Parul Narayan

Proactive Customer Service Associate with over 4 years of experience supporting customers across the USA, Canada, and UK through phone, live chat, and email. Skilled in issue ownership, problem-solving, active listening, and delivering a positive customer experience in fast-paced environments.

Customer Service Associate at Amazon (2025-06 – 2026-08)

Retail | Concession and Abuse Prevention

• Serve as a first point of contact for customers across the USA and Canada through phone, live chat, and email, resolving approximately 80 customer issues daily.
• Take ownership of customer issues from first contact through resolution, using active listening and focused questions to provide fast and accurate solutions for payment, refund, order, delivery, invoice, and account-related concerns.
• Review transaction details, account history, previous contacts, and concession patterns to investigate complex cases, identify possible misuse, and make accurate decisions in line with company policies.
• Manage difficult conversations and escalations with empathy and clear written and verbal communication, keeping customers informed of available options and next steps.
• Document case actions accurately, collaborate with cross-functional teams, and adapt to process changes while maintaining CSAT, quality, productivity, Average Handling Time (AHT), and First Call Resolution (FCR).
• Recognized with multiple Customer Obsession Awards for consistent customer service performance.

CCE at EXL Service.com (2011-12 – 2012-11)

• Resolved balance errors using accounting software and maintained accuracy in financial case handling.
• Developed personalized payment reminder systems to improve the timeliness of receivables.
• Managed debt recovery processes while consistently achieving collection targets and reducing outstanding debts.
• Demonstrated strong verbal and written communication, personal responsibility, adaptability, and attention to detail.

Senior Associate at Wipro (2007-08 – 2009-09)

• Enhanced customer satisfaction by providing personalized recommendations based on customer requirements.
• Applied product knowledge to recommend solutions aligned with customer needs.
• Provided after-sales support and addressed customer inquiries and complaints effectively.
• Collaborated with cross-functional teams to support successful completion of complex sales within deadlines.

Bachelor of Commerce in B.Com. – Delhi University, North Campus (2012-03)