SAHAYA SHINISHA J
Bengaluru
Summary
To work in an organization where culture of freedom and working for initiatives is ensured facilitating my contribution through thoughts and action to the company’s vision and thus achieve self-development by playing a significant role in building the organization.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Walmart Global Tech
06.2024 - Current
- Handling high volumes of incoming calls from associates and candidates, providing assistance with queries and resolving issues using multiple systems
- Communicating professionally and conversationally, ensuring customer satisfaction while utilizing all available resources
- Managing tasks with punctuality, reliability, and integrity to deliver an extraordinary customer experience
- Reviewing, analyzing, and resolving customer queries with accuracy, meeting or exceeding KPIs like average handling time, first call resolution, and customer satisfaction
- Collaborating with internal Walmart associates to escalate and resolve complex issues in a timely manner
- Strong problem-solving and decision-making skills to handle customer concerns and find suitable resolutions
Seller Partner Support Associate
Amazon Development India Pvt Ltd
03.2021 - 09.2023
- The Seller Support Associate acts as the primary interface between Amazon and our 3rd party sellers, providing phone and/or email support governed by internal SLAs.
- Demonstrates effective, clear and professional written and oral communication
- Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
Education
Bachelors of Engineering - Civil
St. Mother Theresa Engineering College
06-2018
HSC -
Spic Nagar Higher Secondary School
04-2014
SSLC -
Geetha Matric Higher Secondary School
05-2012
Skills
- CRMs (Paragon - Amazon and Service-Now - Walmart)
- NPS, Customer Satisfaction
- Active Listening
- Adaptability
- Conflict resolution
- Effective communication
- Time management
- Patience and attention to detail
- Empathy
- Customer service
Accomplishments
- Served sellers in a positive way, receiving the Seller Success Champion in the past year.
- Maintained a 98.5% satisfaction rating in my overall experience.
- Effectively addressed the errors in the SOPs to enhance the customer experience and the process gaps.
Certification
Certification of Introduction to Business Analytics, Udemy
Languages
Tamil
English
Personal Information
- Father's Name: Mr. A. James Arulraj
- Mother's Name: Mrs. R. Radha
- Date of Birth: 30/04/97
- Nationality: Indian
Timeline
Resolution Specialist
Walmart Global Tech
06.2024 - Current
Seller Partner Support Associate
Amazon Development India Pvt Ltd
03.2021 - 09.2023
Certification of Introduction to Business Analytics, Udemy
Bachelors of Engineering - Civil
St. Mother Theresa Engineering College
HSC -
Spic Nagar Higher Secondary School
SSLC -
Geetha Matric Higher Secondary School
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