Surekha Akula

Identifying and correcting errors/complaints on Amazon Web Site and fixing the Broken Variation using Excel to upload attributes.

• Handling the day-to-day volumes of the assigned tasks and ensure the given SLAs(Service Level Agreement) are met per quality standards.
• Maintaining records of day-to-day work by updating tracker to reflect work done
• Investigating and identifying ‘Root Cause Analysis' for a recurring problem. Mentoring and training the new Employees about process.
• Delivering Kaizen to improve work process and taking initiatives and responsibility for new challenges.

Responded to customer chats to answer questions about products and services.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction and customer service standards.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Resolved problems, improved operations and provided exceptional service and retained the customer.

• Monitored metrics and developed actionable insights to improve efficiency and performance. Managed customer relations on ongoing basis to increase customer retention
• Communicated with customers to assess and address individual needs, providing timely and quality support via Emails, Calls.
• Collected customer feedback and made changes to exceed customer satisfaction goals.
• Made customers aware of new programs and services.