Gulfisha Sana Shaik
Kakinada
Summary
Dedicated Customer Service Representative with experience in handling inquiries, resolving complaints, and enhancing satisfaction via chat support. Skilled in relationship-building, high-pressure scenarios, and process optimization. Proficient in MS Office and basic web technologies, committed to quality service and retention.
Overview
3
3
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Customer Service Associate
Amazon
09.2024 - 03.2025
- Handled real-time customer queries through the chat process, ensuring prompt and efficient resolution
- Managed over 39 inquiries per day while maintaining a consistent 100% positive feedback rating
- Improved overall customer survey ratings by 38% through quality support and personalized assistance
- Reduced negative reviews by 46% by effectively identifying and resolving issues
- Streamlined chat dispatching and ticket-handling processes to boost resolution speed and customer satisfaction
- Maintained high performance under pressure, ensuring accurate and timely issue resolution
- Recognized as a Top Performer at Amazon for achieving a 100% satisfaction rating
- Achieved an impressive Chat Handling Time (CHT) of 6.47 minutes, ensuring swift and efficient query resolution.
- Designed an improved customer feedback system, increasing positive responses by 15%
- Successfully handled high-pressure escalations, reducing resolution time by 30% and increasing customer trust
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Computer Science -
ADIKAVI NANNAYA UNIVERSITY
01.2019 - 01.2022
Skills
- Customer Service
- Relationship Management
- Conflict Resolution
- High Customer Retention
- Effective Verbal Communication
- Effective Written Communication
- Active Listening
- Time Management
- Multitasking
Certification
Recognized as a Top Performer at Amazon for achieving a 100% satisfaction rating.
Timeline
Customer Service Associate
Amazon
09.2024 - 03.2025
Bachelor of Computer Science -
ADIKAVI NANNAYA UNIVERSITY
01.2019 - 01.2022
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