Summary
Overview
Work History
Education
Skills
Languages
Activities And Honors
Tools Technologies
Accomplishments
Timeline
Generic

Rahul Krishnan

New Delhi

Summary

Dynamic Customer Support Specialist with a proven track record at Amazon, excelling in escalation management and conflict resolution. Achieved a 90%+ CSAT by implementing process improvements and enhancing customer engagement strategies. Skilled in cross-functional collaboration and quality auditing, driving significant reductions in repeat escalations and improving service delivery efficiency.

Overview

9
9
years of professional experience

Work History

Customer Support Specialist

Amazon
Noida
10.2018 - Current
  • Delivered WOW-level customer support through live chat, email, and phone across 5 global markets (IN, NA, UK, AU, CA), consistently maintaining 90%+ CSAT.
  • Resolved 95% of escalated cases within SLA by applying root cause analysis, empathy, and proactive communication.
  • Spearheaded Corrective Action Plan initiatives, reducing repeat escalations by 25% through case audits and process improvements.
  • Served as Interim Quality Analyst (QA) – led calibration sessions, conducted evaluations, and delivered coaching that cut quality gaps by 25%.
  • Acted as a Subject Matter Expert (SME) – provided live floor support, authored knowledge base content, and documented SOPs to enable consistent service delivery.
  • Designed and implemented a resolution workflow guide, improving First Contact Resolution (FCR) by 20% and reducing repeat contacts by 30%.
  • Partnered with Tech, Product, and Risk teams to resolve complex customer-impacting issues while ensuring SLA and KPI compliance.
  • Recognized by leadership for managing high-volume workloads during peak seasons without compromising customer experience or retention.

Senior Associate

Quatrro Global Services
Gurgaon
06.2016 - 10.2018
  • Managed BHL Indexing by accurately categorizing documents under client-provided headers, ensuring organized and error-free records.
  • Reviewed financial documents (1003s, 1040s, paystubs) with attention to detail to validate accuracy and completeness.
  • Verified closing documents including initial and final Closing Disclosures (CDs) to ensure compliance with regulatory requirements.
  • Identified and flagged compliance concerns, preparing reports for supervisors and clients to support risk mitigation.
  • Supported data mining initiatives while ensuring strict adherence to Fannie Mae and Freddie Mac guidelines.

Education

Bachelor of Business Administration -

Ch. Charan Singh University
Meerut
01-2014

Intermediate Certificate -

DAV Public School
Muzaffarnagar
01-2012

Matriculation -

DAV Public School
Muzaffarnagar
01-2009

Skills

  • Customer Support (Chat, Email & Phone)
  • Escalation & Case Management
  • Conflict Resolution & Empathy
  • Root Cause Analysis & Process Improvement
  • Quality Auditing & Coaching (Interim QA, SME Support)
  • Fraud & Risk Awareness (AML & KYC Exposure)
  • SLA & KPI Management (CSAT, AHT, FCR)
  • Cross-Functional Collaboration (Tech, Product, Risk Teams)
  • Customer Retention & Engagement Strategies
  • Data Analysis & Reporting (Google Sheets, MS Excel)
  • Multimarket Support (IN, NA, UK, AU, CA)
  • Knowledge Base & SOP Enhancements

Languages

• English, Professional working proficiency
• Hindi, Native or bilingual proficiency

Activities And Honors

  • Conducted multiple virtual sessions for underprivileged kids for their self development as a
    part of AITC (Amazon In The Community)
  • Conducted activities which includes School Painting, Distributing Food in slum areas affected
    due to flood as a part of AITC (Amazon In The Community)

Tools Technologies

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Canva

Accomplishments

  • Won the Award for the Customer Obsession for PEAK 2024.
  • Won the Best Resource Award for Q2 and Q3 2022.
  • Won the Outstanding Star Award for Q1 and Q4 2019.

Timeline

Customer Support Specialist

Amazon
10.2018 - Current

Senior Associate

Quatrro Global Services
06.2016 - 10.2018

Bachelor of Business Administration -

Ch. Charan Singh University

Intermediate Certificate -

DAV Public School

Matriculation -

DAV Public School

Similar Profiles

CREATE PROFILE
Rahul Krishnan