PYTHON
Hi, I’m
Ekta Sharma
TEAM LEAD
Pune
Summary
Dynamic Resolution Specialist with a proven track record at Amazon, excelling in complex problem resolution and effective communication. Leveraged strong analytical skills to implement strategies that reduced complaints and enhanced customer satisfaction. Recognized for training new team members and fostering teamwork, resulting in improved service delivery and client retention.
Resolution professional with solid foundation in conflict management and solution implementation. Proven ability to manage and resolve complex disputes, ensuring smooth operations and client satisfaction. Known for collaborative approach and adaptability in dynamic environments, leveraging keen problem-solving and communication skills.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
9
years of professional experience
3
Languages
Work History
Amazon
Resolution Specialist
10.2016 - Current
Job overview
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Participated actively in ongoing professional development opportunities to stay current on industry best practices and enhance personal skillset.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
- Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
Education
G H Raisoni Institute of Engineering And TechnologyNagpur
Bachelor of Technology from Computational Science
04.2001
Skills
Assertiveness
Software
SQL
Interests
LEARNING NEW THINGS
EXPLORING PLACES
Timeline
Resolution Specialist
Amazon
10.2016 - Current
G H Raisoni Institute of Engineering And Technology
Bachelor of Technology from Computational Science
04.2001