Swayam Roka
Auchterarder,Perth and Kinross
Summary
Accomplished professional with extensive expertise in quality audit and compliance, associate training and coaching, and customer returns (ARC). Proven track record in process improvement, problem solving, and root cause analysis. Adept at managing performance and quality metrics while ensuring 5S and workplace safety standards. Demonstrated leadership in team settings, enhancing customer experience through cross-functional collaboration. Committed to driving continuous improvement and operational excellence.
Overview
18
18
years of professional experience
Work history
FC Associate I – Customer Returns & Audit Team
Amazon EDI4
2020.08 - 2026.06
- Perform quality audits to ensure customer returns meet Amazon standards.
- Provide coaching and feedback to associates to improve processing accuracy and quality.
- Identify defects, processing errors, and recurring issues using Apollo.
- Support process improvements to enhance customer satisfaction and operational efficiency.
- Act as a point of contact for associates regarding process queries and best practices.
- Maintain compliance with 5S and safety standards.
- Consistently achieve productivity and quality targets while supporting team goals.
- Collaborate across departments to drive operational excellence.
Sales Executive
Arnold Clark
2019.01 - 2020.08
- Delivered excellent customer service and built long-term customer relationships.
- Managed sales negotiations and supported end-to-end customer journeys.
Leadership Roles
Gleneagles Hotel
2008.01 - 2018.01
- Progressed through supervisory and management positions including Assistant Manager and Assistant Restaurant Manager, leading teams of up to 35 employees, delivering training, managing operations, and maintaining high service standards.
Education
SVQ Management Level 4 -
Bachelors - International Hospitality & Business Management
Queen Margaret University
EdinburghBachelor of Commerce - undefined
North Bengal University
IndiaGleneagles Management Trainee Programme - undefined
Lausanne Executive Leadership Programme - undefined
WSET Level 2 & Level 3 - undefined
Skills
- Quality Audit & Compliance
- Associate Training & Coaching
- Customer Returns (ARC)
- Process Improvement
- Problem Solving & Root Cause Analysis
- Performance & Quality Metrics
- 5S & Workplace Safety
- Team Leadership
- Customer Experience
- Cross-functional Collaboration
References
References available upon request.
Accomplishments
- Member of Amazon Audit Team for over 2 years.
- Recipient of Royal Academy of Culinary Arts Award of Excellence (2012).
- HIT Scotland Scholarship recipient (2014).
- Extensive leadership experience managing and developing teams.
Languages
English
Advanced
Hindi
Proficient (C2)
Nepali
Native
Bengali
Intermediate
Urdu
Intermediate
Timeline
FC Associate I – Customer Returns & Audit Team
Amazon EDI4
2020.08 - 2026.06
Sales Executive
Arnold Clark
2019.01 - 2020.08
Leadership Roles
Gleneagles Hotel
2008.01 - 2018.01
WSET Level 2 & Level 3 - undefined
Lausanne Executive Leadership Programme - undefined
Gleneagles Management Trainee Programme - undefined
Bachelor of Commerce - undefined
North Bengal University
Bachelors - International Hospitality & Business Management
Queen Margaret University