Customer Service German

LIZA MALHOTRA

Mobile: +91-874*******, +91-987*******; E-Mail: **************@*****.***

German Certified Professional, aspiring for challenging and innovative work environment where I can learn and apply my skills for achieving the organizational objectives. PROFILE SUMMARY

• Adv. Diploma in German Language with an experience of more than 5 years which includes:

• Good Knowledge of Seller Support Process including internal tools at Amazon

• Good Exposure in Customer Service at Amazon (Concentrix)

• An effective team player with good communication, individual contributor. CERTIFICATION

• Advance Diploma in German Language (B2/C1)

• Diploma in German Language (A2/B1)

• Certificate in German Language (A1/A2)

ORGANISATIONAL EXPERIENCE

Since MAR'19: Amazon Development Centre, as SPS Associate (German) Key Responsibilities:

• Acting as the primary interface between Amazon and our business partners.

• Responsible for providing timely and accurate operational support to Merchants selling on the Amazon platform.

• Contributing to process improvement as and when required.

• Sharing new learnings with the team for overall team’s better performance JUL'17 – DEC'17: Concentrix (Client: Amazon), as Sr. Practitioner Key Responsibilities:

• Responsible for solving customer’s queries via email.

• Responsible for preparing and providing feedback to agents.

• Participating in internal and external calibrations.

• Making recommendations and driving improvement.

JUNE'15 – FEB'17: Binary Semantics (Client: Google), as German Language Expert Key Responsibilities:

• To make promotions live on google site for online shopping.

• Provide Merchant Promotions partner support to US top tier Merchants

• Identify and (re)activate inactive merchants and warm leads

• Provided regular merchant/ online retailers feedback to ops onshore team

• Handled on-boarding new merchants in Q4 2015, resulting in a 81% increase in promotion submissions

• Coordinated with translation and international teams to update and localize Help Center.

• Addressed product related inquiries and resolved back end issues, escalating to appropriate teams when necessary

• Handled top notch Merchants like Macy’s, B&H, Toy ‘R’ US, Victoria Secret, Target etc.

• Implemented changes to existing process and test if changes are providing desired business results.

• Regular Client interaction/servicing and provides project status to MTV team.

• Flag possible roadblocks and perform a deep dive to recommend/implement corrective actions

• New joiners onboarding training

• Escalating new scenarios to onshore Google Team.

• Have been a SPOC (Single Point of contact) of a particular category for internal teams and for merchant

• Partnered and handled the operations, resolve issues and drive the day-day sales for the category

• Regular QA Auditing for team

• Quality Assurance - Ensuring compliance of various quality parameters laid down by the Organization

• Provided shadowing session to top management of Google on client visits Accomplishments

• Received Certificate of Appreciation for Handling and Bringing Growth in Project at Binary Semantics.

• Recognized as Best Performer in Project at Concentrix.

• Received 3 times RnR (Rewards and Recognition) in year 2020 at Amazon Development Centre. EDUCATION

• BA. Honors in English from School of Open Learning, Delhi University, Delhi, India in 2017.

• Advance Diploma in German from St. Stephen’s College, Delhi University, Delhi, India in 2015.

• Diploma from St. Stephen’s College, Delhi University, Delhi, India in 2014.

• Certificate in German from Ramjas College, Delhi University, Delhi, India in 2013. PERSONAL DETAILS

Date of Birth: 24th December 1993

Address: House No 5, Block No 5, Street No 7, Geeta Colony, New Delhi- 110031 Languages Known: German, English and Hindi

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