Swati Sharma

Operations and customer support professional with experience at Amazon in high-volume North American operations, escalation management, data validation, process compliance, quality monitoring and secure handling of sensitive information. Experienced in reviewing and validating documentation, coordinating with cross-functional teams, resolving complex cases, and maintaining accuracy and confidentiality. Working knowledge of AML (Anti-Money Laundering), KYC (Know Your Customer), transaction monitoring, customer due diligence (CDD) and compliance concepts, with a strong interest in building a career in banking operations and financial services.

Executive Relations – Level 3 at Amazon (2023-06 – Present)

• Handle high-visibility and complex escalations addressed to senior leadership, ensuring accurate case review, professional communication and timely resolution.
• Collect, validate and process customer information for legal and compliance-related purposes, maintaining accuracy, confidentiality and process adherence.
• Verify police reports directly with law-enforcement agencies, supporting document validation, compliance and secure handling of sensitive information.
• Collaborate with operations, legal, frontline support and leadership teams to investigate issues, identify appropriate resolutions and improve customer outcomes.
• Maintain strong attention to detail while reviewing case information and following established policies and procedures.

Resolution Specialist – Level 3 at Amazon

• Manage and supervise a team of 12 Level-2 employees, providing daily operational guidance, coaching and process support.
• Act as a primary escalation point for complex and high-severity cases, reviewing case details and driving accurate, policy-compliant resolutions.
• Monitor quality standards and process compliance across team members and provide feedback to improve accuracy and operational performance.
• Serve as Departmental Communication Expert (DCE) and lead training sessions covering process knowledge, best practices and problem-solving techniques.
• Support associates with challenging cases, strengthening investigation, documentation and decision-making practices.

Virtual Shipping & Delivery Support Associate – Level 2 at Amazon

• Support customers, delivery drivers, shippers and delivery service partners through phone, chat and email in a high-volume operational environment.
• Resolve customer and partner issues by reviewing account/case information, following defined processes and documenting actions accurately.
• Trained six batches as a Subject Matter Expert (SME), providing coaching and process guidance to new associates.
• Mentor associates on complex cases and promote consistent adherence to operational procedures and quality standards.

Teacher at Iris Floretes (now Picolo) (2021-05 – 2022-01)

• Planned and delivered structured lessons, monitored learner progress and maintained accurate records.
• Developed strong communication, organization and problem-solving skills through day-to-day coordination and individualized support.

Bachelor of Commerce in Commerce – Delhi University (2007 – 2010)