Shivam Yadav
Noida
Summary
Highly experienced Customer Support Associate with 5+ years of experience in providing exceptional customer service and resolving complex issues. Proven track record of effectively managing customer inquiries and delivering high levels of customer satisfaction. Skilled in communication, time management, and working collaboratively in a team environment. Proficient in Microsoft Excel and experienced in utilizing ticketing systems to track and resolve customer concerns.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Amazon Development Center
08.2018 - Current
- Provided excellent customer service by following the company's core values of Integrity, Service, Reliability and Excellence
- Worked closely with team members across various functions including Operations, Quality Assurance (QA), Finance & Legal to resolve any issues that may arise during whole process
- Increased customer satisfaction rate by 15% by developing a new script for customer service representatives based on customer feedback
- Assisted NHT (New Hire Trainees) for driving performance and implementation of strategies
- Maintaining consistent KPI: AHT, RAP, quality and productivity
- Supported NHTs as an SME at various time throughout my tenure
- Helped in launch of successful pilot projects
- Mining of contacts as an SME to improve quality and overall process improvement
- Conducting quality inspections, audits, and tests to identify defects or problems for improvement of Alexa
- Implementing and monitoring test scripts to assess functionality, reliability, performance and quality of the service or product
- SME (subject matter expert) Support
- Resolution Specialist Support
- Fraud and Payment support
Education
Master of Business Administration -
Lovely professional University, Jalandhar
Bachelor of Commerce -
Lovely professional University, Jalandhar
DALIMSS Ambedkar Nagar
Bal Bharti Public School Ambedkar Nagar
Skills
- International Support
- Conflict Resolution
- Critical Thinking
- Negotiation skills
- Good interpersonal and organizational skills
- MS Office proficiency
- CRM Software
- Quality Assurance
Processenvolvement
- Indian blended support
- North America (US and Canada) email and chat support
- Germany chat and email support
- Japan email support
- Alexa Data Services
- SME (subject matter expert) Support
- Resolution Specialist Support
- Fraud and Payment support
Personal Information
- Date of Birth: 01/04/1995
- Marital Status: Single
Awards
- Customer Obsession Award
- Awarded for maintaining highest CHT and RAP
- Awarded achieving maintaining productivity
- Certified in Amazon Customer Excellence System (ACES) Stage 2.
- Certified in Six Sigma yellow belt
Languages
Hindi
First Language
English
Advanced (C1)
C1
Certification
- Six Sigma
- Certified in Stage 2 of the Amazon Customer Excellence System (ACES).
Timeline
Customer Service Associate
Amazon Development Center
08.2018 - Current
Master of Business Administration -
Lovely professional University, Jalandhar
Bachelor of Commerce -
Lovely professional University, Jalandhar
DALIMSS Ambedkar Nagar
Bal Bharti Public School Ambedkar Nagar
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