Nov 2024 – Present · 1 yr 7 mos · India

• Provided customer support for “Amazon North America clients” via voice, assisting with shopping services including returns, refunds, and account-related queries in the “Retail Department” (6 months). Currently handling “Amazon Card Support Services”, assisting customers with card activations, billing queries, payment issues, replacements, and account security. Managed high-volume inbound calls, ensuring accurate and timely resolution while maintaining quality and compliance standards. Consistently achieved high customer satisfaction (CSAT) scores through empathetic and professional communication. Demonstrated strong problem-solving skills by resolving escalations and complex issues within defined SLAs. Maintained strict adherence to process guidelines, data privacy, and compliance policies. Collaborated with team leads and quality analysts to improve service delivery and meet performance metrics. Recognized for maintaining high productivity and accuracy while balancing customer satisfaction and operational goals. Gained hands-on experience with CRM tools and ticketing systems to log interactions and track issue resolution. Assisted in guiding customers through Amazon’s platform features, including tracking shipments, updating payment methods, and navigating promotions.

Nov 2019 – May 2021 · 1 yr 6 mos

• Managed guest inquiries, feedback, and requests with professionalism and courtesy, ensuring high levels of guest satisfaction. Coordinated with various departments to address guest concerns promptly and effectively, fostering positive relationships between guests and the hospital. Provided personalized assistance to guests, including arranging transportation, accommodation, and special requests to enhance their experience. Attended regular training sessions on customer service best practices and hospital procedures, resulting in improved guest service standards. Maintained accurate records of guest interactions and feedback, analyzing data to identify trends and areas for improvement. Acted as a liaison between guests and hospital management, conveying guest feedback and suggestions to facilitate continuous improvement in services.

Feb 2019 – Oct 2019 · 8 mos

• Managed client accounts and developed strong relationships with customers to understand their financial needs and promote SBI credit card products. Provided personalized assistance to clients, including explaining product features, benefits, and terms, to facilitate informed decision-making and maximize customer satisfaction. Conducted outbound calls to prospects and existing customers to promote credit card offers, upsell additional products, and cross-sell related services. Met or exceeded sales targets by effectively utilizing sales techniques, overcoming objections, and closing deals in accordance with company policies and regulations. Maintained accurate records of customer interactions, transactions, and feedback in CRM systems, ensuring data integrity and compliance with data protection regulations. Collaborated with team members and supervisors to share best practices, address challenges, and achieve team goals.