Vipul Kumar Rai

Ticketing expert in identifying and resolving issues with Amazon Devices and Digital services for multiple regions such as USA, Australia and UK which include, Kindle, Fire TV and Alexa devices.

As Advanced Technician used to handle escalations and assist customers with queries across all services and devices offered by Amazon. Apart from regular working hours used to mine contacts to find area of opportunity and system waste.

In early stages of my role as an associate I was part of Tax Specialty team assisting customers with tax exemptions and providing information with required documents/forms.

• Achieved 95% quality with 98% productivity.
• Maintaining 84% PTL with 100% adherence.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Developed and actualized customer service initiatives to decrease wait times.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Managed over 50 calls per day with 100% quality.