Lakshmi Pawani

Customer Support Specialist with nearly 3+ years of experience delivering high-quality support across international and domestic markets at Amazon. Skilled in handling complex customer issues, ensuring accurate resolutions, and maintaining high customer satisfaction scores. Demonstrates excellent written and verbal communication, strong attention to detail, and a proactive problem-solving mindset.

Experienced in working in fast-paced, shift-based environments and collaborating with cross-functional teams. Eager to expand expertise in fintech, payments, and crypto while contributing to customer-centric operations.

Advanced Resolution Specialist - Amazon India - Sherlocks (North America) | VCS-IXE

(2022-07 - 2025-06)

• Owned and resolved high-priority, complex customer escalations across the North America marketplace using Amazon Sherlock, consistently achieving 98% resolution accuracy.
• Conducted comprehensive root cause analysis by reviewing case histories, customer journeys, and agent behavior to identify systemic issues and prevent repeat contacts.
• Analyzed escalation patterns and customer pain points, contributing actionable insights that supported process enhancements and improved CSAT scores.
• Partnered with internal and cross-functional teams to ensure seamless resolution of issues requiring multi-team coordination.
• Supported Prime Video live events including Thursday Night League (TNL) and Football Night League (FNL), ensuring uninterrupted customer assistance during high-traffic and peak sale periods.
• Delivered specialized support for customers across categories such as pets, retail, heavy electronics, furniture, and Echo devices while maintaining strict quality standards.

Customer Service Associate – International Support - Amazon India - VCS-IXE | North America

• Provided end-to-end email and chat support to customers across North America, resolving concerns related to orders, payments, Prime subscriptions, refunds, and account management.
• Managed an average of 60+ customer interactions per shift while maintaining 95% Quality Audit scores and 96%+ response accuracy.
• Collaborated closely with logistics, returns, and seller support teams to ensure timely and accurate resolution of complex customer issues.
• Maintained detailed case documentation in CRM systems to support transparency, audit readiness, and continuous improvement.

Customer Service Associate - Amazon India - VCS-IXE | India

• Handled 30+ inbound customer calls per shift, addressing a wide range of concerns including order issues, delivery escalations, payments, refunds, and Prime subscription queries.
• Demonstrated strong communication and problem-solving skills while managing high call volumes in a fast-paced environment.
• Coordinated with internal teams to resolve service disruptions efficiently, resulting in consistent CSAT scores of 95%+.

Customer Experience Executive - Azuga Telematics

(2026-02 - 2026-03)

Contract Role

• Provided customer support for GPS tracking and fleet management SaaS platform via voice, email, and chat.
• Assisted clients with onboarding, account setup, and dashboard navigation.
• Troubleshot issues related to device connectivity, trip tracking, and reporting features.
• Coordinated with technical and operations teams to resolve escalations within SLA timelines.
• Maintained detailed case documentation in CRM systems for tracking and reporting.
• Delivered proactive follow-ups to ensure customer satisfaction and retention.
• Handled billing, subscription, and service-related inquiries professionally.
• Contributed feedback to improve product usability and customer experience.

Bachelor of Pharmacy - B. Pharmacy