Manish Kumar

• Observed customer behaviors to identify security threats and escalate concerns to supervisors.
• Served as the customer's point of contact for onboarding and explaining Telstra products for their everyday business needs.
• Assisted the customers on how to use the wifi modem and routers.
• Improved customer satisfaction by finding creative solutions to problems.
• Handled all delegated tasks, including auditing and coaching colleagues.
• Earned reputation for good attendance and hard work.
• Recognized by management for providing exceptional customer service.
• Meeting all measures, such as AHT and FCR, on a constant basis, as well as being a top performer, resulted in multiple awards.
• Improved operations by working with team members and customers to find workable solutions.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Helping consumers resolve problems over the phone, such as SIM card, NBN network, and wifi signal issues.
• Assisting customers with billing inquiries.
• After answering customer inquiries, I extend the conversation by asking further questions to verify Telstra's solutions satisfy their business needs.
• Meeting sales targets set by my team leader.
• Discussing the customers' business needs.
• Assisting new team members as a subject matter expert.

Customer Service, Seller Support and Sales

Amazon Customer care, Interim Team Leader, Seller Support Senior Associate SME and Associate Advisor.

A highly motivated Advisor and Interim Team Leader with 2+ years of experience in leading teams to success. Proven track record of delivering projects on time and within budget while driving employee engagement and productivity. Possesses strong leadership, problem-solving, and communication skills, with a focus on delivering exceptional customer service.

I started working at Amazon as a customer service associate in the US process. After a few months in customer support, I was promoted to Subject Matter Expert and then Interim Team Leader. Following my time as Interim Team Lead, I was given the opportunity to work on the Seller Support US procedure. After proving great performance in AHT, PRR, and FCR, I was offered the opportunity to move to the.IN process, where I worked as a Subject Matter Expert before becoming an Associate Advisor.

Job Responsibilities as a customer support associate:

• Handling customer queries via email and chat.
• Resolving customer issues over phone, email and chat.
• Making outbound calls to US, Canada and UK customers to resolve the queries quickly.
• Receiving inbound and making outbound calls to customers and sellers.
• Explaining the customers about the reason for delay in order.
• Interacting with internal and external teams to resolve the customer issues.
• Working on internal technical tools like CSI, Andon, Tivo V3, Bat Tool, PanDash, FBA inbound shipment tool, etc to resolve customer and seller account issues.
• Making follow up calls with customers and sellers and keeping them up to date about their issues.
• Daily interacting with external team on the tickets and asking for update on the issues raised.
• Educating the customers and sellers.
• Taking ownership of irate customers and sellers calls and resolving their issues at the earliest.

Interim Team Lead: I was offered the chance to work as an Interim Team Lead based on my contributions as a SME and associate.

Below are some of my responsibilities:

• Handling a team of 10 to 15 members.
• Coaching them on timely basis.
• Explaining the team about the process and taking sessions as a team and as an individual to ensure they are self sufficient.
• Manage and coordinate the team's workload, making sure tasks are completed on time.
• Resolve conflicts and address performance issues within the team.
• Foster a positive team culture and encourage collaboration and teamwork.
• Set goals and objectives for the team and monitor progress.
• Provide feedback and coaching to team members.
• Liaise with other teams and departments to ensure effective communication and collaboration.
• Make decisions and take responsibility for the team's performance.
• Submitting tickets for problems that agents were unable to handle on their own.

Related to Seller support associate L3 NA & .IN process:

