Customer Service Microsoft Office

Highlights

Obtained Masters Degree in computer application

Flexible and Love to work in fast pace environment.

Skilled with Microsoft Office Suite

Understanding of SQL Queries

Adaptive to a new and changing environment

Strong written and verbal communication skills

Team worker

16 years of experience with customer service (Phone, Chat, E-mail)

Able to type 60 wpm

Familiar with windows XP, Microsoft Outlook, I.E, Mac, Desktop computer

Monitoring trouble tickets

Member of safety committee at DFW8

Experience with OSHA regulations specifically 29 CFR 1910

EDUCATION

1997 Master of Computer Application Osmania University, INDIA

1993 Bachelor of Science Osmania University, INDIA

WORK EXPERIENCES

May 2017 – Till Date Quarter back, DFW6

• Identify and resolve an average of 100+ issues daily related to system defects

• Provide operational consulting to optimize Pick, Stow, ICQA via Chat, Email

• Research system errors to root cause and find permanent resolutions (either by dropping trouble ticket for AR teams or getting help from other teams in building)

• Reporting Safety issues and educate associate how to perform work in safe amazon way. Reporting damage items / liquids following OSHA way.

Nov 2015 – May 2017 Robotics Flow Lead, DFW6

• ARCTic (Amazon Robotics Central Team in action)

• Provide operational oversight to 4 Fulfillment Centers with daily throughput up to 1 million units

• Identify and resolve an average of 40 issues daily related to system defects

• Provide operational consulting to Amazon Robotics fulfillment centers to optimize pick performance via Chat, Email

• Research system errors to root cause and find permanent resolutions

March 2014 – Nov 2015 Ambassador, DFW8.

• Supported and worked in different departments as ICQA, inbound Shipping, inbound Stow, problem Solve.

• Member of associate safety committee, and regularly training/coaching associates

How to perform work in safe amazon way. Discarding damage items / liquids

Following OSHA way.

• Communicated with UPS world ship to setup the computer to process packages. Assisted with leading meetings in lex1, and trained associates in safety, scanning, problem solving, stowing, faces, water spider, creating pallet locations.

• Provided and kept track of associates with tracking of attendance, and labor tracking and report to management team via Email, Chat.

• Helped associates with problem solving to improve work quality. Performed error tracking at DFW8 with audit error reporting.

• Created a daily work report in the form of word and excel document reporting to

Operational managers and area managers. This enabled them to keep up to date with the daily activity reports and speed up the work flow.

• Assisted agents with keeping the work area clean and organized in 5S location.

• Identified and addressed safety hazards within the work area couple of times, making safety as first criteria for workers.

• Problem solver lead and assigning work to associates. And keeping track of reports and reporting to managers and operational managers.

• Processing UPS World ship for mistender packages.

• Scanned packages and achieve 1600 club.

• Member of safety committee.

Oct 2013 – March 2014 problem solver (DFW6).

• Fixing problems when associates makes errors, while receiving overages or wrong to pallets.

• Interacting with managers ICQA and inbound to report issues and to ISS managers as well via Email, Chat.

• Helped associates with problem solving to improve work quality. Performed error tracking in audit error reporting.

• Created a daily work report for area managers. This enabled them to keep up to date with the daily activity reports and speed up the work flow.

• Assisted agents with keeping the work area clean and organized in 5S location.

Nov 2012 – Aug 2013 Problem solver, LEX1

• ICQA. Quality of Bins and report to Lost or stolen department. Worked in inbound stow and assisted associates with replenishment, picking orders, assigning work to associates.

Nov 2010 – Nov 2012 Senior Advisor, Xerox

• Worked as senior advisor for Apple

• Took incoming or escalated calls from tier1 advisors or follow up with customers

• Troubleshoot problems and provide solutions for iPhone, iPad and iPod

• Used remote tools to help the angry customers who are not familiar with computers to fix devices and iTunes

• Very much dealing with empathy and sympathy and at the same time providing prompt resolution to customer’s inquiries and problems and capturing and entering data clearly and accurately for follow up with customers.

• Always got at least 96% positive surveys from customers.

Nov 2006 - Nov 2010 Customer care Representative- ACS

• Worked as a customer care representative for Nextel, Sprint, Boost for incoming calls,

• Assisted boost/Nextel/Sprint customers with their phone service, billing issues, identifying their needs and providing prompt resolution.

• As most of the customers were always angry and had always kept stats above average. Document the data for future reference.

• Had the opportunity to work with many supervisors and learn firsthand about management. And receive positive feedback from customers.

2005 – 2005 ACS Customer care Representative

• During tenure achieved Employee of the month in July 2005.

• Always kept good Stats and positive feedback from customers.

2002 – 2004 Coordinator, CinRam, Canada

• Work orders for packaging

• Replenishment

• Trained people how to use AS400 program on completing tasks such as returns, picking, DTR orders, shelving products

2001– 2002 Customer Support Engineer Can-Pak Services, Toronto.

• Considerable end-user interface by phone and/or in-person.

• Assembling of Computers

• Hardware & Software Troubleshooting

• Installation of Software

• Peer to peer Networking

• Internet sharing, thru router.

• Provides end-user technical support including, but not limited to, configuring hardware, performing hardware/software installations, troubleshooting and correcting H/W and S/W problems, and resolving day-to-day system problems for client/customer

• Works on fairly complex assignments

• Performs a full range of technical support activities.

• Performs as a member of quick-response user-support team and generally works under deadlines, operating independently to resolve problems of end users

1999 – 2001 Consultant International Crops Research Institute for the Semi- Arid Tropics, India (ICRISAT)

• Installed new 120 Dell PCs

• Setup Internet proxy and mail serving with dial-up

• Setup file and printer sharing using windows 9x, NT

• Maintenance of the existing 500 computer network

• Identified / resolved issues with Microsoft Outlook and Microsoft exchange server

• Trouble shooting of HP Laser printers

• Trouble shooting of Dot matrix printers and Inkjet printers.

1996 – 2000 Customer Support Engineer Disktech Services, India.

• Assembled IBM Pc clones, Hardware and Software troubleshooting

• PC repair and upgrade, Customer Service and Sales

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