Saranya G
Customer Service Manager
Coimbatore,TN
Summary
Operations professional with strong track record in driving process improvements and team efficiency. Known for fostering collaboration and achieving organizational goals through strategic planning. Reliable and adaptable with skills in project management and communication.
Experienced with managing operational workflows and team dynamics. Utilizes analytical skills to optimize resource use and improve productivity. Track record of effectively leading teams through change and achieving consistent results.
Overview
7
7
years of professional experience
Work History
Operations Team Manager
Amazon
08.2023 - 05.2025
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Managed key projects from inception to completion, delivering results on time and within budget constraints.
- Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines.
- Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
- Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
Resolution Specialist
Amazon
05.2020 - 07.2023
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
Customer Service Associate
Amazon
06.2018 - 04.2020
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
K Ramakrishnan College of Technology
Trichy 04.2001 -
Skills
Operational efficiency
Timeline
Operations Team Manager
Amazon
08.2023 - 05.2025
Resolution Specialist
Amazon
05.2020 - 07.2023
Customer Service Associate
Amazon
06.2018 - 04.2020
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
K Ramakrishnan College of Technology
04.2001 -