Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Certification
Timeline
Generic

Sashank Anand

Hyderabad

Summary

I aspire to embark on a challenging and fulfilling career path where I can fully realize my potential, achieve peak performance, and enrich others through sharing my knowledge and experience. As a reliable manager, I demonstrate a high level of ownership and initiative, coupled with an exceptional work ethic and a commitment to exceeding company expectations. I excel in building productive working relationships and thrive in fast-paced, deadline-driven environments, adeptly managing goals and team development. With a successful track record in team-oriented settings, I bring several years of industry experience, marked by a solid history of balancing team performance, customer service targets, and business objectives. Dedicated to maximizing productivity and optimizing procedures, I work closely with employees to achieve these aims. As a decisive leader with strong planning and organizational skills, I am an adaptable manager with extensive experience in coordinating operations to meet organizational goals. I am a communicative team leader with expertise in strategic planning and inventory management, committed to driving improvements through innovation and leadership.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Manager cs operations

Amazon
10.2017 - Current

  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Developed policies and procedures related to customer service operations.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Monitored phone calls to provide feedback and coaching.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Conducted research and reviewed findings to solve customer issues.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Monitored staff performance to ensure adherence to customer service standards.

Customer Service Escalation Specialist

Amazon
Hyderabad
03.2016 - 06.2017
  • Implemented process changes that improved the overall quality of service provided to customers.
  • Assisted customers with account setup and provided technical support when needed.
  • Provided training for new team members on escalation policies and procedures.
  • Adhered to established service level agreements while handling customer escalations.
  • Monitored customer feedback for trends in order to identify areas of improvement.
  • Investigated escalated customer complaints, identified root causes and proposed solutions.
  • Answered incoming customer inquiries and resolved issues related to products or services in a timely manner.
  • Documented best practices for resolving escalated customer issues quickly and efficiently.
  • Analyzed customer feedback data to develop strategies for improving the customer experience.

kindle tech suport

Amazon
  • Created user accounts, managed passwords, configured access rights, and provided training when necessary.
  • Assisted in the installation, testing and maintenance of hardware and software systems.
  • Provided guidance on the selection of hardware components based on customer requirements.
  • Performed troubleshooting activities to identify root cause of system issues.
  • Collaborated with IT teams to develop solutions for complex technical issues.
  • Tested new products prior to deployment in order to verify compatibility with existing systems.
  • Monitored performance of computer systems and networks to ensure proper operation.
  • Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
  • Troubleshot malfunctions and diagnosed issues for equipment and components.
  • Developed and implemented custom software solutions to enhance client business operations.
  • Managed client expectations through clear communication of technical limitations and project timelines.
  • Established and maintained strong client relationships through exceptional problem-solving and technical support.

Education

Bachelor of Science - Information Technology

Army Public School (APS)
Bhopal, MP
09.2012

Higher Secondry -

Army School
Bhopal, MP
05-2008

Skills

  • Customer Service Operations
  • Team Leadership
  • Retail Operations
  • Bias for Action
  • Salesforce
  • Quip
  • Leadership
  • Management
  • Microsoft Excel
  • SharePoint
  • Operations Management
  • Strategic Planning
  • Performance Management
  • Business Administration
  • Workforce Management
  • Cross-functional team management
  • Verbal and written communication
  • Schedule Preparation
  • Process Improvement
  • Customer Service
  • Work Planning and Prioritization
  • Problem-Solving
  • Decision-Making
  • Attention to Detail
  • MS Office
  • Analytical Skills
  • Documentation And Reporting
  • Multitasking

Websites

Accomplishments

  • In 2023 won the inclusion and diversity award.
  • In NA Peak 2022, received manager of week and manager of the month Award.
  • In 2021, received Customer obsession award, for the month of February, March and May.
  • In NA Peak 2020, received manager of the month for month of December.
  • As L2 received top performer award for the peak.
  • Received customer obsession award in D2TS team.
  • In 2017, won the award Exciting DC and FC visit award.
  • In 2015 won the CS Perfect Attendance award - Q1.
  • In 2015 won the star performer award for best performance in the skill.

Languages

English
First Language
English
Advanced (C1)
C1
Hindi
Beginner
A1

Certification

  • Python
  • SQL

Timeline

Manager cs operations

Amazon
10.2017 - Current

Customer Service Escalation Specialist

Amazon
03.2016 - 06.2017

kindle tech suport

Amazon

Bachelor of Science - Information Technology

Army Public School (APS)

Higher Secondry -

Army School

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Sashank Anand