NADIA BAIG
Summary
Customer service resolution specialist with proven escalation management and process improvement experience. Delivered enterprise support and maintained 95% customer satisfaction. Resolved issues through rapid action and clear communication wrapping contacts within 6-7 minutes.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Customer Service Resolution Specialist
Amazon Business
08.2025 - Current
- Helped handle 20-25 complex customer escalations per day through investigation, judgment, policy review, and cross-functional coordination, while providing consultation to associates.
- 95% customer satisfaction and effective resolution for associates.
- Coached associates to think independently before reaching out to DART next time.
- Kept current knowledge of Amazon policies and procedures to provide accurate support.
- Supported interim helpdesk calls and chat processes in August 2025, then transitioned into a permanent DART role in June 2026.
EOCS Support
Amazon Business & Enterprise Experts
11.2025 - 05.2026
- Enhanced support for EOCS as one of the few DART associates, deepening expertise in Dart to improve service quality.
- Assisted high-value Amazon Business enterprise customers, including Optum Finance, ClassWallet, U.S. Army, and Los Angeles Unified School District.
- Maintained 95% customer satisfaction week after week and less than 8 minutes average handling time.
- Supported corporate accounts with 10000+ employees and users, resolving business-critical issues with strong accountability via call,chat and emails.
- Partnered with Amazon Business Sales Advisors, Books Sales Managers, Specialty Reading, and cross-functional teams to resolve complex issues.
Customer Service Associate
Amazon Business Enterprise
11.2023 - 08.2025
- Enhanced service quality through team collaboration and current product knowledge, achieving 85% positive customer feedback in 50-75 contacts per day and resolving issues in under 7 minutes.
- Managed issue resolution with minimal leadership escalation while demonstrating professionalism and effective communication.
- Supported compliance with tax policies and maintained customer satisfaction.
- Handled heavy, bulky-item cases related to e-procurement, punchout, pay-by-invoice, tax exemption, and tax refund questions for Amazon Business customers.
Customer Service Associate
Amazon Business
04.2023 - 11.2023
- Supported 75-80 business customers per day through international voice calls and chat, resolving issues quickly.
- Received recognition for 0% DART escalation and handled all contacts independently week after week without support.
- Processed orders and managed returns through internal systems.
- Reviewed customer feedback with 85% positive results to improve service quality and escalated concerns when needed.
Primary Customer Service Associate
Amazon
09.2022 - 04.2023
- Supported voice inquiries for U.S. and U.K. customers, handled complex daily questions, and used Amazon leadership principles to provide customer-focused resolutions in less than 5 minute contact time
- Supported customers by addressing their product inquiries and service needs enhancing overall customer experience.
- Engaged with customers to foster conversation and strengthen relationships. to customers and built conversation through strong interpersonal and people skills maintaining 95% RAP.
Legal Research & Writing Associate
Vidhiwise
02.2020 - 03.2021
- Developed concise legal briefs clarifying complex case laws for student comprehension.
- Authored legal editorials and research materials enhancing preparation for competitive examinations.
Advocate
Chambers of Bharat Malhotra
03.2018 - 01.2020
- Provided client representation, utilizing strong negotiation and communication skills to achieve favorable outcomes.
- Drafted &Analyzed legal documents to provide sound counsel to clients.
Advocate
Tritent Legal
08.2016 - 12.2017
- Conducted pre-trial research and drafted legal documents to support case preparation.
- Assisted in developing case strategies to secure favorable outcomes for clients.
Education
LL.M. -
Amity Institute of Advanced Legal Studies
Noida01-2016
B.Com LL.B. (Hons.) -
Amity Law School
Noida01-2015
12th(CBSE) -
Birla Vidya Niketan
01-2010
10th (CBSE) -
Birla Vidya Niketan
01-2008
Judicial Foundation Course -
Vidhiwise
Scholarship Recipient -
Hindi Academy of India
Skills
- Enterprise customer support
- Escalation management
- Process expertise
- Policy application
- Rapid decision-making
- International support
- Conflict resolution
- Adaptability
- Coaching
- Communication skills
- Customer empathy
- Process improvement
- Microsoft Office
Accolades at Amazon.
Twice won the Shooting Star Award for outstanding customer service performance.
Won the Magnify the Triumph Award for excellence in customer resolution.
Selected to present a customer service success story in front of Amazon senior leadership.
Languages
English
Proficient
French
Elementary
Hindi
Native/ Bilingual
Timeline
EOCS Support
Amazon Business & Enterprise Experts
11.2025 - 05.2026
Customer Service Resolution Specialist
Amazon Business
08.2025 - Current
Customer Service Associate
Amazon Business Enterprise
11.2023 - 08.2025
Customer Service Associate
Amazon Business
04.2023 - 11.2023
Primary Customer Service Associate
Amazon
09.2022 - 04.2023
Legal Research & Writing Associate
Vidhiwise
02.2020 - 03.2021
Advocate
Chambers of Bharat Malhotra
03.2018 - 01.2020
Advocate
Tritent Legal
08.2016 - 12.2017
LL.M. -
Amity Institute of Advanced Legal Studies
B.Com LL.B. (Hons.) -
Amity Law School
12th(CBSE) -
Birla Vidya Niketan
10th (CBSE) -
Birla Vidya Niketan
Judicial Foundation Course -
Vidhiwise
Scholarship Recipient -
Hindi Academy of India