Learning new things
Naina Rajput
Amazon Technical support Advisor and Senior Investigation Associate
pune
Summary
Experienced Technical support advisor and Subject matter expert in Customer service field. Well-known professional with 6 years in Amazon Development company. Effective contributor to ongoing systems and procedural development dedicated to providing expert guidance towards incessant growth.
Overview
7
7
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Subject Matter Expert
Amazon Development Centre India Private Limited
04.2017 - Current
- Train new employees to get them well versed with companies policies and protocols
- Offered one-on-one support for team members and managers to drive continuous improvement
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels
- Evaluate the skill knowledge of employees regularly
- Train and mentor individuals with lagging skills
- Keep the new employees motivated and energetic to work in a fast-paced environment
- Inculcate soft skills in team members to deal with frustrated customers.
- Increased customer satisfaction through efficient issue resolution and proactive communication of updates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
Amazon Technical Support Advisor
Amazon Development Centre India Private Limited
04.2017 - Current
- Troubleshoot customer issues and provide solutions
- Resolve customer complaints and disputes
- Follow up with customers to ensure satisfaction
- Maintain customer records and update customer profiles
- Monitor customer feedback and provide feedback to management
- Develop and implement customer service policies and procedures
- Train and mentor new customer service representatives
- Analyze customer service data to identify trends and areas for improvement
- Develop customer service strategies to improve customer satisfaction
- Monitor customer service performance metrics and report results to management.
- Assisting customers with various types of technical issues via email , chat for amazon devices like alexa, fire tv stick and amazon kindle
- Provided technical assistance to customers
- Resolved escalated customer service issues in timely manner
- Assisted customers in understanding products components and systems using technical demonstration
- Handled customer service issues by providing guidance or escalating for advanced support
- Documented all activities related to technical support including processes, updates and changes made
- Develop and maintained strong relations with customers to meet quality expectation
- Ability to effectively communicate technical information to non-technical users, resulting in improved customer understanding and reduced escalations.
- Resolving the escalation tickets
- Coordinated with the escalation team to identify solutions For tier 3 issues and ensure timely resolution to maintain positive client relationship
- Cross trained and provided backup for various teams when needed
- Maintain accurate and detail record of customer interaction and resolution ensuring comprehensive knowledge base for future reference
- Analyzing the chats to spot common trend and identify underlying problems
- Walking customers through troubleshooting steps
- Sending technical documentations to customers
Education
M.C.A -
Allana Institute
B.Sc - undefined
D.Y Patil College
H.S.C - undefined
S.S Ajmera College
S.S.C - undefined
J.E.H.S
Skills
Knowledge of ticketing systems
Process improvement
Ability to work under pressure
Research Capabilities
Strategic Thinking
Making PowerPoint Presentations
Designing Microsoft Word Documents
Comprehensive problem solving abilities
Positive attitude and adaptive nature
Excellent verbal and written communication skills
Ability to deal with people diplomatically
Willingness to learn team facilitator hard worker
Process Analysis
Attention to Detail
Attention to Detail
Decision-Making
Analytical and Methodical
Accomplishments
- Received monthly and Quarterly awards during peak season
- Active Lila Poonawala foundation member
Personal Information
- Date of Birth: 08/01/1990
- Gender: Female
- Nationality: Indian
Awards
- 2006, Trophy Holder for SSC, 1st in SSC
- 2008, Trophy Holder for HSC, 2nd in HSC
- 2006, Stood 1st in Debate Competition, Inter School Competition
Certification
ACES (Amazon customer Excellence service)
Interests
Listening music
Future plans
Getting upgraded by learning Tableau which offers collaborative data visualization software for organizations working with business information analytics
Tableau is a business intelligence and data visualization tool with enough power to simplify raw data and make it easily accessible at all levels of a company.
Timeline
Cloud computing
01-2021
Subject Matter Expert
Amazon Development Centre India Private Limited
04.2017 - Current
Amazon Technical Support Advisor
Amazon Development Centre India Private Limited
04.2017 - Current
M.C.A -
Allana Institute
B.Sc - undefined
D.Y Patil College
H.S.C - undefined
S.S Ajmera College
S.S.C - undefined
J.E.H.S