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Customer Service Associate
Customer Support professional at Amazon who coached 30 associates and helped reduce repeat escalations by 15%.
IndiaCustomer Service Associate at Amazon
Resolved Kindle device and Prime Video issues for international customers, handling 50 contacts per day across phone and chat. Achieved 88% first-contact resolution while meeting handle time and satisfaction targets.
Customer SupportTechnical TroubleshootingTicketing Systems
Completed training in workforce management, capacity planning, shift planning, and performance reporting. Learned to interpret shrinkage, Productive Time to Labor (PTL), and schedule adherence metrics.
Workforce ManagementCapacity PlanningShift Planningperformance reportingShrinkage AnalysisPTL (Put To Light)Schedule Adherence
Trained and coached 30 new associates on customer-support processes, escalation handling, and independent case resolution. Audited 40 customer contacts per month, identified service-quality gaps, and provided actionable feedback.
TrainingCoachingQuality AuditsPerformance FeedbackEscalation HandlingProcess Improvement
Completed a Master of Science in Physics from Amity University, Kolkata in 2019.
Completed a Master of Science in Physics from Amity University, Kolkata in 2019.