Nikhil Anand
Hyderabad
Summary
Quality Specialist at Amazon with a proven track record in enhancing customer support processes and driving SLA compliance. Expert in data analysis and root-cause analysis, delivering actionable insights that improved client satisfaction. Adept at stakeholder communication and relationship management, fostering collaboration across diverse teams to achieve optimal service delivery.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Quality Specialist
Amazon
Hyderabad
11.2021 - Current
- Identified gaps in customer support processes and recommended improvements to enhance the client experience
- Ensured accurate, timely resolution of customer inquiries, improving support efficiency and adherence to SLAs
- Conducted root-cause analysis of dissatisfaction reasons and implemented corrective measures
- Provided training and guidance to internal teams on best practices for customer engagement and service delivery
- Analyzed large datasets to identify process inefficiencies and recommend optimization strategies
- Maintained confidentiality, accuracy, and integrity of customer interactions and business data
- Communicated effectively with stakeholders across different markets, adapting to cultural differences
Education
Bachelor of Science (B.Sc.) - Zoology Honours
Lalit Narayan Mithila University
Darbhanga01.2020
Skills
- Customer Support & Issue Resolution
- Service-Level Agreement (SLA) Compliance
- Data Analysis & Problem Solving
- Stakeholder Communication & Relationship Management
- Root-Cause Analysis & Process Improvement
- Multitasking & Decision-Making
- CRM Tools (Salesforce)
- MS Excel & Google Sheets
- Data Visualization Tools
- Salesforce CRM
Certification
A1.1 Italian Language Certificate
Timeline
Quality Specialist
Amazon
11.2021 - Current
Bachelor of Science (B.Sc.) - Zoology Honours
Lalit Narayan Mithila University
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