PRIYA GUPTA

Company Overview: Amazon is multinational technology company focusing on e-commerce, cloud computing, and artificial intelligence

• Utilised CRM system proficiently to record customer interactions accurately.
• Resolved customer queries by utilising in-depth product knowledge.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Resolved complex customer issues and educated customers on problem-solving techniques
• Managed customer escalations to reduce resolution time by 20%, improving overall customer experience
• 12 new hires in customer service protocols, resulting in a 95% retention rate and a 10% improvement in team performance metrics
• Reduced return incidents by 30% by implementing proactive communication strategies, incorporating feedback loops for continuous improvement
• Enhanced customer satisfaction by 25% through efficient resolution of 150+ inquiries daily using Salesforce CRM
• Developed knowledge base articles that reduced support time by 40%, contributing to a more efficient service desk
• Managed customer escalations to reduce resolution time by 20%, improving overall customer experience
• Assisted customers with prompt placement of orders, refunds or exchanges
• Implemented exceptional customer experiences with each interaction
• Effectively assisted upwards of 400+ customers per week
• Accurately answered product and service questions, suggested appropriate products
• Strived to adhere to Amazon's mission of exceptional customer experience
• Utilized internal applications to help customers track their orders
• Answered customer phone calls promptly to avoid on-hold wait times
• Amazon is a multinational technology company focusing on e-commerce, cloud computing, and artificial intelligence

Company Overview: A subsidiary focusing on HVAC contracting and services

• Led and managed administrative staff to maintain smooth daily operations.
• Coordinated with other departments for seamless workflow integration.
• Managed office administration functions to improve overall efficiency
• Oversaw day-to-day store operations
• Held multiple leadership roles including business acumen trainer and customer experience manager
• Assisted in developing and monitoring office revenue and expense budgets
• Managed daily trading and office activities, including handling client complaints
• Entered accounts payable receipts and invoices for payment
• Assisted managers with monthly billing processes using MS-Excel and Tally ERP 9
• Developed new business forms for improved production and management
• Handled customer queries and assisted clients in finding appropriate managers
• Helped Accounts Managers with bank statement reconciliation and sales tax calculations
• Procurement skills
• Managed the order and delivery of operational spares
• Knowledge of strategic sourcing and supplier relationship management
• Lead and perform Vendor sourcing, Vendor selection, Vendor qualification, Vendor development/continuous improvement, etc
• Assists in the development of program materials and procedures
• Actively uses continuous improvement tools to improve quality, delivery and customer satisfaction
• Develop working knowledge of processes and tools, alongside best practices in Procurement
• Working with, managing & developing existing & new suppliers
• Assists management in resolving problems concerning over shipments, shortages and engineering changes
• A subsidiary focusing on HVAC contracting and services