Akshay Raj
Coimbatore
Summary
Dedicated and detail-oriented professional with 7+ years of experience in customer support, escalations management, and quality resolution. Seeking the role of Quality Assurance Executive to leverage my skills in process improvement, compliance monitoring, and ensuring exceptional customer experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Amazon Development Center India Pvt. Ltd.
08.2018 - Current
- Handle escalated calls/chats, resolving customer concerns with a 90%+ resolution rate.
- Assist and coach first-level agents, conducting knowledge-sharing sessions to improve performance.
- Monitor quality parameters and ensure compliance with company standards.
- Provided leadership support, improving team resolution rates significantly.
Support Specialist
Amazon Development Center India Pvt. Ltd.
08.2016 - 07.2018
- Handled first-line client support, resolving 20–30 queries daily within SLA.
- Managed client escalations across US & Canada regions.
- Contributed to improved first-contact resolution rates (81%).
Education
Bachelor of Engineering (B.E.) - Computer Science
Karpagam University
Coimbatore, Tamil Nadu05.2018
Skills
- Escalation & Quality Management
- Root Cause Analysis & Process Improvement
- Communication & Accent Neutralization
- Customer Satisfaction Enhancement
- Coaching & Team Development
- Report Analysis & Documentation
Certification
- Udemy: Quality Assurance & Testing Essentials (in progress)
- Communication and Accent Improvement Workshops
Timeline
Resolution Specialist
Amazon Development Center India Pvt. Ltd.
08.2018 - Current
Support Specialist
Amazon Development Center India Pvt. Ltd.
08.2016 - 07.2018
Bachelor of Engineering (B.E.) - Computer Science
Karpagam University
Similar Profiles
G Vamshi KrishnaG Vamshi Krishna
Technical Executive at Amazon Development center India Pvt. Ltd through Shankar Electrical Services India Pvt. LtdTechnical Executive at Amazon Development center India Pvt. Ltd through Shankar Electrical Services India Pvt. Ltd
Sudarshan PSudarshan P
MIS & Finance Executive at Amazon Development center India Pvt Ltd (Account) Starcrest services Pvt Ltd (On role)MIS & Finance Executive at Amazon Development center India Pvt Ltd (Account) Starcrest services Pvt Ltd (On role)
Anukrit RajAnukrit Raj
Risk Manager-II at Amazon Development Center India Pvt. LtdRisk Manager-II at Amazon Development Center India Pvt. Ltd
DHANASEKARAN KRISHNASAMYDHANASEKARAN KRISHNASAMY
Product Delivery Leader - Renault & Nissan at Visteon Technical And Services CenterProduct Delivery Leader - Renault & Nissan at Visteon Technical And Services Center
Esakki Pandi SEsakki Pandi S
City Manager at NetAmbitCity Manager at NetAmbit