Sri Divya S
Coimbatore,TN
Summary
Results-oriented Customer Success associate with 2.5 years of experience in Amazon's customer care, delivering exceptional service and building lasting customer relationships. Proven track record of exceeding performance metrics and driving customer satisfaction. Adept at handling complex inquiries, providing product expertise, and ensuring seamless customer experiences. Skilled in leveraging data-driven insights to identify opportunities for process improvement and enhance overall customer success. Seeking to bring expertise in customer advocacy, problem-solving, and proactive engagement to a dynamic Customer Success Specialist role.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Amazon Development Centre
06.2017 - 12.2019
- Customer Support: Provide exceptional customer service by responding to over 100 customer inquiries and resolving issues via phone, email, or chat.
Assist customers with order-related questions, product information, and general inquiries. - Problem Solving: Identify and address customer concerns promptly and effectively. Resolve issues related to order, payment, returns, and product inquiries.
- Communication: Communicate with customers in a clear and concise manner, ensuring a positive customer experience. Provide accurate information and updates on orders, shipments, and products.
- Quality Assurance: Adhere to established quality standards in customer interactions. Ensure accuracy and completeness in resolving customer issues.
- Documentation: Document customer interactions and relevant information in company's systems. Update customer profiles and records as needed.
- Collaboration: Collaborate with cross-functional teams, including logistics, technical support, and other departments, to address customer needs.
- Process Improvement: Identify opportunities for process improvement and contribute to enhancing overall customer experience.
Customer Service Subject Matter Expert (SME)
Amazon
05.2018 - 02.2019
- Expertise and Guidance: Serve as go-to resource for customer service agents, established expertise and guidance on complex issues, policies, and procedures.
- Training and Development: Develop and Perform training programs to customer service teams, ensuring agents are well-equipped to handle various scenarios.
- Issue Resolution: Assist in resolution of escalated customer issues, collaborating with relevant departments to address complex problems.
- Reporting and Analysis: Analyse customer service metrics and generate reports to identify trends, areas of improvement, and successes.
Education
B.E - Electronics And Communication Engineering
KGISL INSTITUTE OF TECHNOLOGY
Coimbatore, India05.2017
Skills
- Communication Skills
- Problem-Solving
- Attention to detail
- Feedback Handling
- Time Management
- Relationship Building
- Cross-Functional Collaboration
- Goal Orientation
- Conflict Resolution
- Adaptability
- Resilience
- Data Analysis
Certification
Completed Coursework:
- Customer service Skills - Alison.com 2024
- Effective Communication - Great Learning 2024
- Presentation Skills - Alison.com 2024
- Turn Your Thinking Around: New Approaches to Problem-Solving - Alison.com 2024
- Introduction to Interpersonal skills - Alison.com 2024
Timeline
Customer Service Subject Matter Expert (SME)
Amazon
05.2018 - 02.2019
Customer Service Associate
Amazon Development Centre
06.2017 - 12.2019
B.E - Electronics And Communication Engineering
KGISL INSTITUTE OF TECHNOLOGY
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