Rohit Verma

Customer-focused professional with experience in client relationship management, operations, stakeholder communication, and business process optimization across fast-paced service environments. Skilled in customer retention, escalation management, cross-functional collaboration, and delivering business-focused solutions that improve customer experience and operational efficiency. Experienced in managing high-volume customer interactions, coordinating client-facing operations, and leveraging AI tools such as ChatGPT and Claude to improve productivity, communication, and workflow efficiency.

Familiar with SaaS platforms, cloud technology fundamentals, and compliance-oriented workflows.

Customer Success Associate at Amazon (2023-01 – 2025-12)

Managed end-to-end customer interactions in a high-volume, metrics-driven environment while maintaining strong customer satisfaction, relationship quality, and SLA adherence.

• Acted as a primary point of contact for customers, ensuring strategic communication, timely updates, and positive customer experience outcomes.
• Collaborated with cross-functional teams to resolve complex customer concerns and improve overall service experience.
• Analyzed customer concerns using internal tools, workflows, and operational insights to improve customer experience and support business outcomes.
• Maintained operational accuracy and compliance while supporting customer engagement and cross-functional collaboration initiatives.
• Demonstrated strong ownership, relationship management, stakeholder communication, and problem-solving skills while managing sensitive customer interactions.
• Consistently worked in fast-paced operational environments requiring adaptability, customer focus, and communication excellence.

Operations Manager at Consultancy (2024-01 – Present)

Managed client relationships and workforce delivery operations for multiple business accounts across recruitment and staffing projects.

• Served as the primary point of contact for stakeholder communication, onboarding coordination, and issue resolution.
• Coordinated hiring pipelines, candidate engagement, and operational workflows while ensuring timely delivery against client requirements.
• Improved client satisfaction and customer retention through proactive communication, relationship management, and service optimization.
• Participated in business conversations with clients to understand operational priorities, service expectations, and long-term engagement requirements.
• Collaborated with clients to understand business requirements and provide consultative support throughout hiring and onboarding processes.
• Supported stakeholder influence and strategic communication by coordinating between clients, candidates, and operational teams to ensure successful delivery outcomes.
• Identified workflow inefficiencies and implemented operational improvements to streamline execution and enhance service outcomes.
• Managed documentation validation, onboarding coordination, and compliance-related processes across multiple hiring projects.
• Utilized AI tools including ChatGPT and Claude for communication drafting, operational research, workflow support, and productivity enhancement.
• Contributed to service adoption and long-term client engagement by ensuring consistent communication, operational reliability, and value-focused interactions.

Bachelor of Commerce in Commerce – University of Calcutta (2020-12)