Madhan G

• Acted as a liaison between publishers and customers, addressing various issues related to Kindle products and services.
• Handled customer inquiries and concerns using Salesforce tool, ensuring accurate and timely resolution.
• Resolved customer issues prioritizing urgency and importance, ensuring customer satisfaction and retention.
• Proactively resolved requests from other teams if they related to our process, fostering collaboration and efficiency.
• Raised tickets to the concern team for issues requiring escalation or resolution beyond the scope of our team.
• Achieved high productivity and quality scores, consistently exceeding performance targets.
• Recognized as a customer service bar raiser, consistently delivering exceptional service and exceeding customer expectations.
• Participated in regular meetings for process development and improvement, contributing insights and suggestions.
• Created Standard Operating Procedures (SOP) documentation to streamline support processes and ensure consistency.
• Proactively called customers to provide assistance and resolve issues directly over the phone, enhancing customer experience.
• Provided personalized assistance to publishers and customers, building rapport and trust.
• Collaborated with internal teams to address escalated issues and ensure prompt resolution.
• Maintained detailed records of customer interactions and resolutions within Salesforce platform.
• Participated in ongoing training sessions to stay updated on product features, policies, and procedures.
• Contributed to the development and improvement of support processes to enhance efficiency and customer experience.

Oct 2019 - Jan 2020:

Chat and Email Support:

• Managed customer queries and issues through chat and email, adhering to SOP and ensuring timely resolution.
• Updated knowledge and procedures as per SOP whenever policy changes occurred.
• Provided detailed and clear responses to customer queries via email, enhancing customer satisfaction.
• Assisted customers in real-time via chat, addressing their queries and concerns promptly.
• Supported the chat and email team in the absence of the Team Leader (TL), ensuring continuous service delivery.
• Conducted follow-ups via chat and email to ensure customer issues were resolved effectively, minimizing the need for repeat contacts.
• Engaged with the technical team to resolve customer issues, ensuring efficient and satisfactory resolutions.
• Developed templates for common email responses, improving efficiency and consistency in customer communication.
• Monitored chat queues to ensure timely responses and minimize wait times.
• Handled multiple chat and email interactions simultaneously, maintaining a high level of accuracy and professionalism.
• Provided feedback to management on common customer issues and potential areas for process improvement.
  

Sep 2018 - Oct 2019

Phone Support:

• Handled customer queries based on SOP for Amazon processes.
• Supported team in the absence of the Team Leader (TL), ensuring seamless operations and team support.
• Updated knowledge and procedures in accordance with Standard Operating Procedures (SOP) whenever policy changes occurred.
• Maintained personal follow-up on unresolved customer issues, significantly reducing repeated customer contacts.
• Proactively contacted customers to confirm resolution of issues, ensuring complete closure of follow-up cases.
• Collaborated with the technical team to resolve complex customer issues, ensuring comprehensive solutions.
• Maintained personal follow-up on unresolved customer issues, significantly reducing repeated customer contacts.
• Proactively contacted customers to confirm resolution of issues, ensuring complete closure of follow-up cases.
• Collaborated with the technical team to resolve complex customer issues, ensuring comprehensive solutions.