Sagar Patankar
Resolution Specialist
Nagpur
Summary
Resolution Specialist with 5+ years of experience in voice/non-voice customer support. Manage and supervise a group of customer service agents and monitor their day-today work. Coach, and develop customer service agents. Take escalations from customers and handle their requests as necessary. Awarded with Best Mentor, CDP and many more performance and leadership awards.
Overview
6
6
years of professional experience
1
1
Language
Work History
Resolution Specialist
Amazon Development Center India Pvt Ltd
Pune
02.2017 - Current
- Ability to be constantly self-driven and organized
- Ability to multi-task, prioritize, and manage time effectively
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Conducting team huddle, process refresher, compliance and quality training.
- Assist leadership and stakeholders in identifying procedures and policies that are outdated or ineffective
- Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures
- Queue Management, assigning tasks , Order Management, goals
- Manage , resolve and route assigned tickets with in defined SLA
- Experienced in ticketing tools
- Collaborated with logistic,product and marketing teams to resolve customer complaints and drive customer experience.
- Recorded details of conversations, complaints and actions taken in CRM's.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
B.E. -
G.H. Raisoni College of Engineering
NagpurH.S.C -
Dharampeth High School And Jr. College
NagpurS.S.C -
Somalwar High School And Jr. College
NagpurSkills
Jira/Service Now/ Remedy
undefinedTimeline
Resolution Specialist
Amazon Development Center India Pvt Ltd
02.2017 - Current
B.E. -
G.H. Raisoni College of Engineering
H.S.C -
Dharampeth High School And Jr. College
S.S.C -
Somalwar High School And Jr. College
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