Avinash Kulkarni
Hyderabad
Summary
Energize customer relations specialist with 10 years of experience liaising with customers and management.
Successful in critical thinking to break down problems, evaluate solutions and make decisions.
Results-oriented with strong research and decision-making skills to determine specifications and develop action plans for projects.
Strong written and oral communication skills useful in summarizing and presenting findings to decision makers and developing strategic recommendations.
Self-motivated with desire to advance professionally.
Overview
11
11
years of professional experience
Work History
Executive Customer Relations (Legal)
Amazon Development Center
02.2020 - Current
- Addressing Legal team requests and customer issues forwarded by the Amazon Legal team and act as a bridge to provide necessary information and actions to rest the case
- Banking issues, related to payments raised by the bank on behalf of the customer.
- Working with customer's who have escalated the billing and payment issues to RBI and providing resolution, RCA and steps to prevent issues from repeating.
- Point of Contact for assigning tickets to team and ensuring the tickets are worked upon.
- Point of Contact for maintaining and sharing daily and weekly reports for tracking complains.
Holiday Team Manager
Amazon Development Center
08.2020 - 03.2022
- Managed a team of 26 new hires.
- Set goals for performance and deadlines to comply with company plans and vision.
- Produced thorough, accurate and timely reports of the associates to leadership to track performance.
- Monitored daily calls to provide timely feedback in areas of improvements.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge for better customer experience.
- Coached team for success by using corrective action processes.
- Motivated team members to consistently achieve or exceed performance expectations.
Executive Customer Relations (JEFF B)
Amazon Development Center
07.2017 - 02.2020
- Solve egregious customer experience to restore and strength trust in Amazon.
- Working with the right owners to create a lasting solution to customer issues.
- Weekly Business Report (WBR) for the leaders to present the details in the Weekly Conference to update the status on open Inquiries.
- SLA reporting and TAT report for the leaders to present and discuss in Weekly conference.
- Tracking Pending Action Items from the stakeholders to drive changes in the operations
- Tracking requests from outsourced sites to drive site level improvement
- Deliver personal, peculiar customer experience
- Coordinated with the Delivery and Operations team to solve long term customer issues with delivery in their area
- Pilot batch of Shipping and Delivery customer issues
- POC for fun activities
- On call responsibility for incoming request from customer via internal channels.
Subject Matter Expert
Amazon Development Center
04.2016 - 06.2017
- Provided Support to the customer service agents and newly joined team and drive first contact resolution.
- Auditing customer service associates calls and provide feedback for improvement of the team’s performance
- 1:1 with associate for knowledge transfer and feedback on how to handle customer issues.
Customer Service Representative
Amazon Development Center
10.2015 - 04.2017
- Handling UK retail customer quarries regarding their orders, payments, refunds, warranty services, rewards and other Amazon products.
- Handling Large Appliances related issues such as installation, brand visits, warranty issues
- Deal with customer sensitive information and suggest best alternative that aligns with company policy.
Process Developer
Genpact
10.2012 - 10.2015
- Started as process associate and moved to process developer within 11 moths of joining the organization.
- Collect payments from customers who were past due.
- HR POC, wherein I acted as bridge between peers and HR for any system, performance related issues.
- Subject matter expect , wherein helped new-joiners with process and tools used for collections.
Education
Bachelor of Science -
Osmania University
04.2012
Higher Secondary Certification -
Ratna Jr. College
04.2009
Secondary School Education -
St. Aurobindo High School
04.2007
Skills
- MS Word, MS Excel, MS PowerPoint
- MS SharePoint
- Amazon Tools: Quip, Project Manager, Heart-Beat
- Process Management
- Team Management
- Executive presentation skills
- Communication
- Training and Development
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- On the spot Award
- Business Enabler
Projects
- Worked with Risk Management Team, to investigate and help reduce fraud activities.
- Helped test new launched tools for Customer Support team.
- Worked with Legal Liaison to created a standard responses for multiple issues. Ex : Customer reached out to Amazon Customer Support to erase/ delete their data. Ex: Response to be sent to issues reported by an unknown complainant.
- Web site correcting : Working with Category team to correct, images, product description and warranty details.
- Correcting process and Optimizing SOP.
Timeline
Holiday Team Manager
Amazon Development Center
08.2020 - 03.2022
Executive Customer Relations (Legal)
Amazon Development Center
02.2020 - Current
Executive Customer Relations (JEFF B)
Amazon Development Center
07.2017 - 02.2020
Subject Matter Expert
Amazon Development Center
04.2016 - 06.2017
Customer Service Representative
Amazon Development Center
10.2015 - 04.2017
Process Developer
Genpact
10.2012 - 10.2015
Bachelor of Science -
Osmania University
Higher Secondary Certification -
Ratna Jr. College
Secondary School Education -
St. Aurobindo High School
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