Customer Service Associate

SHRAVYA NASALWAI

***************@*****.*** 908-***-**** Edison,New Jersey

EXECUTIVE SUMMARY

Customer Service representative with over 1 year of experience in voice and non voice processing, in e-retail industry. Familiar with major customer service software, demonstrated ability to achieve high customer satisfaction, meeting regulatory compliance and keen focus on process improvement. Ability to adapt, fast learner, team player and excel in new learnings.

PROFESSIONAL HIGHLIGHTS

Customer Service Associate (May 2011 – June-2012)

Amazon India Pvt Ltd

SKILLS

PROFESSIONAL EXPERIENCE

• 1 year of experience in customer service for a e retail company

• Non Voice & Voice Customer Support.

• Handle 80+ inbound calls or emails a day including customer complaints, customer retention, Order tracking and Delivery co - ordination

• 85% customer satisfaction rating

• Hands on with Zendesk and other CRM tools

• Brief experience in Managing and taking care of KG kids as a volunteer

• Brief experience in Human resource (recruiting).

• Currently working at local School as a lunch Aid

• As a Customer Service associate, handle customer requests via email, attend to complaints related to orders placed, assist customer in cancelling or retention policies and escalating to leadership on orders required immediate attention, using a proprietary software tool

• Respond to incoming customer calls or emails regarding products, policies, subscription premiums with accuracy

• Make sure to understand and knowledge on new product launches, policy changes and maintain comprehensive information to help customer provide most recent and accurate information and make the experience as seamless as possible.

• Strive to make each every customer interaction high standards as possible by actively listening, understanding customer pain points and respond with utmost proficiency

• Flexible in schedules, team player, focus on job on hand at the same time, multitask for better productivity

• Hunger to learn new things, new languages to support fast paced environment Customer Service Computer Literacy Multitasking Customer Complaint Resolution Time Management Problem Solving Conflict Resolution Effective Communication Active Listening Customer Retention Team Collaboration Decision Making De-Escalation

EDUCATION AND TRAINING / CERTIFICATIONS

ORGANIZATION AND IMMIGRATION

• Amazon India Pvt Ltd from 05/2011 to 08/2012

• Valid EAD authorization from 01/2024 to 01/2027

• S.S.C Board of secondary education (01/2003), Hyderabad– Telangana, India

• Board of Intermediate education (2005), Hyderabad, India

• Bachelor of Science (Bsc) (2006-2008), Hyderabad– Telangana, India

• Master of Business Administration (Human Resource) (2008-2010), Hyderabad– Telangana, India

• Certified in Business Analyst (2024)

• Order tracking and Co-Ordinating with dispatch /delivery team for tracking deliveries and expedite based on customer enquiries

• Assist customers on products offering, educate them on return and cancellation policies

• Handle multiple orders, address customer complaints within company policies for return or replacement

• Liaison with seller for defective items, providing feedback on frequent complaints

• Adhere to the team specific guidelines on responses to various customer queries and excel in meeting the set goals on weekly, monthly and quarterly targets

• Analyze routine customer queries, customer feedback, complaints using various techniques and to present to leadership team to define a standard operating procedure to respond to such enquiries and also to suggest improvement opportunities

• Attention to details, time driven and most importantly listen to customer complaints, queries and address issues within company policies and guidelines set

• Work with concerned team to develop strategies for better customer experience and retention.

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