Atharva Bachha
Pune,MH
Summary
Results-oriented professional with a demonstrated history of working in the E-commerce industry, enhancing customer service excellence through effective training and process improvement. Spearheaded training material updates and reduced bottlenecks, showcasing exceptional stakeholder management. Achieved significant growth in associate performance and customer satisfaction, demonstrating critical thinking and a positive impact on organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Training Specialist
Amazon
03.2022 - Current
- Onboard and train newly recruited Customer Service Associates on process and communication techniques for providing prompt, accurate, and courteous customer service to Amazon customers, helping solve problems.
- Coach Customer Service Associates on various topics including conflict resolution and goal achieving to foster individual growth within the company.
- Develop training plans, tutorials and reference materials.
- Spearhead updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Assessed additional needs based on training progress and collaborated with stakeholders to meet requirements.
Customer Service Subject Matter Expert
Amazon
09.2020 - 03.2022
- Established positive and effective communication among Customer Service Associates and organization leadership, reducing miscommunications, and missed SLAs.
- Providing process knowledge and real-time scenario support to Customer Service Associates.
- Reduced process bottlenecks by training and coaching Customer Service Associates on practices, procedures, and performance strategies.
Customer Service Associate
Amazon
07.2019 - 09.2020
- Resolved large volume of customer queries promptly with positive attitude and focus on customer satisfaction.
Education
Bachelor of Engineering - Information Technology
Savitribai Phule Pune University
Pune, India06-2019
Skills
- Training delivery
- Process Improvement
- Critical & Thinking
- Escalation Management
- Stakeholder Management
- Learning management systems
- Training program development
- RTM Awareness
- MS Excel, Word, Power-Point
- Customer Handling (Domestic & International)
Certification
SAP(SD) Certification S/4 HANA
Additional Information
Process Launch - Rosetta Specialized CS Process for Lite Marketplaces at Amazon
- Spearheaded Rosetta specialized customer service process at Amazon for lite marketplaces such as AU, SG, DE, IT and FR. Coordinated collaboration between design, content, and program teams to ensure cohesive SOP creation for handling customer queries in lite marketplaces and trained newly recruited Customer Service Associates excelling the KPIs.
Call Centre Data Analysis
- Analyze call center data, identifying KPIs and trends. Provided insights on agent performance, call volumes, resolution times, and customer satisfaction, enabling data-driven decisions to enhance operational efficiency and customer experience.
Accomplishments
Best Mentor Award, Star Performer Award
Timeline
Training Specialist
Amazon
03.2022 - Current
Customer Service Subject Matter Expert
Amazon
09.2020 - 03.2022
Customer Service Associate
Amazon
07.2019 - 09.2020
Bachelor of Engineering - Information Technology
Savitribai Phule Pune University
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