Mahima Singh
Customer Service Associate
Chennai
Summary
Customer Service Associate with extensive experience in account management, retail operations, and technical support. Proven ability to troubleshoot and resolve complex issues, provide step-by-step device setup assistance, and deliver high-quality support. Skilled in customer relationship management (CRM), conflict resolution, and cross-functional collaboration to improve service efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Associate
AMAZON
Chennai
10.2024 - Current
- Managed customer account change requests with a strong focus on identity verification, authentication protocols, and data security, ensuring compliance with Amazon's strict privacy and security policies.
- Investigated and resolved account access issues, such as password resets, unauthorized activity reports, and security-related escalations, while educating customers on best practices for account safety.
- Delivered end-to-end troubleshooting for Amazon devices (Echo Dot, Fire TV, Fire Stick), diagnosing issues related to device configuration, Wi-Fi/network connectivity, and software updates, which often involved identifying potential security or access vulnerabilities.
- Guided customers through secure setup procedures, ensuring that devices were updated with the latest firmware and configured to protect privacy and account data.
- Maintained accurate incident documentation in CRM/ticketing systems, recording root causes, resolutions, and preventive measures, contributing to improved knowledge base and security process enhancements.
- Worked closely with technical support and escalation teams to handle sensitive cases involving suspected unauthorized account access, device malfunctions, or advanced troubleshooting scenarios.
- Consistently delivered high CSAT scores by balancing technical accuracy with empathy, ensuring customers felt supported in resolving account- and security-related issues.
- Key Achievements:
- Achieved a 95% First Contact Resolution (FCR) rate by quickly diagnosing and resolving technical and security-related concerns without escalation.
- Maintained 100% compliance with Amazon's data protection and account security policies, ensuring zero errors in sensitive operations.
- Recognized for contributions to account security processes, including accurate handling of account change requests and customer identity verification.
- Played a key role in improving security awareness among customers, guiding them on safe login practices, multi-factor authentication, and protecting personal data while using Amazon services.
IT HelpDesk Agent
SUTHERLAND
Chennai
08.2018 - 02.2019
- Delivered customer support across voice, chat, and email channels, assisting clients with account queries, billing issues, and product/service information with accuracy and professionalism.
- Handled account modifications, order status updates, and billing clarifications, ensuring adherence to client policies and delivering a smooth customer experience.
- Resolved technical issues including software/application troubleshooting, login/authentication errors, and connectivity problems by walking customers through structured solutions.
- Guided customers through product setup and configuration, offering step-by-step support to minimize downtime and maximize usability.
- Maintained accurate documentation of cases in CRM tools, enabling proper follow-up, escalation handling, and continuous process improvement.
- Collaborated with internal technical teams and escalation units to address complex or unresolved issues, ensuring quick and effective resolution.
- Consistently met and exceeded key performance metrics (KPIs) including CSAT, SLA adherence, average handling time (AHT), and first-contact resolution (FCR).
- Demonstrated strong active listening, empathy, and conflict resolution skills to de-escalate challenging interactions while maintaining a customer-first approach.
- Troubleshot network connectivity problems using diagnostic tools and techniques.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
M.Tech - Biotechnology
B.Tech - Biotechnology
Skills
Customer Service & Account Management
Retail Operations & Policy Adherence
Technical problem-solving
Device Setup, Configuration & Connectivity Support
Customer Relationship Management (CRM) Tools
Application installations
Operating systems
Microsoft office
Calm and professional under pressure
Data evaluation
Timeline
Customer Service Associate - AMAZON
10.2024 - Current
IT HelpDesk Agent - SUTHERLAND
08.2018 - 02.2019
MGR UNIVERSITY - B.Tech, Biotechnology
SRM INSTITUTE OF SCIENCE AND TECHNOLOGY - M.Tech, Biotechnology