement Champion Award (Q3 2023; Q4 2024)
●
Outstanding Leader Award: (April 2022)
●
Happy Chieftain Award: (October 2020)
●
Best Mentor Award (Q4 2019)
●
Master Blaster Award & Top 100 Club Member (Q2 2018)
