Ria Chitranshi
Resolution Specialist
Pune,MH
Summary
Incident & Escalation Management professional with 7+ years of experience at Amazon handling high-severity customer escalations across NA and IN Retail. Strong expertise in major incident handling, root cause analysis, cross-functional coordination, crisis communication, and operational problem-solving. Known for reducing repeat incidents, preventing concession abuse, and leading data-driven improvements through pilot initiatives.
Overview
8
8
years of professional experience
Work History
Resolution Specialist – NA Retail
Amazon Development Centre
06.2022 - Current
- Managed high-priority customer escalations from the North America marketplace with end-to-end ownership.
- Performed in-depth case investigations, providing accurate resolutions for refunds, returns, and concession-related disputes.
- Identified recurring patterns, contributing to RCA and helping reduce repeated customer-impacting issues.
- Partnered with Ops, Abuse Prevention, and Fulfillment teams to address systemic gaps.
- Proposed and documented process improvements based on trend and feedback analysis.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Resolution Specialist – IN Retail
Amazon Development Centre
10.2020 - 06.2022
- Handled complex escalations for the India marketplace, requiring strong judgment-based decision-making.
- Coordinated with carrier partners, ops teams, and fulfillment centers to resolve order delays and operational blockers.
- Improved customer satisfaction through strong case communication and resolution clarity.
- Identified operational inefficiencies and communicated them to partner teams for corrective actions.
Customer Service Associate – NA Retail
Amazon Development Centre
10.2017 - 09.2020
- Delivered real-time chat support to NA customers for order, account, and fulfillment-related issues.
- Maintained top-tier performance in productivity, quality, and adherence.
- Played a key role in service recovery by providing empathy-driven communication during incident situations.
Education
M.Sc. - Microbiology
CSJM Government University
Kanpur01.2014
B.Sc. - Biology
Mahatma Gandhi Kashi Vidyapith University
Varanasi01.2012
Skills
Crisis incident resolution skills
Crisis intervention
Systematic problem analysis
Customer Experience & Service Recovery
Process Improvement & SOP Optimization
Cross-Functional & Stakeholder Coordination
Data Analysis & Pattern Identification
Conflict Resolution & Communication
Documentation & Post-Incident Reporting
Risk Assessment & Mitigation
Quip
MS Office Suite
Data Investigation Tools
Documentation & Reporting Tools
Accomplishments
- Led Project Phoenix, a data mining initiative to identify escalation trends and operational gaps.
- Managed a Concession Abuse Prevention workflow with measurable reductions in invalid concessions.
- Recognized for exceptional efficiency and accuracy in high-volume escalation handling.
Timeline
Resolution Specialist – NA Retail
Amazon Development Centre
06.2022 - Current
Resolution Specialist – IN Retail
Amazon Development Centre
10.2020 - 06.2022
Customer Service Associate – NA Retail
Amazon Development Centre
10.2017 - 09.2020
B.Sc. - Biology
Mahatma Gandhi Kashi Vidyapith University
M.Sc. - Microbiology
CSJM Government University