Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Deeksha Pathak

Delhi

Summary

Proven achiever with extensive experience at Amazon, adept in enhancing customer satisfaction and fraud prevention through advanced analytics and effective communication. Excelled in reducing case handling times and improving resolution rates by leveraging technical expertise and strong problem-solving skills. Skilled in MS Office, pivot table analysis, and team training, demonstrating flexibility and adaptability across various teams and schedules.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Customer Service Representative

Amazon
08.2021 - Current
  • Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
  • Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
  • Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
  • Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
  • Conducted thorough training sessions for new hires, improving overall team performance in addressing technical inquiries.
  • Actively participated in cross-functional projects, collaborating with colleagues from various departments to enhance overall service quality.
  • Coordinated closely with engineering teams to report software bugs and hardware defects, facilitating swift problem resolution for affected customers.
  • Generated reports to track performance and analyze trends.

Concession Abuse Prevention

Amazon
04.2018 - 07.2021
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
  • Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
  • Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
  • Enhanced fraud detection by implementing advanced data analytics techniques and tools.
  • Optimized fraud detection systems by incorporating machine learning algorithms for improved accuracy and efficiency.
  • Reviewed and updated policies regularly to ensure compliance with industry standards and regulatory requirements related to fraud prevention.
  • Streamlined fraud investigation processes, which accelerated resolution of cases.
  • Conducted research and interviews with relevant stakeholders to gather evidence and build case files.

Education

B.tech - Aeronautical Engineering

Malla Reddy College of Engineering And Technology
Hyderabad, India
07.2017

Skills

  • Good at Communication skills
  • Have presented and worked on projects with leaders and senior levels to make and improve work experience for customers and internal builders
  • Have worked with a report of around 2000 cases and made it into a pivot table in Excel to understand how we can reduce the time in handling cases and provide quick response to customers
  • Since I have worked in a technical field, provided technical terms and AWS related services to our external customers and resolved their queries Also provided technical assistance to our internal builders who are new to the system
  • Quickly able to adapt to changes as I have worked with various managers and teams within Amazon
  • Handled escalation contacts from our internal builders about customer cases which require urgent attention and assistance

Certification

  • Certified Cloud practitioner for AWS

Languages

German
Beginner (A1)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)

Timeline

Technical Customer Service Representative

Amazon
08.2021 - Current

Concession Abuse Prevention

Amazon
04.2018 - 07.2021

B.tech - Aeronautical Engineering

Malla Reddy College of Engineering And Technology

Similar Profiles

CREATE PROFILE
Deeksha Pathak