Gowthami S
CS Team Manager
Coimbatore
Summary
Enthusiastic Team Manager and eager to contribute to team success through smart work, attention to detail and organizational skills. Clear understanding of goals and manages relationship with team and stakeholders. Motivated to learn, grow and excel in Amazon to impact positive customer and employee experience.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
CS Team Manager
Amazon
07.2020 - Current
- Collaborated with team members to achieve target results.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Owned multiple initiatives during Peak and ART to provide both Employee and Customer Satisfaction.
- Bagged “Outstanding Leader Award” for Q1 2021.
- Developed Interpersonal Skills and applied Leadership Principles in People Management to tackle critical issue and succeed with achieving results.
- Worked on adhoc recruitment and interviews.
CS Resolution Specialist
Amazon
09.2018 - 07.2020
- Worked on IN Whistler Project and excelled in Project work by finding out Root cause for Customer Issue and fixed the Issue for better customer experience.
- Star performance in IN Whistler Project during my DART stint has helped me bag the "EMPLOYEE OF THE YEAR 2020" Award.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Connected with customers to address questions and resolve issues through phone and email.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
CS Associate
Amazon
07.2017 - 09.2018
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked flexible hours across night, weekend and holiday shifts and managed over 50-100 calls/chats per day.
- Worked in adhoc project works for Andon process and efficient customer experience.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Kalaivani College of Technology
Coimbatore 08.2012 - 04.2016
Skills
Team recruiting
Team leadership and supervision
Microsoft Office
Problem solving and Root cause
Smart worker
People Management and administration
Data Analysis
Call Auditing
Timeline
CS Team Manager
Amazon
07.2020 - Current
CS Resolution Specialist
Amazon
09.2018 - 07.2020
CS Associate
Amazon
07.2017 - 09.2018
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Kalaivani College of Technology
08.2012 - 04.2016