Summary
Overview
Work History
Education
Skills
Personal Information
Disclaimer
Timeline
Generic

Mayank Rai

Resolution Specialist
Greater Noida

Summary

Seeking a challenging and rewarding opportunity to utilize my skills and abilities in the rapidly growing market, which offers professional growth while being resourceful, innovative and flexible.

Overview

8
8
years of professional experience
11
11
years of post-secondary education
2
2
Languages

Work History

Resolution Specialist

Amazon India
09.2024 - Current
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.

Ecommerce Resolution Specialist

Concentrix Pvt. Ltd.
02.2022 - 04.2024
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
  • Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.

SDS (shipping & delivery support for Amazon.com)

Amazon development center
09.2021 - 01.2022
  • Handling Amazon customers & drivers request to make successful delivery of packages
  • Resolving customers request related to payment & product issues
  • Contacting driver and providing them steps required for completion of delivery

Process Sprint

Ienergizer
03.2020 - 08.2020
  • Handling chat request from Sprint customers and assisting them in finding solution to their queries
  • Assisting customers with device details and converting it in successful sale
  • Resolving customer’s issues like- Product details, device upgrade, Packages & offers available and troubleshooting steps for devices

Process Amazon.com

Concentrix Daksh Services India Pvt. Ltd
02.2017 - 02.2020
  • Handling chat request from Amazon.com customers and assisting them in finding solution to their queries
  • Assisting customers in their account updates
  • Resolving issues in case of discrepancies like – package delivery issues, payment issues, return and refund issues

Education

Higher Secondary - PCM

St.Peter Senior Secondary School

B.Tech - Mechanical Engineering

Uttarakhand University
Dehradun
04.2001 -

Skills

  • Expert Excel Proficiency

Personal Information

  • Date of Birth: 01/06/94
  • Gender: Male
  • Marital Status: Single

Disclaimer

I hereby declare that the information given above is true to the best of my knowledge and can be supported with reliable documents when needed.

Timeline

Resolution Specialist

Amazon India
09.2024 - Current

Ecommerce Resolution Specialist

Concentrix Pvt. Ltd.
02.2022 - 04.2024

SDS (shipping & delivery support for Amazon.com)

Amazon development center
09.2021 - 01.2022

Process Sprint

Ienergizer
03.2020 - 08.2020

Process Amazon.com

Concentrix Daksh Services India Pvt. Ltd
02.2017 - 02.2020

B.Tech - Mechanical Engineering

Uttarakhand University
04.2001 -

Higher Secondary - PCM

St.Peter Senior Secondary School

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