Rajdeep Kaur
Kolkata
Summary
Dynamic professional with extensive experience at Amazon, excelling in customer relationship management and training facilitation. Proven track record of enhancing team performance and satisfaction through innovative process improvements and active listening. Recognized for achieving a positive pass rate in training new hires, fostering a collaborative and high-achieving environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ASCS Resolution Specialist
Amazon
Kolkata
03.2023 - Current
- Formulated action plans for rapid resolution of high-priority disputes while maintaining exceptional customer service.
- Analyzed customer data to identify behavioral patterns for proactive issue resolution.
- Collaborated across diverse teams to achieve objectives and address service-related challenges.
- Conducted research on complex customer service requests involving multiple departments and personnel.
- Ensured closure of customer cases within designated time frame.
Trainer
Amazon
Kolkata
05.2024 - 11.2024
- Facilitated comprehensive training for new employees on company policies and procedures.
- Identified additional training needs to enhance trainee performance and assimilation.
- Conducted regular audits to uphold high standards of contact quality.
- Achieved positive pass rates during peak training periods by optimizing session strategies.
- Streamlined training processes to foster a supportive learning atmosphere.
New Hire Trainer
Amazon
Kolkata
04.2023 - 12.2023
- Achieved 100% pass rate by equipping 30 associates with essential knowledge.
- Trained new hires on Amazon leadership principles for effective customer interactions.
- Conducted mock sessions to reinforce communication skills and process understanding.
- Set specific project goals to measure progress and evaluate outcomes.
- Implemented innovative ideas to enhance team performance through strategic solutions.
SME
Amazon
Kolkata
04.2021 - 12.2022
- Provided real-time assistance to new hires in understanding customer concerns and appropriate actions.
- Facilitated one-on-one support for team members, fostering an environment of continuous improvement.
- Managed relationships with new hires by promptly addressing inquiries, complaints, and feedback.
- Conducted regular contact audits to identify errors and deliver targeted coaching.
- Maintained positive working relationships with staff and management to enhance teamwork.
Backward Quartile Management
Amazon
Kolkata
10.2020 - 03.2021
- Boosted performance of associates in backward quartile through targeted support strategies.
- Cultivated a motivational environment to enhance their morale and cohesion.
- Conducted daily one-on-one sessions to improve individual skills and performance.
- Developed and executed tailored training programs based on individual strengths and weaknesses.
Customer Service Executive
Amazon
Kolkata
06.2019 - 10.2020
- Utilized positive telephone etiquette to warmly greet customers and identify issues through effective questioning.
- Conducted follow-up calls to address customer inquiries and order status.
- Resolved technical challenges for Prime Video , Identifying and closing recurring concern through Search and Rescue team and retail consumer phones .
- Identified process improvement opportunities within customer service operations.
- Enhanced customer satisfaction ratings by providing prompt answers, suggesting solutions, and resolving issues quickly.
Education
Master of Commerce - Post Graduate in International Business Operations
Indira Gandhi National Open University
Kolkata06-2023
NISM - Series - VIII - Equity And Derivatives Certification
National Institute of Securities Markets
Kolkata05-2022
Bachelor of Commerce - Accouting And Finance Honours
Jogesh Chandra Chaudhuri College
Kolkata03-2019
High School Diploma -
J.H Tarapore School
Jamshedpur03-2016
Skills
- Customer relationship management
- Process improvement
- Training facilitation
- Team collaboration
- Active listening
- Multitasking ability
- Creativity
Certification
Certified in NISM Series VIII: Equity Derivatives
The NISM-Series-VIII: Equity Derivatives Certification is an essential credential for individuals engaged in the equity derivatives market, encompassing instruments such as stock futures, options, and index derivatives. This specialized examination, administered by the National Institute of Securities Markets (NISM), aims to establish a standardized level of knowledge among professionals operating within this sector.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Accomplishments
Received certification for successful completion of Trainer role.
Affiliations
1. Painting and sketching during leisure time
2. Designing dresses
3. Trying my hands on traditional recipes
Timeline
Trainer
Amazon
05.2024 - 11.2024
New Hire Trainer
Amazon
04.2023 - 12.2023
ASCS Resolution Specialist
Amazon
03.2023 - Current
SME
Amazon
04.2021 - 12.2022
Backward Quartile Management
Amazon
10.2020 - 03.2021
Customer Service Executive
Amazon
06.2019 - 10.2020
Master of Commerce - Post Graduate in International Business Operations
Indira Gandhi National Open University
NISM - Series - VIII - Equity And Derivatives Certification
National Institute of Securities Markets
Bachelor of Commerce - Accouting And Finance Honours
Jogesh Chandra Chaudhuri College
High School Diploma -
J.H Tarapore School
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