Pooja Agarwal

Product Manager

Hyderabad, Telangana, India11 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in customer service excellence.
Expert in building and leading high-performing teams.
Skilled in transforming complex problems into customer solutions.

Stackforce AI infers this person is a Customer Experience and Product Management expert in the eCommerce sector.

Contact

Skills

Core Skills

Customer Service ManagementTeam LeadershipTraining ManagementProcess ImprovementCustomer SupportSocial Media Management

Other Skills

Customer ServicePerformance ManagementTeam ManagementTrainingEmployee TrainingProblem SolvingSocial MediaContent WritingMicrosoft OfficeMarket ResearchQuality AuditingCustomer SatisfactionsprinklrCHTML

Experience

11 yrs 3 mos

Total Experience

6 yrs

Average Tenure

11 yrs 3 mos

Current Experience

Amazon

5 roles

Senior Product Manager

Promoted

Dec 2025 – Present · 5 mos

Manager, Program and Product

Jan 2017 – Dec 2025 · 8 yrs 11 mos

Customer Service Manager

Promoted

Apr 2016 – Aug 2017 · 1 yr 4 mos

Oversee the achievement and maintenance of agreed customer service levels and standards.
Direct the daily operations of the customer service team.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
Handle complex and escalated customer service issues.
Analyze relevant data to determine customer service outputs.
Identify and implement strategies to improve quality of service, productivity and profitability.
Liaise with company management to support and implement growth strategies.
Co-ordinate and manage customer service projects and initiatives.
Ensure budget requirements are met.
Evaluate and performance management of the staff.
Identify and address staff training and coaching needs.
Report regularly to senior managers on how well teams are performing and whether key targets are being met.
Helping to recruit, train and appraise new staff.

Customer ServicePerformance ManagementProcess ImprovementTeam ManagementCustomer Service ManagementTeam Leadership

Training Specialist

Promoted

Aug 2013 – Apr 2014 · 8 mos

Delivered the approved training content, quality and coordination for all new hire, refresher, and launch trainings for amazon.co.uk customer service.
Conferring with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
Reports on progress of employees under guidance during training periods. Maintain trainee records.
Managed the logistics of learning and create an effective learning environment along with report on testing results.
Ensuring conversion of new hires within Ramp period to match business as usual state, reduction in repeat errors.
Responsible for driving the process awareness across the skill through various initiatives.

TrainingProcess ImprovementEmployee TrainingTraining Management

Customer Support Associate

Jun 2012 – Aug 2013 · 1 yr 2 mos

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Investigate customer’s problems, providing accurate and factual replies.
Delight the customer above and beyond the call of duty.

Customer ServiceProblem SolvingCustomer Support

Social redirect

Social Media Manager ( Freelancer)

Jun 2012 – Mar 2013 · 9 mos · Greater Hyderabad Area

Manage social media campaigns and day-to-day activities. Duties include online advocacy, writing editorial, community-outreach efforts, promotions, etc. Content writer for the Deccan chargers
Become an advocate of the Company in social media spaces, engaging in dialogues and answering questions where appropriate.
Monitor trends in social media tools, trends and applications.
Creating social media campaigns and calls-to-action that drive target buyers to client sites and generate leads for our clients.
Oversee online contests, polls, product giveaways and sweepstakes that are included in social media platforms.

Social MediaContent WritingSocial Media Management