Summary

I was employed by Amazon India (a U.S. based organization) in July 2014 as a Customer Service Associate (Chat skill) to support Amazon India clients. Later, in August 2015, I was promoted as a Resolution SME (Escalations) to support Amazon United Kingdom clients by serving as a liaison between customer support team, management and customers to improve customer service and business productivity. I was responsible for analyzing customer complaints and providing immediate appropriate corrective actions. My duties included guiding and directing customer service team towards achieving operational goals. Ensuring that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction. Provided supervision and technical assistance to customer service team to attain departmental and organizational goals. Responsible for maintaining communication with customers via emails, phone calls, mails, etc. Prepared documentation and reports on routine customer correspondence for future reference purpose.