Venus Tyagi
Processing and servicing analyst
Summary
Processing and Servicing Analyst with 4 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific team goals related to growth and efficiency improvements into new processes. Knowledgeable innovator known for recommending new changes to enhance existing systems/processes and introduce new systems. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Processing and Servicing Analyst
Tide
06.2023 - Current
- Streamlined reporting processes, significantly reducing time required to generate insights.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
- Increased operational transparency by developing and implementing new reporting framework.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Account Health Support Specialist
Amazon
4 2022 - 06.2023
- As an AHS Specialist, I engage in frequent written and verbal communication with Sellers, department management, risk analysts, and other company associates to accomplish business goals.
- Utilized advanced research techniques to uncover hidden information during investigations.
- Strengthened internal controls within organizations by recommending improvements based on investigative findings.
- Implemented new training programs for junior investigators, enhancing their skills and contributing to overall team performance.
- Improved case resolution rates by conducting thorough investigations and collecting relevant evidence.
SME (subject matter expert)
Amazon
08.2020 - 04.2022
- Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the team.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
Retail Associate
Amazon
11.2019 - 08.2020
Education
Fellowship - Product Management Fellowship
NextLeap
India 04.2001 -
M. Sc - Department of Electronics and Computer Science
RTM Nagpur University
06.2017 - 05.2019
B. Sc - undefined
Shivaji Science College
06.2014 - 05.2017
Skills
SQl
MS-Office
Strategic thinking
People management
Problem solving
Communication
Teamwork
Customer service
Leadership
Process enhancement
Time management
Decision making
Troubleshooting skill
Data-driven
Accomplishments
- Top Fellow in the product management fellowship ( Within the top1% of the batch)
- Multiple employee of the month (7 in the past year)
- Won multiple Employee of the Month awards at Amazon (AHS)
- Multiple Customer Obsession Award (2020 & 2021)
- Achieved significant success by introducing new scrubbing process for seniors and TLs.
- Raised multiple process improvement ideas.
Languages
Hindi
English
English
Certification
Sigma six white belt
Timeline
Product management fellowship
06-2024
Leading teams & developing as a leader
01-2024
Sigma six Yellow belt
10-2023
Sigma six white belt
07-2023
Processing and Servicing Analyst
Tide
06.2023 - Current
SME (subject matter expert)
Amazon
08.2020 - 04.2022
Retail Associate
Amazon
11.2019 - 08.2020
M. Sc - Department of Electronics and Computer Science
RTM Nagpur University
06.2017 - 05.2019
B. Sc - undefined
Shivaji Science College
06.2014 - 05.2017
Fellowship - Product Management Fellowship
NextLeap
04.2001 -
Account Health Support Specialist
Amazon
4 2022 - 06.2023
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