Pooja Nair
Mumbai
Summary
Dynamic technical support associate with a proven track record at Amazon, excelling in troubleshooting and customer issue resolution. Adept at managing high-volume inquiries while ensuring SLA compliance. Known for a problem-solving mindset and delivering empathetic support, I thrive in fast-paced environments, driving customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
D2AS Technical Support Associate
Amazon Development Centre India Pvt Ltd
Remote
08.2023 - Current
- Resolved customer inquiries through various communication channels.
- Assisted customers with product technical issues and troubleshooting steps.
- Documented customer interactions in support ticketing system accurately.
MHLS Associate
Amazon Development Centre India Pvt Ltd
Remote
01.2022 - 01.2023
Assistant HR- Amazon MHLS
Managed employee disability leave request,ensuring compliance with company policies.
Reviewed,approved,and processed medical and personal leave cases.
Handled Payroll adjustments for personal leaves and extra time worked.
Maintained accurate employee records and ensured timely payment processing.
Education
B.com -
Mumbai University
06.2018 - 01/2021
HSC -
Maharashtra Board
SSC -
Maharashtra Board
Skills
Technical Skills
Technical troubleshooting & issue resolution
Device & application support
Account access & authentication support
System navigation & ticketing tools
Incident logging and documentation
Remote troubleshooting
Customer Support Skills
Customer issue analysis and resolution
Clear verbal & written communication
Handling high-volume inbound support
First Contact Resolution (FCR)
Empathy-driven customer support
Process & Work Skills
SLA & quality compliance
Root cause analysis
Time management & multitasking
Escalation handling
Hobbies and Interests
- Reading
- Editing
- Researching
Personal Information
- Date of Birth: 27-08-1997
- Gender: Female
- Nationality: India
- Marital Status: Unmarried
Languages
- English
- Marathi
- Hindi
Timeline
D2AS Technical Support Associate
Amazon Development Centre India Pvt Ltd
08.2023 - Current
MHLS Associate
Amazon Development Centre India Pvt Ltd
01.2022 - 01.2023
B.com -
Mumbai University
06.2018 - 01/2021
HSC -
Maharashtra Board
SSC -
Maharashtra Board