Nidhi Kumari

• Handled refund-related queries and customer escalations efficiently via email, chat, and social media platforms (Twitter & Facebook).
• Managed live issue resolution, ensuring high customer satisfaction (CSAT) and compliance with Spotify’s policies.
• Assisted multi-language customers by collaborating with CX managers and international support teams.
• Served as a Subject Matter Expert (SME) for six months, mentoring new hires and providing process improvements.
• Monitored and responded to social media escalations on Twitter, Facebook, and web messaging, maintaining brand reputation.

Worked on various processes like:-
1. CXQO:- which performs data collection tasks related to an Amazon device application and service.
Execute tasks assigned on a daily basis by adhering to Standard Operating Procedures (SOPs)
and predefined guidelines.
2. SEPO:-Shopping Experience Protection Operations(SEPO) team works to ensure that customers can
buy with confidence on Amazon and is also responsible for managing and delivering Service Level
It also include a payment refund
3. 3PCC:- the first point of contact for our customers' queries, over the Phone, Email, SIM ticket which includes everything from order and product questions to payment matters and website guidance.
variety of tools to navigate, research, and review solutions, and communicate effectively with customer

• Established metrics, applied industry best practices and developed new tools and processes
• Analyzed quality threshold metrics to compile QMS reports

Actively participated in a variety of events, including corporate events, workshops, trade shows, and product launch events.

- Organized and managed successful corporate events, ensuring seamless execution and high attendee satisfaction.

- Represented the company at trade shows, effectively promoting products and services to potential clients.