• Provide Exceptional Support: Offer high-quality assistance to Amazon sellers via phone and email. Ensure that sellers' inquiries are resolved promptly and accurately.
• Resolve Issues: Address and resolve seller issues related to account management, product listings, order fulfillment, payments, and other operational concerns.
• Educate Sellers: Guide sellers on how to use Amazon's tools and features effectively. Provide insights on best practices to enhance their selling experience.
• Monitor Accounts: Help sellers manage their accounts by providing advice on account health, performance metrics, and compliance with Amazon policies.
• Handle Escalations: Manage and resolve complex cases and escalations from sellers, ensuring that issues are resolved to the satisfaction of the seller and in accordance with Amazon's policies.
• Customer Assistance: Provide prompt and efficient assistance to Amazon sellers through phone and email, addressing their inquiries, concerns, and issues related to their seller accounts.
• Problem Resolution: Resolve seller issues related to account suspensions, order processing, product listings, and policy adherence by researching and identifying the root cause and providing accurate solutions.
• Account Management: Assist sellers in managing their accounts, including updating account information, verifying identity, and guiding them through the process of setting up and maintaining their seller profiles.
• Policy Compliance: Educate sellers on Amazon's policies and guidelines, ensuring they understand and comply with the platform's standards to avoid violations and penalties.
• Technical Support: Provide technical assistance for issues related to the Amazon Seller Central platform, including navigation, functionality, and troubleshooting common technical problems.
• Performance Monitoring: Monitor seller performance metrics, such as order defect rate, late shipment rate, and customer feedback, and provide guidance on how to improve these metrics to meet Amazon's performance standards.
• Escalation Handling: Escalate complex or unresolved issues to higher-level support teams or departments, ensuring timely and effective resolution while keeping the seller informed of the progress.
• Documentation: Maintain accurate and detailed records of all interactions with sellers, including the issues raised, actions taken, and resolutions provided, ensuring comprehensive documentation for future reference.
• Feedback Collection: Gather feedback from sellers regarding their support experience and the Amazon platform, and communicate this feedback to the relevant departments for continuous improvement.
• Training and Updates: Stay updated on the latest Amazon policies, procedures, and system updates, and participate in training sessions to enhance knowledge and skills required for effective seller support.

Seller Support Advisor (L4):

• Team Management : Overseeing a team of 18 to 20 associates, ensuring they are motivated, engaged, and meeting performance targets PRR, AHT and FCR.
• Performance Monitoring and Evaluation : Tracking individual and team performance metrics such as response time, issue resolution rate, and customer satisfaction scores i.e AHT, PRR and FCR.
• Training and Development : Conducting regular training sessions to enhance the skills and knowledge of team members, ensuring they are equipped to handle various seller inquiries effectively.
• Workflow Management : Planning and organizing the workflow to ensure efficient handling of seller inquiries and escalations, optimizing resource allocation as per business needs.
• Quality Assurance : Implementing quality assurance measures to maintain service standards, conducting regular audits of interactions to identify areas for improvement.
• Escalation Handling : Resolving escalated seller issues promptly and effectively, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Cross-functional Collaboration : Collaborating with other teams such as technical support, account management, and policy enforcement to address complex seller issues and improve overall service delivery.
• Reporting and Analysis : Generating reports on team performance, identifying trends, and providing insights to management for decision-making and process improvement initiatives.
• Conflict Resolution : Handling conflicts and disputes within the team, fostering a positive work environment, and promoting teamwork and collaboration.
• Continuous Improvement : Driving continuous improvement initiatives within the team, implementing best practices, and adapting processes to enhance efficiency and effectiveness over time.

• Managing administrative and non-judgmental tasks related to visa, passport, and consular services for its U.S. consulate clients.
• Customer Assistance: Assist applicants with their visa application process, including form completion, document submission, and scheduling appointments.
• Document Verification: Verify the accuracy and completeness of documents submitted by visa applicants to ensure they meet the consulate's requirements.
• Appointment Scheduling: Schedule and manage visa interview appointments for applicants, ensuring that the slots are allocated efficiently.
• Information Dissemination: Offer accurate information regarding visa application procedures, required documentation, and visa categories to applicants.
• Application Processing: Input and update applicant data into consulate's visa application system accurately and efficiently.
• Fee Collection: Collect visa application fees, process payments, and issue receipts to applicants.
• Customer Service: Respond to inquiries from applicants via phone, email, and in-person, providing timely and accurate information.
• Compliance: Ensure compliance with U.S. consulate policies, procedures, and regulations throughout visa application process.
• Communication: Act as a liaison between visa applicants and U.S. consulate, facilitating clear and effective communication.
• Record Maintenance: Keep detailed records of all interactions, transactions, and processes related to visa applications for future reference and audit purposes.
• Quality Control: Perform quality checks on application data and documents to ensure accuracy and prevent errors before submission to the consulate.
• Training and Support: Assist in training new employees on visa application procedures, customer service standards, and the use of application processing systems.
• Technology Use: Use specialized visa application software and databases to process and track visa applications efficiently.
• Security Compliance: Ensure that all documents and personal information are handled securely and in compliance with data protection regulations.
• Resolve Issues: Handle and resolve any issues or concerns that arise during visa application process, escalating complex cases to appropriate consulate officials when necessary.