Basics Of HTML
Deeptanshu Kaul
Resolution Specialist/Lead
Noida
Summary
Focused customer relations professional skilled in lead generation, customer relationship development. Accomplished in providing unsurpassed support to demanding customers. Offering 4+ years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.
Further, to work for an organization/field which provides me the opportunity to improve my skills and knowledge that will make my working domain better and subsequently give me the opportunity to grow along with the organization. In the world, dominated by the dynamism of technology I am ready to work and progress especially in the field of Operations, Strategy & Management.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
ECR Quality Analyst
Amazon
09.2022 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Promoted collaborative approach to problem-solving, leveraging team strengths to address complex quality challenges.
Resolution Specialist B2B Market Place
Amazon
08.2020 - Current
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-day-day duties accurately and efficiently.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Increased customer satisfaction by resolving escalated issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Moved to Dynamic Andon Response Team(DART) in month of December.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Maintained energy and enthusiasm in fast-paced environment.
- Maintaining checks and balances between the SOP's and new issues and resolutions that can prove helpful.
Associate IN/NA Market Place
Amazon
08.2018 - 08.2020
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.
- Reporting of frauds, suspicious activity on accounts and taking further steps there if needed.
- Amazon Customer Excellence System(ACES) Stage 1 certified.
- Discussions on contact reductions by evaluating and reporting the process lags.
- Responsible for handling customer contacts both in India and North America Continent.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Managed customer relations and customer service through daily communication and interaction.
- Supported branding strategy by ensuring product displays aligned with corporate standards.
- Assisted with price verification and implemented adjustments for discounts or promotions.
- Modified and refined offerings and operational practices to meet changing customer requirements.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
Education
Bachelor of Technology - Computer Science And Engineering
Kurukshetra University
Kurukshetra 09.2010 - 06.2014
MBA - Operations Management
Amity University
Noida 06.2019 - 09.2021
Skills
People Management
Quality Management
Complaint resolution
Performance Reporting
Training and Development
Report Preparation
Project Management
Quality improvement
Accomplishments
- Improved Quality Compliance.
- Cross Functional Collaboration.
- Data Driven improvements.
- SOP Enhancement.
Software
Basics Of CSS
Office Suite
Google Workspace
Interests
OTT Media Browsing
Reading Books on mental awareness and fitness
Reading and Watching Biography/Documentaries
Poetry
Timeline
ECR Quality Analyst
Amazon
09.2022 - Current
Resolution Specialist B2B Market Place
Amazon
08.2020 - Current
MBA - Operations Management
Amity University
06.2019 - 09.2021
Associate IN/NA Market Place
Amazon
08.2018 - 08.2020
Bachelor of Technology - Computer Science And Engineering
Kurukshetra University
09.2010 - 06.2014
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