MINA LAD RODRIGUES
Dahisar (W)
Summary
Dynamic Escalation Specialist at Amazon with a proven track record in conflict resolution and data analysis. Expertly managed escalations while exceeding service goals, leveraging emotional intelligence to enhance team performance. Recognized for delivering impactful feedback and driving customer satisfaction through innovative solutions and effective coaching.
Overview
21
21
years of professional experience
Work History
Escalation Specialist
Amazon
Mumbai
07.2024 - Current
- Training and monitoring of team members and managing escalations as part of the disaster assistance and rescue team for NAR
- Guiding frontline executives to manage customer and merchant escalations and taking over customer management if required
- Reviewing and monitoring team data on a real-time basis to manage and meet SLAs defined in the Master Service Agreement.
- Providing feedback to team members based on data centric approach with high emotional quotient
- Exceeded established service goals while leveraging customer service and employee management best practices
Customer Management Associate
Convergys India Services Pvt Ltd
Mumbai
04.2021 - 05.2023
- Monitored phone calls to provide feedback and coaching
- Maintained knowledge of current products and services to better assist customers and shared the same information with the mentees
- Coordinated with other departments on escalated cases involving complex issues or disputes
- Delivered continuous training to associates to maximize performance and customer relations skills.
Customer Management Associate
Tech Mahindra Business Solutions
Mumbai
06.2015 - 03.2019
- Contacted customers about potential service upgrades, new services and account changes
- Maintained knowledge of current products and services to better assist customers
- Collaborated with team members to manage service levels and meet site goals
Customer Management Associate
Epicenter Technologies Pvt Ltd
Mumbai
03.2005 - 08.2010
- Maintained detailed records of all credit card accounts including payment histories, account status, collection activity and managing delinquencies
- Responded promptly to inquiries from customers regarding their accounts and provided assistance with resolving issues that may have arisen during the course of repayment activities.
Customer Management Associate
Rediff.com India Pvt Ltd
Mumbai
10.2004 - 02.2005
- Identified needs of customers promptly and efficiently.
- Contributed innovative ideas and solutions to ensure customer satisfaction and customer retention
Education
T.Y.Bcom -
Yashwantrao Chavan University
Maharashtra05-2007
H.S.C -
L.U.M.V College
Maharashtra03-1999
S.S.C -
St Mary’s High School
Maharashtra03-1997
Skills
- Escalation management
- Data analysis
- Conflict resolution
- Performance coaching
- Emotional intelligence
- Feedback delivery
- Banking operations support
- Multitasking Abilities
Accomplishments
- Super-agents
- Best team player
- Wall of fame
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 9th June 1981
- Nationality: Indian
- Marital Status: Married
Timeline
Escalation Specialist
Amazon
07.2024 - Current
Customer Management Associate
Convergys India Services Pvt Ltd
04.2021 - 05.2023
Customer Management Associate
Tech Mahindra Business Solutions
06.2015 - 03.2019
Customer Management Associate
Epicenter Technologies Pvt Ltd
03.2005 - 08.2010
Customer Management Associate
Rediff.com India Pvt Ltd
10.2004 - 02.2005
T.Y.Bcom -
Yashwantrao Chavan University
H.S.C -
L.U.M.V College
S.S.C -
St Mary’s High School
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