Rachna Sawlani
Summary
- Customer support professional with nine years of experience, including eight years at Amazon, specializing in critical escalations and complex issue resolution. Proficient in tools such as Active Directory, ServiceNow, and Microsoft Office 365, with hands-on experience in internal ticketing systems. Analytical skills and technical curiosity drive a commitment to enhancing IT operations and service excellence.
Overview
9
9
years of professional experience
Work History
SDS EXR SPECIALIST
Amazon
07.2022 - Current
- Managed high-level escalations, coordinating investigations with delivery stations via internal ticketing systems.
- Used ServiceNow-like tools to track and document customer issues and ensure timely follow-up.
- Utilised Microsoft Office 365 (Excel, Outlook, Word) to maintain escalation reports and communications.
- Collaborated with internal departments, including logistics and IT teams, to resolve complex customer issues.
- Gained foundational exposure to Active Directory through account access workflows and issue investigations.
Resolution Specialist
Amazon
10.2019 - 07.2022
- Supported global agents via chat, offering guidance on customer issues and ticket resolution workflows.
- Used internal systems and CRM tools for issue escalation and root cause analysis.
- Conducted mentoring sessions and knowledge-sharing activities using Microsoft Teams, contributing to process standardization and efficient team onboarding.
- Handled international escalation calls, working alongside technical teams to deliver resolutions.
Customer Service Associate
Amazon
09.2017 - 10.2019
- Delivered email and chat support across multiple marketplaces, using backend tools to track order status and service disruptions.
- Managed a daily average of 35-40 contacts, documenting case updates using internal ticketing systems.
- Employed Microsoft Office tools to log cases, prepare escalation data, and communicate with leadership.
Customer Service Representative
Tata Business Support Services
04.2016 - 05.2017
- Responded to price enquiries via outbound calls, managing a high volume of 60-70 calls daily.
- Used CRM tools to update customer records and share information with backend teams.
Education
Bachelor of Commerce -
MUCC
Pune University10-2019
Skills
- ServiceNow expertise
- Data analysis
- Customer escalation management
- Active Directory administration
- Internal ticketing systems management
- Microsoft Excel proficiency
Timeline
SDS EXR SPECIALIST
Amazon
07.2022 - Current
Resolution Specialist
Amazon
10.2019 - 07.2022
Customer Service Associate
Amazon
09.2017 - 10.2019
Customer Service Representative
Tata Business Support Services
04.2016 - 05.2017
Bachelor of Commerce -
MUCC
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