Listening to Music
Utsa Sarkar
Jalpaiguri,West Bengal
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Excel at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with expertise in scheduling, customer relationship management, advertising and building campaigns. Proven performer which leverages superior communication and relationship building strengths to increase and retain long-term, loyal customers and stake holders.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Advertiser Support Specialist
Amazon Development Centre Pvt. Ltd.
Hyderabad, Telengana
06.2021 - Current
- Currently, working as an Advertiser Support Associate for all Marketplaces (North America, Europe, Far East) .
- I handle contacts of Amazon Advertisers over email and Chat who specifically advertise their products on Amazon.
- Helping advertisers with Campaign details and their performances, suggest ways to improve their Ads to perform better.
- I help advertisers to resolves issues that needs to be taken care of internally like Access to creation of their Brands, Store Pages, Campaigns and other metrics.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Served advertisers and followed outlined steps of service.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Regularly helping advertisers to build there presence over Social platform through Amazon Attribution feature.
Social Media Specialist
Amazon Development Centre Pvt. Ltd.
Hyderabad, Telengana
05.2020 - 05.2021
- I have worked as a Social Media Specialist for a year supporting Amazon.in (India) and Amazon.sg (Singapore).
- Took escalations over Social Media platforms such as Twitter, Facebook and Instagram.
- Have an experience of handling live contacts over the Social Platforms as well as following up over Customer queries that required more attention off the platform.
- Worked on projects related to Customer Returns that included Abuse Prevention, making refund process easier for customers purchasing Seller Orders, Modifying SOPs etc.
- Utilized content management system to post images and videos of company products online.
- Interacted with public relations department to identify positive or negative customer feedback regarding media content.
- Analyzed and reported social media and online marketing campaign results.
- Conducted daily updates to social media profiles to boost company online presence.
- Wrote social media content to increase engagement with customers over Amazon Prime Video Platform.
Customer Service Specialist
Amazon Development Centre Pvt. Ltd.
Hyderabad, Telengana
01.2019 - 04.2020
- Worked for Amazon Global Store, Amazon OOC (Out of Country) products and Amazon Jewelry during this timeline.
- Amazon Global Store and Amazon OOC were products mainly being shipped from USA and China respectively for Indian Customers (Amazon.in) only.
- Handled all calls, chats and emails for the processes including Customer Escalations.
- Worked on the expansion project for Amazon OOC as I was the on the launch team for the skill. The project included making clear SOPs for the process, recognizing the pain point from the consumers end, aligning Returns & Refund process with the regular Indian products.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Assisted customers with needs such as opening accounts, transacting funds over Amazon Pay , updating account details and signing up for new services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Associate
Amazon Development Centre Pvt. Ltd.
Hyderabad, Telengana
07.2017 - 12.2018
- Supported Customer Escalations on calls for Amazon.in and Amazon.sg
- Have experience in handling customer queries over calls, emails and chat process.
- Worked in various teams across different marketplaces and have assisted customer's directly and on follow-ups as per requirement. I have been a part of Amazon Product Specialist team (Amazon Jewelry), Corporate Gift Cards team, Primary calls for Amazon.in.
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- I have experience on providing SME support during the course of working on various teams and have provided training to new joiners on various occasions across different skills.
- Worked on various projects that included surveys from customers based on various issues regarding their refund process, return pick up, delivery issues.
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Education
MBA - Operations Management
Narsee Monjee Institute of Management Science
Mumbai, Maharashtra 07.2021 - Current
Bachelor of Technology - Electronics And Communication Engineering
Siliguri Institute of Technology
Siliguri, West Bengal 08.2013 - 06.2017
Indian School Certificate Examination (Class 10+2) - Science
Holy Child School
Jalpaiguri, West Bengal 04.2012 - 03.2013
Indian Certificate of Secondary Education (ICSE) - All Subjects Included in Class 10
Holy Child School
Jalpaiguri, West Bengal 04.2010 - 03.2011
Skills
Live chat management
Fast typing
Customer query management
Handling Escalations over Social Platform
Handling trouble tickets and investigations
Flexible with shift timings
Microsoft Word
Microsoft Excel
Microsoft Power Point
Accomplishments
- Recognized by leadership team for Customer Obsession at various instances.
- Awarded as the "Employee of the Year" 2019-20.
- Awarded as the "Employee of the month" a number of times.
- Recognized by the leadership team on multiple occasions for maintaining average handle time for calls and positive responses and feedback on customer assistance.
- Provided SME support on different skills while working across various teams.
Interests
Playing Cricket
Road Tripping
Cooking
Timeline
MBA - Operations Management
Narsee Monjee Institute of Management Science
07.2021 - Current
Advertiser Support Specialist
Amazon Development Centre Pvt. Ltd.
06.2021 - Current
Social Media Specialist
Amazon Development Centre Pvt. Ltd.
05.2020 - 05.2021
Customer Service Specialist
Amazon Development Centre Pvt. Ltd.
01.2019 - 04.2020
Customer Service Associate
Amazon Development Centre Pvt. Ltd.
07.2017 - 12.2018
Bachelor of Technology - Electronics And Communication Engineering
Siliguri Institute of Technology
08.2013 - 06.2017
Indian School Certificate Examination (Class 10+2) - Science
Holy Child School
04.2012 - 03.2013
Indian Certificate of Secondary Education (ICSE) - All Subjects Included in Class 10
Holy Child School
04.2010 - 03.2011