Ebenezer Chatterji

To seek a challenging career and be a part of the team working dynamically towards the
growth of the Organization. Nearly 8.5 years of work experience in supporting and lead
roles, including voice, email and chat support. Familiar with major computer systems,
software programs, hardware, new feature upgrades, and conflict resolution, and possess
a positive attitude. Enjoyed solving customers issues with timely resolution and
remarkable FCR. Trained multiple NHT batches who struggle to attain their goals. Aiming
to use my proven skills to effectively fill the managerial role in the company to maintain
productivity and quality of service.

When I joined Amazon as a Chat representative the customers will be able to see only an option based on the resolution not based on the communication or empathy & agents helpfulness. Agents won't be able to help customers in certain situations due to some restrictions within system and company policies. Due to the negative responses given by customers the skillset of agent's weren't noted. Reported it to the Team manager and idea's have been shared with them to work with concern Program team where these questions needs to be changed. Now these have been changed due to the initiative which I raised on the initial stage joining Amazon customer service. Also reported about the false promises provided by the agents in-order to maintain their metric's. Hence a new metrics implemented as RAP where customer shouldn't contact within 3 days from the resolution provided date due to which FCR is maintained. While working as a Resolution Specialist found multiple fraudulent activities carried by customers using Amazon policies, which have been escalated immediately to business partners and hence policies have been changed to restrict these activities and  losses for company due to these activities have been reduced gradually to minimal from maximum.