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
undefinedAccomplishments
- 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
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