Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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 Nadu
05.2018

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
Akshay Raj