Chander Nambissan

ey Role:

As a CS Program Specialist for Digital and Devices Command Center (D2C2), I work towards identifying and mitigating widespread and systematic customer facing problems for Amazon's global Digital, Devices and Alexa network. The key role involves researching and gathering information to identify widespread issues and assess the scope of impact, facilitating the fast resolution of emerging issues by acting as an advocate on behalf of the customer and engaging the appropriate internal teams to drive issue mitigation, and writing clear and digestible summaries of the issues as well as guidance for CS Operations.

Key Achievements:

• Presented proposal on SOP implementation to include alarming feature that would increase efficiency of the team in engaging Technical Developers on timely and urgent basis.
• Assumed role of PEAK Captain for 2023 PEAK period (Thanksgiving, Black Friday, Cyber Monday, Christmas, New-Year) supervising and coordinating with team to ensure all the widespread issues during the period are prioritized to ensure customer enjoys unhindered shopping experience.
• Collaborated and Coordinated with Ops, Support Ops and Tech teams during first Black Friday TNF series in 2024 to ensure customer receives effortless streaming and shopping experience.

Key Role:

As an Event Detection Specialist for Digital and Device Command Center (D2C2), we work towards creating and monitoring the internal alarming system to surface potential customer-facing widespread issues. We manually asses broken experiences against a pre-determined criteria to establish if the issue is widespread and needs to be escalated.

Key Achievements:

• Worked on a pilot project for monitoring CS contact trends and other reviewing platforms such as Social Media, Product Feedback, etc to ensure broken experiences are captured and escalated during the launch of Over-The-Air (OTA) updates on Amazon Devices.
• Worked on improving the overall Branding of the team and provide visibility among internal stakeholders to increase clientele base.

Key Role:

• Training newly hired batches on skills including Retail, Digital and Devices to provide technical customer support
• Providing up-skill training to customer service associates on various new launched and skills that enable them to effectively and proficiently assist customers in troubleshooting issues
• Working in unison with CS Operations team to ensure transition of newly hired associates to production, while maintaining the performance metrics as per the OP2 goals
• Prepare detailed reports analyzing course completion rates, learner satisfaction scores

Key Achievements:

• Achieved an average of 95% graduation rate within the first 3 weeks of partial production for New Hire Batches.
• Achieved an average feedback/quality score of 90+% for up-skill training sessions provided for existing employees.

Key Role:

• Served as an escalation point for challenging cases, effectively addressing customer concerns and finding appropriate resolutions.
• Enhanced customer satisfaction by efficiently resolving complex technical issues.
• Acted as a mentor for junior team members, offering guidance and support in both technical knowledge and customer service skills.
• Worked on multiple contact channels such as E-mails, Chats and Calls, thereby increasing team productivity rate by 25%.

Key Role:

• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Key Achievements:

• Assume the role of Subject Matter Expert (SME) to provide on-floor support to New Hire Trainee during the first 3 weeks of partial production.
• Consistently achieved an average customer Positive Response Rate (PRR) of more than 90%.

Key Role:

• Developed long-lasting client relationships through exceptional communication and understanding of individual needs and thereby increasing overall basket size by 20%.
• Enhanced store sales by creating visually appealing merchandise displays that attracted customer attention which led to increase in number of Store walk-ins by 20%.
• Mentored junior consultants, fostering professional growth and enhancing team performance.
• Increased customer satisfaction by providing personalized fashion advice and outfit recommendations leading to repeat customers.

Key Achievements:

• Provided Managerial support during the absence of leadership.
• Conducted Audits and provided daily stock and sales report to franchise owner.
• Represented the Store during the Annual National Conference, while also being nested for Store Manager position.