RAHUL DAS
Support Specialist
Kolkata,West Bengal
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in ticketing software and working in 24/7 uptime environment. Qualified Advanced Technical Support Specialist with 3+ years of helpdesk and seller support service experience. Provides comprehensive seller/brand support. Adept at engaging sellers by identifying issues and streamlining steps to effectively resolve technical issues. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
4
4
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
SPS T4 Associate, SP-Support – Project Work Amazon
Amazon Development Centre India
12.2022 - Current
- Resolving "no issue" tickets which can be resolved by Selling Partner Support and/or the Seller
- Creating consistent closed loop coaching to the associates who create inaccurate tickets
- Identifying knowledge gaps in the current trouble ticketing process
- Submitting SOP creation or updates for any missing or inaccurate information from existing Selling Partner Support SOPs
- Identifying ticket trends and working towards ticket reduction through stakeholder management.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for associate.
- Developed and implemented training initiatives for new hires.
- Monitored and tracked project progress to support timely completion.
- Wrote, updated and maintained project documentation.
- Communicated project updates to stakeholders at all levels.
Selling Partner Support Associate
Amazon Development Centre India
06.2021 - 12.2022
- Demonstrate end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers
- Provide prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues
- Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other departments such as Customer Service, Merchant Investigations, KYC team or Payments teams and further many more as required to resolve Seller's issues and questions.
- Managed customer relations through communication and helpful interactions.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Worked varied hours to meet seasonal and business needs.
- Identified sellers needs and wants to enhance seller experiences.
- Greeted customers and offered assistance for increased seller satisfaction.
IT - Recruiter
KGS Technology Group, Inc.
03.2020 - 10.2020
- My main job was to make join new candidates of US with our company so that they can work for our company in an hourly basis for a project in the domain they are looking forward
- Further we used to support the candidate with Work Visas, insurance and many more to work abroad.
- Onboarded new hires and set up training.
- Sourced and selected applicants for technical positions within company.
- Wrote and posted technical job descriptions
Education
Master of Business Administration - Operations Management
Narsee Monjee Institute of Management Studies (NMIMS)
01.2022 - 04.2024
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Guru Nanak Institute of Technology Under JIS Group
08.2016 - 07.2020
ISC - Science Education
Salt Lake Point School
Kolkata 01.2014 - 04.2016
ICSE - Science Education
Sale Lake Point School
Kolkata 01.2013 - 04.2014
Skills
Effective Time Managementundefined
Accomplishments
- At the beginning was the training POC for the whole team drove around more than 17 trainings for around 24 members.
- Later on took ownership to be the Process Improvement POC for the team which help the team to raise process improvement tickets from Single digit to 35+ in a month.
- Mentored 1 upskill teams for a week.
- Guided new hire associates regarding process and making them accustomed working on floor sharing real time experience.
- Twice made Leaver tracker shrinkage in the year for the team.
- Received RNR (Rewards and Recognition) for the month of January, August, September scorecard and metrics.
- Handled and took ownership with sharing process knowledge with new hire peers in our team as well for other teams as well on request.
- Raised around 23 process improvement TTs till date with 3 Major and 7 Minor successful resolve.
- Peak recognize 2022 for Week 43, 47, 50 and 51.
- Peak Recognize 2023 for Week 41
- Completed 4 Projects in 2023 with developer team for process improvement.
Timeline
SPS T4 Associate, SP-Support – Project Work Amazon
Amazon Development Centre India
12.2022 - Current
Master of Business Administration - Operations Management
Narsee Monjee Institute of Management Studies (NMIMS)
01.2022 - 04.2024
Selling Partner Support Associate
Amazon Development Centre India
06.2021 - 12.2022
IT - Recruiter
KGS Technology Group, Inc.
03.2020 - 10.2020
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Guru Nanak Institute of Technology Under JIS Group
08.2016 - 07.2020
ISC - Science Education
Salt Lake Point School
01.2014 - 04.2016
ICSE - Science Education
Sale Lake Point School
01.2013 - 04.2014
Similar Profiles
Arun KumarArun Kumar
Senior Associate Verkaufspartner-Support at Amazon Development Centre India Pvt. Ltd.Senior Associate Verkaufspartner-Support at Amazon Development Centre India Pvt. Ltd.
Uday KiranUday Kiran
- at Amazon Development Centre India Pvt Ltd- at Amazon Development Centre India Pvt Ltd
Keerthana BalasamyKeerthana Balasamy
Virtual Customer Service Associate at Amazon Development Centre (india)Private LimitedVirtual Customer Service Associate at Amazon Development Centre (india)Private Limited