Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Certification
Timeline
Generic

ARADHYA PRAKASH

Hyderabad

Summary

  • Google IT Support, Salesforce Sales Operations andGoogle IT Automation with Python Professional.
  • Escalation Specialist at Amazon with over 7+ years of total experience in customer service handling executive level escalations via emails and outbound calls maintaining high quality and SLA for both domestic and international sites.
  • Proficient in handling tough customers and providing them with speedy resolutions.
  • Led successful initiatives, including team lead at new site in Manila, Philippines, achieving 90% quality score across the site in 3 months.
  • Certified Six Sigma Executive Master Black Belt (CSSE-MBB).

Overview

8
8
years of professional experience
1
1
Certification

Work History

Escalation Specialist

Amazon
Hyderabad
08.2019 - 12.2023
  • Equipped to handle CEO and executive-level critical customer complaints and escalations related to potential violations by drivers, and ensure a 90+ quality score along with minimum variance from network CHT.
  • Experience in handling and monitoring real-time metrics, and creating KPIs to gauge performance.
  • Analyze and solve operational barriers, with a focus on understanding root causes, by conducting 1:1 coaching sessions with team members and creating development plans to ensure holistic development.
  • Create an effective business strategy to provide a speedy resolution.
  • Led the setup of Shipping and Delivery Support (SDS) operations in Manila, Philippines; optimized contact workflows, slashing Service Levels (SL) time by 50% within 3 months.
  • Conceptualized and automated a system to reduce the handling time of duplicate contacts by 30%.
  • Led quality assurance projects to increase overall site quality by 20%, partnering with team managers and related stakeholders.
  • Spearheaded new hire orientation and onboarding training with a 94% success rate.

Training Specialist

Amazon
Hyderabad
08.2018 - 08.2019
  • Designed and deliver training content for email handling, call handling, customer handling, and account handling skills, resulting in a 30% improvement in new hires' quality scores
  • Reduced error rate by 15% by facilitating one-on-one coaching sessions, call/email reviews, live monitoring, and role plays

Team Lead

Amazon
Hyderabad
09.2017 - 08.2018
  • Managed a team of 10-15 Associates and work as SME to resolve business related queries
  • Facilitated 2-3 weekly audits and pass on effective feedback/coaching to ensure adherence to overall network metrics
  • Analyzed data, identified issues, and developed solutions to improve customer experience
  • Handled over 15k+ contacts,tickets
  • Facilitated in innovation programs like 'Kaizen' and 'Gemba' with max submissions of 30+ ideas

Customer Service Representative

Amazon
Hyderabad
06.2016 - 09.2017
  • Achieved a record-low handling time of 3 minutes, with a variance of '-2:30 minutes' to network

Education

Bachelor of Science - Mechanical Engineering

Integral University
Lucknow
07-2016

Skills

  • Escalation handling
  • De-escalation techniques
  • Customer Relationship Management
  • Training development aptitude
  • Staff education and training
  • Analytical skills
  • Customer relations
  • Trained in Salesforce
  • Tableau (business intelligence software)
  • Lean Six Sigma Certification
  • Refunds processing
  • JIRA
  • IT support
  • SQL (programming language)

Languages

  • English, Highly proficient
  • Hindi, Native speaker
  • German, A2

Personal Information

Title: Escalation Specialist

Certification

  • Google IT Automation with Python Professional Certificate.
  • Google IT Support Professional Certificate.
  • Salesforce Sales Operations Professional Certificate.
  • Communicating with Emotional Intelligence.
  • Master Black Belt in Lean Six Sigma.

Timeline

Escalation Specialist

Amazon
08.2019 - 12.2023

Training Specialist

Amazon
08.2018 - 08.2019

Team Lead

Amazon
09.2017 - 08.2018

Customer Service Representative

Amazon
06.2016 - 09.2017

Bachelor of Science - Mechanical Engineering

Integral University

Similar Profiles

CREATE PROFILE
ARADHYA PRAKASH