Aug 2015
Present
Team Lead / Resolution Specialist
Amazon Development Centre Pvt Ltd
Pune, IN
- I have been a part of Amazon more than 5 years and had joined as a Customer Support Associate. I was trained for handling NA and CA, Email, Chat and Message us. Later on, promoted as Permanent Resolution Specialist around 2 years ago.
- I had served, multiple Operational Units like NA retail, CA retail, IN retail and UK retail.
- Successfully managed the activities and performance of 15-20 agents working in different skills which includes Chat, E-mails and Phones.
- Performed Quality Audits checks and parameters for the team aligned to me and helped the team whenever they required coaching or feedback for their overall improvement and development.
- Maintained team performance and achieved the goal on site as well as network level.
- I had prepared daily and weekly reports for the senior management. Which also helped me to dive deep and analyze the root cause and raising the bar.
- I had worked in email skill, chat skill and for phone skill for a short period of time. I had handled tenured as well as New hires (NHT batches ) and had provided over the shoulder support for the teams, ensuring they get hold on the process and deliver their best.
- I organize and took team meetings as well as one on one connects to address policies, discuss new technique or methods to simplify the task and queries.
- Currently I am working as a part of CASE team, which includes dealing with the customers personally on escalation chats and providing the best experience to the clients as well as ensuring to safeguard the company by applying the best judgement as well as providing adequate support to the associates with process knowledge and handling customer contacts.
- I had participated in Amazon Customer Excellence System (ACES) and Kaizen activity, which leads to successful Process Improvement and Gemba Idea.
- I had also conducted training and support for newly promoted CASE Team members.
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