POOJA R
Customer Service Specalist
Bangalore
Summary
Detail-oriented and process driven graduate with hands on experience in data handling, CRM/ticketing tools, and email communication skilled in document verification, ensuring accuracy of customer information, and maintaining records as per SLA and KPI standards. Strong ability to identify discrepancies, provide feedback on document modifications, and escalate issues appropriately. Proficient in MS excel and online platforms, with excellent communication skills and the ability to work collaboratively with global teams.
Overview
1
1
year of professional experience
Work History
Customer Support Executive
Alorica – Amazon Process
05.2025 - Current
- Handled high-volume inbound customer calls for Amazon, ensuring a positive and seamless customer experience
- Verified customer identity in accordance with security protocols to protect account integrity and prevent fraud
- Investigated and resolved customer concerns related to orders, deliveries, payments, and account issues
- Provided effective solutions including refunds, replacements, and order-related resolutions as per company policies
- Maintained high levels of accuracy and attention to detail while documenting customer interactions in the system
- Demonstrated strong problem-solving skills to quickly identify issues and deliver appropriate resolutions
- Resolved complaints while maintaining SLA and quality standards
- Worked on CRM/ticketing tools to track and manage issues
- Ensured first-call resolution whenever possible, reducing repeat contacts and improving customer satisfaction
- Collaborated with team members for smooth operations
Education
Bachelor of Computer Applications - BCA
Sita Devi Ratan Chand Nahar Adarsh College
Bangalore, Karnataka12-2023
P U C -
Sita Devi Ratan Chand Nahar Adarsh College
Bangalore, Karnataka01-2020
SSLC - undefined
Surekha international school
Bangalore, Karnataka01-2018
Skills
Customer Support (Voice & Email): Experienced in handling high-volume inbound calls and email queries, ensuring clear communication, active listening, and customer satisfaction across diverse scenarios
CRM & Ticketing Tools: Proficient in using CRM systems to log, track, and resolve customer issues efficiently while maintaining accurate and detailed records of interactions
Problem Solving & Issue Resolution: Strong analytical ability to identify root causes of customer issues and provide effective, policy-compliant solutions such as refunds, replacements, or escalations
Communication Skills: Excellent verbal and written communication skills with the ability to explain complex information in a simple, professional, and empathetic manner
Time Management & Multitasking: Skilled in managing multiple customer interactions simultaneously while maintaining productivity, quality, and adherence to deadlines
Microsoft Excel: Working knowledge of Excel for data entry, basic analysis, reporting, and maintaining operational records
AML (Anti-Money Laundering) – Basics: Understanding of basic AML principles, including identifying suspicious transactions and ensuring compliance with financial regulations
Comprehensive understanding of products
Adaptability to change
Process documentation
Timeline
Customer Support Executive
Alorica – Amazon Process
05.2025 - Current
SSLC - undefined
Surekha international school
Bachelor of Computer Applications - BCA
Sita Devi Ratan Chand Nahar Adarsh College
P U C -
Sita Devi Ratan Chand Nahar Adarsh College
Personal details
- MOTHER’S NAME: Rekha N
- FATHER’S NAME: Rajendra
- DATE OF BIRTH: 15/07/2002
- NATIONALITY: Indian
- GENDER: Female
- LANGUAGEs: English, Kannada, Tamil, Telugu, Hindi