Kritika .
Calgary,Alberta
Summary
Dynamic leader with extensive experience in customer success operations at Amazon, driving operational efficiency and enhancing customer experience. Proven track record in strategic planning and data analysis, leading cross-functional initiatives that improved support KPIs. Expert in process design and automation strategies, fostering high-performing teams to achieve ambitious goals.
Overview
11
11
years of professional experience
Work History
Group Manager, Customer Service Operations
Amazon
01.2022 - 01.2025
- Led a team of 30+ Team Managers and 180+ associates, supporting global CS and Support operations.
- Designed and executed support programs, operational frameworks, and scalable workflows aligned to annual goals and quarterly OKRs.
- Owned end-to-end post-sales expansion lifecycle, increasing adoption and improving NRR-related outcomes.
- Identified operational gaps and implemented process improvements, enhancing Support efficiency and customer experience.
- Led improvements across Support tech stack, recommending enhancements and ensuring operational readiness.
- Drove cross-functional initiatives with Delivery, Product, Engineering, and Sales to remove blockers supporting strategic growth.
- Partnered with senior Support leadership as the primary operational liaison; extended the Customer Service organization.
- Used data (usage, adoption, defect metrics, customer trends) to drive actions supporting Support KPIs and CSAT improvements.
- Developed MBR/QBR decks with operational insights and performance trends, providing executive-level recommendations.
Team Manager, CMS Analyst BA4
Barclays
01.2021 - 01.2022
- Led customer service, onboarding, and support teams in regulated environment; achieved SLA compliance and enhanced customer satisfaction.
- Drove automation, workflow optimization, and KPI reporting improvements to enhance Support operations.
- Created detailed project plans and managed timelines while proactively identifying and addressing risks.
- Partnered with leadership to design strategic programs that aligned with support and customer success objectives.
Customer Support & Administrative Associate
Oracle
01.2020 - 01.2021
- Streamlined workflows for customer documentation, order updates, AR support, and operational processes to enhance efficiency.
- Coordinated with Support, Product, and Sales stakeholders to address escalations and eliminate operational blockers.
- Coordinated schedules and meetings for various teams across the organization.
- Managed documentation and maintained accurate records for compliance purposes.
- Assisted with onboarding new employees, ensuring smooth integration into the company.
Client & Support Operations
JP Morgan Chase & ANZ Bank
01.2018 - 01.2020
- Managed KYC, AML, CIP, CDD workflows to enhance customer onboarding and lifecycle operations.
- Designed and improved processes for documentation, verification, and customer escalations to strengthen regulatory support.
- Prepared detailed operational reports to provide leadership insights for data-driven decision-making.
Wealth Operations Specialist
ANZ Bank
01.2015 - 01.2018
- Managed end-to-end customer onboarding for new Wealth & Superannuation clients, ensuring accurate documentation, verification, and seamless activation of accounts.
- Processed and created new customer Superannuation and Retirement Fund accounts from submitted applications with high accuracy and adherence to compliance requirements.
- Handled fund allocation, contributions, withdrawals, and rollover requests, ensuring timely and compliant transaction processing.
- Identified and implemented operational improvements in Wealth onboarding workflows, enhancing processing times and customer experience.
- Optimized the Wealth Operations tech stack and internal workflow tools, recommending enhancements and working with systems teams to ensure alignment with evolving business needs.
- Served as operations expert for Wealth onboarding, analyzing support metrics, identifying trends, and proposing actionable plans to help Support team achieve performance targets.
- Collaborated with Support Leadership on Monthly Business Reviews (MBRs), preparing insights, trend analysis, and operational recommendations.
- Supported broader cross-functional initiatives including new product launches, regulatory updates, and system migrations, partnering with Customer Success Ops, Revenue Operations, and Product teams.
- Delivered exceptional customer experience by proactively resolving account setup issues and minimizing operational defects.
Financial Associate, Tax Specialist
Ocwen Financial
01.2014 - 01.2015
- Managed tax escalations, compliance documentation, and coordinated with legal teams to ensure regulatory adherence.
- Enhanced workflow accuracy to minimize risks and decrease turnaround times.
- Analyzed financial data to support reporting and decision-making processes.
- Prepared detailed reports on loan performance and compliance metrics.
- Collaborated with cross-functional teams to streamline financial operations.
Education
BBA - Business Administration
Birla Institute Of Technology
.06-2014
Skills
- Customer success
- Support operations
- Support optimization
- Support team leadership
- Strategic planning
- OKR management
- Key performance indicators (KPIs)
- Data analysis and insights
- Reporting capabilities
- Process design
- Operational efficiency
- Automation strategies
- Dashboard creation
- Partnership management
- Escalation handling
- Quality assurance
Customer Success Support Operations Leader
12+ years in Customer Success Operations, Customer Support, Post-Sales Leadership & Revenue Operations. Expert in building scalable support operations, optimizing processes, managing global teams, improving adoption, and enabling Support organizations to exceed Net Revenue Retention goals. Strong ability to partner with Support, CS Ops, and Revenue Operations leaders to design operational frameworks, measure impact, and deliver exceptional customer value.
Timeline
Group Manager, Customer Service Operations
Amazon
01.2022 - 01.2025
Team Manager, CMS Analyst BA4
Barclays
01.2021 - 01.2022
Customer Support & Administrative Associate
Oracle
01.2020 - 01.2021
Client & Support Operations
JP Morgan Chase & ANZ Bank
01.2018 - 01.2020
Wealth Operations Specialist
ANZ Bank
01.2015 - 01.2018
Financial Associate, Tax Specialist
Ocwen Financial
01.2014 - 01.2015
BBA - Business Administration
Birla Institute Of Technology