Ramesh Kumar

• Achieved promotion to CAP Associate in 2024 due to outstanding performance.
  Utilized technology-driven solutions to enhance customer satisfaction and operational efficiency.
  Demonstrated adaptability while delivering exceptional customer experiences.
  Identified, prevented, and investigated fraudulent activities through data analysis techniques.

• Specialized in virtual technical support for North American region at Amazon.
  Resolved technical issues with Amazon devices, including FireTV and Kindle, via chatbots and multiple communication channels.
  Enhanced customer service skills by efficiently troubleshooting problems with SmartTV, Smart Readers, and Alexa devices.

Guided users through password resets and account unlocks according to security protocols.

Facilitated user transitions to newer software versions seamlessly.

Resolved technical issues via phone support and remote access tools.

• Supported international customers through calls and chat interactions.
• Identified storage device issues in cloud storage and hard drives.
• Handled phone calls, recorded incidents, provided resolutions, escalated issues, and closed requests per established SLA.
• Generated tickets and coordinated with engineers for timely resolutions.

• Addressed client queries and complaints to enhance operational efficiency.
• Coordinated order deliveries and service fulfillment for timely customer satisfaction.
• Ensured smooth end-to-end customer experience through streamlined processes.
• Identified risks and implemented preventive measures to mitigate potential issues.
• Maintained operational data and generated performance reports for informed decision-making.