Shaped by fast paced customer experience at Amazon, where communication, patience, and problem-solving became my strengths.
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Results-driven Resolution Specialist with 3+ years of experience in customer service, escalations, and operations management at Amazon. Skilled in handling high-priority cases, root cause analysis, SLA management, and process improvement while maintaining strong customer satisfaction and operational excellence. Recognized for strong communication, ownership, problem-solving, and the ability to perform effectively in fast-paced environments.
Subject Matter Expert — Amazon
Feb 2024 – Mar 2025
-Guided and supported teams with floor management, coaching, and real-time operational assistance.
-Monitored SLA, queue handling, shrinkage, and schedule adherence to maintain smooth operations.
Assisted in audits and quality checks to reduce -escalations and improve process accuracy.
Subject Matter Expert — Amazon
Feb 2024 – Mar 2025
-Guided and supported teams with floor management, coaching, and real-time operational assistance.
-Monitored SLA, queue handling, shrinkage, and schedule adherence to maintain smooth operations.
-Assisted in audits and quality checks to reduce escalations and improve process accuracy.
Escalation Specialist — Frontizo
Jan 2023 – Feb 2024
-Resolved complex customer escalations through detailed case evaluations and policy-based decisions.
-Conducted deep-dive analysis to identify process gaps and improve escalation handling.
-Collaborated with leadership teams to ensure accurate and customer-focused resolutions.
Customer Service Agent — Frontizo
Sep 2022 – Jan 2023
-Handled customer queries through calls and chats with a focus on first-contact resolution.
-Maintained high customer satisfaction through clear communication and timely support.
-Followed company guidelines and quality standards to ensure consistent service delivery.
12th from G.G.M.S.S.School sector 18 C chandigarh.
Bachelor’s in Commerce (B.Com) — Punjab University
