SHREYA BALKI
BANGALORE
Summary
Detail-oriented and adaptable professional with over 2.5 years of experience in client-facing roles within international BPO operations, currently pivoting towards project coordination and management. Proven track record of handling high-pressure environments, resolving client issues efficiently, and leading initiatives to improve service quality. Seeking to leverage organizational, communication, and leadership skills to contribute to cross-functional project teams.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Associate (NA/Canada)
Amazon Development Centre India Pvt. Ltd.
Pune
07.2020 - 12.2022
- Supported North American customers via inbound/outbound channels, managing 50+ calls daily with 90%+ resolution success rate.
- Collaborated across departments to escalate and resolve technical issues, processing transactions and maintaining data accuracy.
- Contributed to cross-functional projects including customer outreach campaigns and quality improvement initiatives.
- Analyzed customer feedback to identify trends and propose workflow enhancements.
- Trained and mentored new team members, leading to faster onboarding and productivity ramp-up.
- Received multiple Customer Obsession Awards and recognized as a Top Performer in CCXU.
Key Projects & Achievements
- Reduced average call handling time by 20% through workflow improvements.
- Actively contributed to internal project on process automation for complaint handling.
- Recognized for excellent adherence to SLA and policy compliance.
Education
Bachelor of Engineering - Electrical
St. Vincent Pallotti College of Engineering & Technology
Nagpur04.2019
Skills
- Project Coordination & Support
- Client Relationship Management
- Agile & Waterfall Basics
- Stakeholder Communication
- Risk & Issue Tracking
- Process Improvement
- Team Leadership
- Time Management & Multitasking
- MS Office Suite, Jira, Trello (Beginner)
Career Break – Maternity Leave
Took time off to focus on maternity and family responsibilities. Now fully prepared and enthusiastic to return to a full-time professional role, bringing enhanced perspective, resilience, and organizational skills.
Certification
- Google Project Management Certificate, Coursera, In progress
- Agile Fundamentals, Simplilearn/Udemy
Availability
Immediate
Personal Information
Willing To Relocate: True
Languages
Marathi
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Customer Service Associate (NA/Canada)
Amazon Development Centre India Pvt. Ltd.
07.2020 - 12.2022
Bachelor of Engineering - Electrical
St. Vincent Pallotti College of Engineering & Technology