Lakshay Sharma

Owned end-to-end seller interactions with a solution-oriented approach, delivering proactive and empathetic supportProvided prompt assistance to Amazon Sellers and Merchants through clear, professional communication via written and verbal channels
Managed escalations and sensitive queries efficiently while preserving the company's reputation and customer trust
Maintained consistently high first resolution rates throughout 2024, reflecting strong decision-making and problem-solving skills
Conducted NRR (Non-Resolved Rate) audits for a team of 22 members, successfully reducing variance from 38% to 15% within 3 weeks through strategic analysis and coaching
Supported process improvement initiatives by training new hire batches, integrating data-driven insights and workflow optimization techniques
Demonstrated strong time management and independent ownership of tasks, utilizing internal resources and following defined policies
Recognized with the RNR (Rewards and Recognition) award in Q3 2023 for exceptional performance and commitment to service excellence
Fostered a collaborative team environment by assisting peers with challenging cases and contributing to overall morale
Maintained key performance metrics such as quality, productivity, first contact resolution, and attendance
Identified trends and contributed actionable insights for operational improvements using logical reasoning and data interpretation

• Creation of Incidents & Requests and maintenance of logs using Ticketing tool called CISM.
• Translation of user manuals & Know-How Documentation from English to German.
• Authorization of users for our In-house applications with the help of tools like Gems and ZULA.
• Collaboration with Testing & Development team to monitor & resolve daily support cases.
• Frequent communication with the users through chat & E-mail and forwarding the details with analysis to concerned teams.
• Extraction of user data and usage statistics from the product website using office tools such as Excel.