Surbhi Malhotra

Work History

Acciojob Pvt. Ltd

01.2023 - Current

Managed a team of 10 customer service associates providing guidance and support in daily operations, resulting in a 15% surge in operational efficiency
Efficiently managed ticketing system to prioritize and resolve customer inquiries, ensuring timely and satisfactory resolutions
Collaborated closely with the sales team to provide product knowledge and address any blockers, ensuring a seamless customer experience
Ensured link accuracy in communications and documentation, minimizing errors and enhancing operational efficiency
Proficiently utilized a variety of tools to streamline processes and maximize productivity
Collaborated closely with customers to understand their needs and provide tailored solutions, fostering strong relationships and driving business growth
Analyzed operational data to improve efficiency and effectiveness of processes
Collaborated with cross-functional teams to streamline workflows and resolve issues
Managed multiple tasks simultaneously while ensuring timely delivery of results
Communicated with internal and external stakeholders to ensure smooth operations.

Amazon

02.2022 - 01.2023

Managed a portfolio of seller accounts, serving as the primary point of contact for all account-related inquiries and support needs
Provided personalized assistance to sellers, offering guidance on account setup, product listings, pricing strategies, and advertising opportunities to maximize sales and profitability
Conducted regular performance analysis of seller accounts, identifying areas for improvement and implementing strategies to enhance visibility, conversion rates, and overall performance
Collaborated cross-functionally with internal teams such as operations, logistics, and marketing to address seller concerns, resolve issues, and ensure smooth execution of orders and promotions
Developed and maintained strong relationships with sellers, earning their trust and loyalty through proactive communication, timely resolution of issues, and strategic guidance
Led training sessions and workshops for sellers to educate them on platform features, policies, and best practices, empowering them to effectively manage their accounts and drive business growth
Played a key role in onboarding new sellers, guiding them through the registration process, assisting with product setup, and providing ongoing support to facilitate a seamless transition onto the platform. smsurbhi28@gmail.com
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Contributed to the development of internal tools, processes, and resources to improve efficiency, scalability, and seller satisfaction.

London

10.2021 - 02.2022

Assisted in order processing and management for accounts including Amazon, Home Depot, and Lowe's, ensuring timely and accurate fulfillment of customer orders
Handled customer inquiries and complaints, providing responsive and effective support to resolve issues and maintain customer satisfaction
Managed complaint ticketing system to prioritize and address customer concerns in a timely manner, ensuring swift resolution and positive outcomes
Collaborated with cross-functional teams to streamline workflows and optimize order fulfillment processes, contributing to improved efficiency and customer service
Conducted data analysis to identify trends and patterns in order processing and customer interactions, informing decision- making and process improvements
Provided support to senior operations staff in various tasks and projects, gaining valuable hands-on experience and contributing to team objectives.

Amazon

10.2020 - 04.2021

Served as the initial point of contact for Amazon customers, providing expert assistance and support across multiple channels, including phone, chat, and email
Handled a high volume of customer inquiries, averaging over 60 calls per day, while maintaining professionalism and efficiency
Successfully resolved a wide range of customer issues, including order inquiries, product questions, payment matters, and website navigation guidance, ensuring customer satisfaction
Proficiently utilized various tools for navigation, research, and solution review, enhancing productivity and effectiveness in addressing customer needs
Consistently exceeded quality and productivity goals set by management, demonstrating a commitment to excellence in performance
Recognized for outstanding customer service with 5 Customer Service Obsession Awards, reflecting dedication to providing exceptional end-to-end customer experiences.