Sravya Aluri

As an Escalation Representative at Wells Fargo within the Consumer, Small & Business Banking division, I specialize in resolving complex customer issues and escalations. I am responsible for handling inquiries that have been elevated due to their sensitive nature or escalated status, ensuring prompt resolution while maintaining a high level of customer satisfaction. My role involves collaborating with various departments to address customer concerns effectively and providing solutions that align with Wells Fargo's policies and regulatory requirements.

Key Responsibilities:

• Customer Issue Resolution: Investigate and resolve escalated customer concerns related to banking products and services promptly and accurately.
• Communication: Maintain professional and courteous communication with customers, ensuring clarity and empathy in addressing their concerns.
• Problem Solving: Analyze issues thoroughly, identify root causes, and implement appropriate solutions to resolve customer problems.
• Collaboration: Work closely with internal teams such as Customer Service, Compliance, and Operations to gather information and expedite issue resolution.
• Documentation: Document all interactions and resolutions in accordance with Wells Fargo's policies and regulatory guidelines.
• Quality Assurance: Ensure all resolutions meet the company's quality standards and regulatory requirements.
• Customer Advocacy: Act as a customer advocate, ensuring that their concerns are addressed promptly and effectively.

Skills and Qualifications:

• Customer Service Expertise: Proven track record of providing exceptional customer service, particularly in handling escalated issues.
• Analytical Thinking: Ability to analyze complex situations, identify key issues, and develop effective solutions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate solutions clearly and professionally.
• Problem-Solving Ability: Strong problem-solving skills with a focus on delivering practical and effective solutions.
• Collaboration: Experience collaborating with cross-functional teams to achieve common goals.
• Attention to Detail: Meticulous attention to detail in documenting customer interactions and issue resolutions.
• Regulatory Knowledge: Familiarity with banking regulations and compliance requirements is advantageous.

Job Description:

- The Seller Support Associate demonstrates end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers via email and chat.

- The Selling Partner Support (SPS) Associate acts as the primary interface between Amazon and our 3rd party sellers, providing chat and email support governed by internal service level agreements.

- As SPS associate I will be responsible for providing timely and accurate operational support to 3rd party Sellers on the Amazon platform and expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment.

- My primary responsibilities revolved around providing comprehensive assistance via both email and chat channels, catering to partners' inquiries, concerns, and operational challenges. Key highlights of my role include:

• Email Process Expertise: Managed a high volume of incoming emails from selling partners, addressing inquiries regarding account management, product listings, policy clarifications, and operational issues. Utilized a structured approach to prioritize and efficiently resolve issues within defined service level agreements (SLAs).
• Chat Support Mastery: Leveraged real-time chat platforms to deliver immediate assistance to selling partners, fostering strong rapport and trust. Thrived in a fast-paced environment, adeptly multitasking between multiple chat sessions while ensuring each partner received personalized attention and resolutions to their queries.

- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions and holding experience of 1 year 9 months into this role.

- Maintaining strong written and verbal communication skills in English and flexibly working with changing job duties and responsibilities while managing the time and ability to prioritize. In summary, my tenure as a Senior Selling Partner Support Specialist at Amazon honed my expertise in delivering exceptional customer service through email and chat channels. I excelled in resolving complex issues, driving process improvements, and fostering collaborative relationships across the organization to ensure an unparalleled support experience for our valued selling partners.

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