SHASHANK KASHYAP
Dhanbad
Summary
Dynamic resolution specialist with 9+ years of experience at Amazon, focused on escalation management and leadership. Delivered measurable improvements in customer outcomes and support performance through efficient issue resolution. Leverage data-driven insights to refine processes while strengthening team effectiveness through coaching and communication.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Resolution Specialist, Customer Support
Amazon
Pune
06.2017 - 09.2026
- Served as the point of contact for supervisor-level escalations, resolving call/chat issues that front-line agents could not close.
- Resolved complex, escalated cases for 50+ customer interactions daily, specifically addressing supervisor requests.
- Took on team lead responsibilities within Amazon, combining people management with core resolution duties to support both team and business goals.
- Led a team of 7 to 14 associates: track individual performance against targets, coached underperformers to close gaps, and escalated blockers to management.
- Conducted one-on-one check-ins with team members to identify challenges and facilitate their development.
- Monitored performance metrics for CHT and CCXO targets during the entire tenure.
Education
Bachelor of Technology - Electrical Engineering
Gandhi Institute For Technology
Bhubaneswar, Odisha07-2017
Data Analytics with Generative AI - through Coding
Coding Ninjas
Delhi09-2026
Skills
- Escalation management
- Problem resolution
- Team leadership
- Customer service excellence
- Data-driven decision making
- Quality assurance
- Process optimization
- Customer education
- Decision-making
- Microsoft Excel
- Data analysis
- Scripting automation
- Database management
- Generative AI
- AI integration
- Service level agreements
- Time management
- Verbal and written communication
- Interpersonal communication
- Emotional intelligence
- Professionalism
- Problem solving
- De-escalation techniques
- Analytical thinking
- Problem-solving abilities
- Microsoft Office
- Report generation
Certification
- Introduction to Analytics & Excel
- MASTERING DATA VISUALIZATION WITH POWER
BI AND MS EXCEL
Company
- Amazon Development Center(India) Private limited, Pune 411014
- From 12th June 2017 to 10th September 2026
Timeline
Resolution Specialist, Customer Support
Amazon
06.2017 - 09.2026
Bachelor of Technology - Electrical Engineering
Gandhi Institute For Technology
Data Analytics with Generative AI - through Coding
Coding Ninjas