Richa Porwal
Lucknow
Summary
Result oriented customer service professional skilled in training and enhancing team performance. Delivered exceptional client support through strong analytical and communication abilities. Committed to continuous learning and leveraging problem-solving skills to drive team success and contribute to organizational growth.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Seasonal Trainer
Amazon Development Centre
Delhi
03.2024 - 04.2026
- Led the training of 12 new hire batches and upskilled 5 tenured employee batches for the UK and MENA marketplaces, ensuring seamless integration into operational processes, enhancing team flexibility and market adaptability.
- Spearheaded training for pilot batch in email and call skill set, strengthening team capabilities in critical communication.
- Implemented feedback mechanisms to enhance training effectiveness, resulting in 100% satisfactory feedback upon training completion.
- Provided targeted feedback to new hires, fostering professional growth and unlocking their full potential to improve performance metrics.
- Utilized innovative techniques to boost learner engagement and participation.
- Certified 2 employees as Auxiliary TME, enabling expanded roles and responsibilities within the organization.
- Conducted regular audits maintaining compliance and operational integrity.
Sr. Seller Support Associate
Amazon Development Centre
Delhi
01.2022 - 02.2024
- Multi-Market Support: Delivered exceptional support across multiple marketplaces-the UK, Europe and the MENA region ensuring sellers received comprehensive assistance tailored to their needs through emails and calls.
- Handled escalated cases tactfully, resolving seller issues to enhance seller trust and reinforce company reputation.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Handled escalated cases tactfully, achieving positive resolutions for sellers and reinforcing company reputation.
- Served as a liaison between sellers and internal departments, facilitating seamless communication during critical situations.
- Identified root causes of seller issues, developing solutions that effectively reduced recurrence and improved seller experience.
- Evaluated reimbursement requests against established SOPs, ensuring timely and fair decisions to uphold compliance and maintain seller satisfaction.
Customer Service Associate
Accenture
Delhi
07.2021 - 01.2022
- Customer Assistance: Assisted customers with Google Pay application inquiries, facilitating clear communication and effective problem resolution.
- Customer Satisfaction: Received recognition from customers for exceptional service, contributing to consistently high customer satisfaction rates.
- Efficiency and Accuracy: Managed and resolved customer queries within service level agreements (SLA), demonstrating strong time management and attention to detail.
Senior Customer Service Associate
American Express
Gurgaon
11.2013 - 05.2015
- Operational Support: Facilitated smooth product delivery through administrative and operational assistance, improving customer experience.
- Process Improvement: Developed and standardized procedures and policies to improve service delivery and customer issue resolution.
- Process Improvement: Developed and standardized procedures to improve service delivery and resolve customer issues more effectively.
- Process Improvement: Developed and standardized procedures to streamline service delivery and enhance customer issue resolution.
Process Associate
Genpact
03.2012 - 10.2012
- Managed third-party US collections for Nissan vehicles, ensuring compliance and customer engagement.
- Delivered tailored solutions to enhance customer service, addressing individual needs and increasing overall satisfaction through effective communication.
- Demonstrated self-motivation by completing tasks independently and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Collaborated with team members and worked independently to achieve operational goals in a fast-paced environment.
Education
MBA -
Narsee Monjee Institute of Management Studies
New Delhi, IndiaB.Tech -
Subharti Institute of Technology and Engineering
MeerutSkills
- Training and development
- Training auditing
- Process Improvement
- Quality assurance
- Issue resolution
- Customer Service
- Active problem solving
- Clear communication
- Cross-cultural communication
- Decision-making
- Critical thinking
- Attention to detail
- Leadership
- Consistent methodology
- Weekend Operations
- Project matter expertise
LANGUAGES
English Advanced, Hindi Native
Hobbies and Interests
English Advanced, Hindi Native
Languages
Hindi
First Language
English
Proficient
C2
Timeline
Seasonal Trainer
Amazon Development Centre
03.2024 - 04.2026
Sr. Seller Support Associate
Amazon Development Centre
01.2022 - 02.2024
Customer Service Associate
Accenture
07.2021 - 01.2022
Senior Customer Service Associate
American Express
11.2013 - 05.2015
Process Associate
Genpact
03.2012 - 10.2012
MBA -
Narsee Monjee Institute of Management Studies
B.Tech -
Subharti Institute of Technology and Engineering