Adity Burjwal
About
I am a directionless, innovative, and blank professional. Directionless because I believe in exploring as many dimensions of work as possible, which makes me highly adaptable and flexible to work with any technology or role as required by the organization. I consider myself blank because I am willing to unlearn the learned— embracing the mindset that to master everything, one must challenge their own beliefs. These traits enable me to deliver innovative solutions and lead teams effectively, regardless of the nature of the challenge.
Experience
Manager I, MLD Ops, GO-AI
Amazon Development Centre Pvt. Ltd
Leading in-house operations delivery (VCC), managing a team of 25+ associates to ensure service levels, accuracy, and adherence to KPIs, SLAs, shrinkage, and retention targets.
- Conducting regular team reviews and driving overall performance.
- Fully accountable for the performance and results of reporting teams at the GO-AI center.
- Identifying improvement opportunities and leading process improvement projects.
- Establishing governance structures for smooth day-to-day operations.
- Ensuring compliance with program guidelines and industry standards.
- Regularly collaborating with internal stakeholders and cross-functional departments.
- Responsible for performance management, annual appraisals, and team development.
- Acting as a key leader for major projects under the GO-AI robotics program.
Customer Service Team Manager
Amazon Development Centre Pvt. Ltd
Led and developed a 25-member team supporting NA Messages & HBS skills. Handled performance management, reporting, and team evaluation.
- Implemented process improvements to boost accuracy, productivity, and quality.
- Delivered reporting and analysis to identify performance gaps and coach improvements.
- Worked on key operations pillars such as Andon Cord and Park.
Executive - Customer Success
Capillary Technologies Pvt. Ltd
Managed CRM (SaaS) product functions including campaigns, loyalty, BI, and issue resolution.
- Automated client solutions with documentation and provided bug fixes.
- Delivered actionable business insights and data visualization using SQL and BI tools.
- Shared daily to quarterly reports and coordinated across client/internal teams.
Executive - Customer Success
Wynaut Webventures Pvt. Ltd
Trained & mentored trainees in operational processes.
- Supported international outbound campaigns with managing 20-30 callers.
- Ensured reporting mechanisms and actionable insights for continuous improvement.
Customer Relationship Executive
WAO Academy
Encouraged repeat customer engagement and ensured satisfaction.
- Coordinated across internal teams and clients to deliver a seamless experience.
- Mentored 5-6 associates, guiding them to meet performance goals.
Education
Master in Commerce in Commerce
Shri Varshney College, Aligarh
Diploma in Portfolio Management
Aligarh Muslim university
Bachelors in Commerce in Commerce
Shri Varshney College, Aligarh
Skills
Management
Soft Skill
Customer Service
Software
Technical
Certifications
Excel Dashboard for Beginners
Certified mentor in mentorship program
Amazon
Certified in Making great hiring decision
Amazon
Six Sigma Green Belt
PMP Certification