Rishika Singh
St. Thomas,Canada
Summary
Dynamic leader with proven expertise in operations and project management, honed at Amazon. Excelled in enhancing process efficiencies, skilled in root cause analysis and mentoring, I embody teamwork and leadership, driving significant quality improvements and fostering a collaborative environment.
Overview
6
6
years of professional experience
Work History
Area Manager
Amazon Canada
Kitchener, Ontario
09.2024 - Current
- Coach, manage, and develop a team of 30 to 50 hourly associates.
- Communicate policies to the team, and act as the primary information source for the team.
- Maintaining compliance, consistency, and taking corrective action when needed
- Create, manage, and support recognition programs
- Support all safety programs and OSHA compliance to ensure a safe work environment for all associates
- Ensure procedures are followed for building security and product loss prevention
- Partner with the management team to establish and maintain quality control standards
- Develop performance goals and targets to achieve customer demand and ensure accuracy and quality
Lead Operations Specialist
JWO Technology - Amazon India
12.2022 - 06.2023
- Improved the Root Cause Analysis (RCA) tool by proposing enhancements, including features like automated population of take and return interactions, control over video speed and assign/unassign options. Introduced a brightness and contrast feature to the tool, resulting in improved clarity of products and a 72% reduction in defects.
- Launched the Dash Cart Defect Snapshot learning series, delivering weekly updates on prevalent defect categories, contributing to a 37% decrease in defects.
- Created SOP for the specialists to streamline the process.
- Recognized and resolved Ghost WHAMs defects originating from poor camera quality, reducing their occurrence by 60% through insights shared with the BI Team.
- Developed a status form, AUX report mechanism, and automated session generation in collaboration with the tech team.
- Collaborated with stakeholders to analyze various defect buckets, leading to a 45% year-to-date reduction.
Operations Specialist
JWO Technology- Amazon India
07.2021 - 11.2022
- Trained a new hire batch of 24 associates for the first six weeks of production.
- Organized one-on-one sessions, daily huddles, and helped the team improve from 43 DPKO in the first week to 11 DPKO by the start of week three.
- Created Error Trend Analysis reports to highlight areas of improvement and gaps.
- Facilitated calibration calls with multiple stakeholders (LX Team, Program Team, and Tech Team) to address gaps within the SOP and identify possible flaws with the tech, leading to an improvement in tech by 68.7%.
- Created Product Recognition Flyers containing detailed descriptions of specific products to assist associates in better product identification, resulting in a 65.2% improvement in DPKO
- Worked on project focused R&D on annotating sessions, identifying underlying issues, and providing targeted training to enhance the performance of AI
- Created a new set of SOPs for ticket triage, establishing a systematic approach for associates to submit trouble tickets, and mitigating duplication and ticket surplus, resulting in a 76% reduction in duplicate tickets.
- Improved the Root Cause Analysis (RCA) tool by proposing enhancements, including features like automated population of take and return interactions, control over video speed, and assign/unassign options.
- Introduced a brightness and contrast feature to the tool, resulting in improved clarity of products, and a 72% reduction in defects.
- Launched the Dash Cart Defect Snapshot learning series, delivering weekly updates on prevalent defect categories, contributing to a 37% decrease in defects.
- Recognized and resolved Ghost WHAMs defects originating from poor camera quality, reducing their occurrence by 60% through insights shared with the BI Team.
- Developed a status form, AUX report mechanism, and automated session generation in collaboration with the tech team.
- Collaborated with stakeholders to analyze various defect buckets, leading to a 45% year-to-date reduction.
Machine Learning Data Associate
Alexa Data Services - Amazon India
08.2018 - 06.2021
- Transcribed 1,500+ user inputs per day through Alexa voice commands, consistently achieving a high velocity of 72 compared to the target of 30, and maintained 98% quality against the target of 93%.
- Created and tested new conventions for Alexa – Hindi.
- Subject Matter Expert (SME) and Point of Contact (POC) for Alexa - Hindi.
- Trained and mentored over 60 new hires and three managers across the Delhi and Hyderabad sites on the process.
- Organized daily huddles and calibration sessions across the Chennai, Hyderabad, and Delhi sites to address common errors and to improve the team's overall quality from 83% to 91%.
- Collaborated with stakeholders from Seattle on the NLU (Natural Language Understanding) vertical, aiming to enable Alexa to respond in multiple languages.
- Owned and successfully operated network-level Kaizen projects for transitioning from Ubuntu to CSOS.
- Overseeing team management in the absence of the team manager.
- SME for Help Tool aiding both new team members and the bottom quartile to help achieve an improved quality target of 95%.
- POC for L&D courses, Overturn Reviews, Lost Hours, and Attendance tracker.
- The point of contact for communicating convention and procedural updates is streamlined and shared across all the shifts, transcription DAs.
- Created and organized PKTs for the associates across various sites.
- Responsible for identifying errors and conducting individualized one-on-one sessions with associates to guide and mentor them in minimizing these errors.
Education
PG Diploma - Project Management
Fanshawe College
London, ON01.2024
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
Hyderabad01.2018
Skills
- Project Management
- Operations Management
- Team player
- Leadership
- Problem solving
- Training and mentoring
- Deep Dives
- Root Cause Analysis
- Quality Analysis
- Data analysis
Languages
- English
- Hindi
- Telugu
Milestonesandachievements
- Identified as the first Mentor for Alexa.
- Played a pivotal role in establishing a new site in New Delhi for Alexa - Hindi.
- Received 17 awards for reaching extra mile in Quality and Velocity.
Timeline
Area Manager
Amazon Canada
09.2024 - Current
Lead Operations Specialist
JWO Technology - Amazon India
12.2022 - 06.2023
Operations Specialist
JWO Technology- Amazon India
07.2021 - 11.2022
Machine Learning Data Associate
Alexa Data Services - Amazon India
08.2018 - 06.2021
PG Diploma - Project Management
Fanshawe College
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
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