Anumeha Santhalia
Resolution Specialist
New Delhi,DL
Summary
Resolution Specialist at Amazon Development Centre Pvt Ltd. 3+ years of Customer Service experience, expertise in handling customer problems and providing timely resolutions. Strong interpersonal skills and a never say no attitude.
Overview
3
3
years of professional experience
Work History
Resolution Specialist
Amazon Development Centre Pvt Ltd, Noida
07.2020 - Current
- Improve Average Handle Time (AHT), Improve Service Levels as against targeted SLs, Improve Negative Response Rate (NRR) & First Contact Resolution (FCR) metric whilst achieving targeted NRR.
- Encourage peer coaching and self-learning by providing right resources and tools, Monitor and take action on site escalation queues to ensure targeted Service Levels are met.
- Deal with CSA performance issues positively, quickly and respectfully.
- Share probable solution to defects with ACES team, team manager, GEMBA board, site LSC and participate in creating final solution.
- Manage productivity and maintain consistently high standard with regard to the score card and being amongst the Top 10 resources of the site.
- Leading a team of 20-25 associates and managing their performance.
Customer Service Associate
Amazon Development Centre Pvt Ltd, Noida
06.2018 - 07.2020
- Provide troubleshooting and technical assistance to customers.
- Assess customer's needs and translation into solutions.
- Coordinate with customers to resolve any billing inquiries.
- Act as first point of contact for customers seeking help with products or technical issues.
Education
Bachelor of Engineering -
Bengal Institute of Technology (BIT)
04.2013 - 06.2017
12th -
Vijayvargia Bal Vidyalaya
04.2012 - 06.2013
10th -
DAV Public School
04.2010 - 06.2011
Skills
Problem solver
undefinedAccomplishments
- Won Amazon Customer Obsession Awards(5+).
- Have been the part of inclusion and diversity of my site.
- Point of contact of VOA(voice of amazon) for the site.
- Won RNR awards for multiple months.
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