C. LAXMAN PRAKASH

• Directed day-to-day operations for 8 L4 managers and 135+ data associates across 7+ workflows, processing 94.8K tasks; improved network efficiency by 18% (60.4% → 78.3%), reduced NPT (Non-Productive time) to 9% vs. 11.6% target, and drove 14.6% quality gains (76% → 90.6%).
• Developed and implemented an 8-pillar Operations Excellence Framework, driving standardization and operational efficiency through strategic focus on various support functions such as Quality, Execution, privacy etc.
• Led workflow-specific quality transformation, raising performance by 49% (36% → 87%) through verification redesign, dashboard improvements, DA coaching, and customer sync enhancements.
• Implemented Lean Six Sigma (LSS) program as site POC, enabling 5 managers to earn Yellow Belt certification in 6 weeks, embedding a culture of continuous improvement.
• Spearheaded Side-by-Side (SBS) initiative, managing 25+ requests across 7 workflows within a 48-hour SLA, driving 30+ hours of cross-functional collaboration with Privacy, Ops Tech, PXT, and Quality teams.
• Drove Customer-to-DA (C2DA) program, enabling 30+ engagement hours with 7 L5–L8 leadership teams across AGI and AWS; showcased PO workflows, strengthening leadership visibility into data labeling operations.
• Established Quality–Ops partnership forum, addressing 14+ critical quality challenges and standardizing monitoring practices across workflows, enabling faster issue resolution and alignment.
• Designed and executed DA Uplift program for 25 underperforming associates; implemented targeted interventions resulting in 90%+ quality performance across critical workflows.
• Partnered with BI to launch a DA scorecard dashboard with 17 structured metrics and a tiered correction action framework, standardizing accountability and enabling real-time performance management.
• Orchestrated end-to-end hiring program for L4 MLDA roles (585 applicants → 15 hires), conducting 110+ resume reviews and 40+ interviews; streamlined evaluation via a standardized four-tier interview framework.
• Delivered device migration programs (Windows 10 → 11, unrestricted → Sensai) for 80+ assets, achieving zero productivity loss and boosting secure device compliance from 33% → 75%.
• Launched onboarding playbook for 111 new hires, cutting manager admin time by 3 hours weekly and reducing IT-related issues by 30%; standardized processes for hardware, access, and compliance.
• Produced monthly site newsletter and fun & engagement calendar (30 events), strengthening associate engagement, improving transparency, and aligning team culture with organizational goals.

Out-of-Cycle Suspension Program:

• Managed Out-of-Cycle Suspension program which aimed at suspending accounts that are not identified in automated suspension process.

• Coordinated with finance, Legal, Sales, customer service, tech, and product teams for effective suspension processes.

• Implemented process improvements that reduced time to close OCS requests by 50% with a dollar impact of USD 3.9M in 2023

• Ensured suspension of ~3K accounts in 2023 that had a bad debt of USD 167.7M, potentially saving USD 14M per month that would've accrued as bad debt.

Workforce Management program for AWS Monetization team:

• Led Workforce Management for 12 teams and 400+ employees in AWS Monetization.

• Secured operational volume data from stakeholders, ensuring accurate reporting.

• Forecasted workload volumes and HC needs based on historical trends and improved forecasting accuracy by 16%.

• Developed strategic plans optimizing workforce allocation, enhancing productivity and presented the status to the leadership in partnership with Finance

• Set-up dashboard in partnership with BI to simplify data collection and reporting tasks by 70%

Billing system testing program for Seller of Record (SoR) launches:

• Performed QA and Accounting testing for new Seller Of Record (SOR) launches in UAE and Indonesia which are projected to generate USD 5B over the next 5-years

• Collaborated with Technical Program Managers (TPMs), Finance, Product, and Tech teams to ensure successful implementation and integration of new SOR systems.

• Identified and resolved issues during testing phases, ensuring system accuracy and compliance with financial standards.

Billing acceptance and Process Improvement:

• Developed and executed strategies to optimize these metrics, which accelerated revenue recognition and improved operational efficiency, leading to Free cash flow of USD 4.2 MM per month.

• Led initiatives to enhance billing acceptance and streamline processes, resulting in precise invoicing and reduced errors.

• Implemented process improvements targeting key metrics such as Service Level Agreements (SLA), time to resolution, and transfer rates.

• Streamlined the Knowledge management database by simplifying the SOPs and migrating to an optimized knowledge management tool in partnership with KM team.

Team Leadership and Performance Management:
• Led an org of 90+ transportation specialists and 6 Transportation Managers.
• Managed shift performance by coordinating with 23 Transportation Managers and 10 transportation Leads.
• Ensured shift KPIs such as SLA, AHT, idle time, disruptions/hour, NPT, and shrinkage goals were met.
• Managed leadership-level escalations from FCs, Equipment team and other stakeholders.
• Promoted 4 Transportation specialists to Transportation managers.

Operational Launches and process improvements:
• Led the operational launch of the labor planning tool "Aria" for 600+ specialists and managers and helped improve adoption by 4123 bps from 51% to 92% in a span of 2 weeks.
• Proposed and executed process improvement initiatives that helped improve DEA (Delivery Estimate Accuracy)

Disruption Management and HC Planning:
• Led LSEs due to extreme weather, tool outages, and site closures.
• Hosted DBR and WBR calls for the Disruption Management team with Sr. Leadership and stakeholders from FCs.
• Managed HC planning and shift scheduling for ~350 specialists and 33 managers.
• Initiated a workforce management program improving manager bandwidth by 60%.

Training and Recruitment:
• Conducted interviews for Transportation specialists, Transportation Manager and Program Manager roles.
• Re-designed and led New Hire Training and other programs to meet
operational needs and KPIs
• Led the FTC to FTE conversion program for ~200 transportation specialists.

• Delivered 1,500+ hours of training across transcription, annotation, and emotion-tagging workflows.
• Built and scaled training programs (Trainer Launchpad, Mentor Certification) to improve delivery quality.
• Created global training for AI/ML data types, enabling faster process integration and quality improvement.

• Delivered comprehensive training programs for new hires and tenured associates in global marketplaces.
• Improved trainee performance by 18% in four weeks through targeted coaching and remediation.
• Provided top-tier customer support across multiple channels; awarded 'Best Performer of the Month' four times.