Headline

Subject Matter Expert (SME)

About

A results-driven professional with 2.5 years of experience in customer service, known for improving efficiency, resolving complex issues, and enhancing customer satisfaction. At Teleperformance, increased First Contact Resolution by 15% and reduced support tickets by 30% through data-driven insights. Successfully handled 95% of escalated cases independently and led training programs for new hires. At Amazon, maintained a 90% first-contact resolution rate for high-priority cases and contributed to team onboarding and mentorship. Passionate about using communication, analytics, and marketing skills to drive engagement and business growth.

Location

Gurugram

Work experience

Customer Service Specialist at TP, May 2025 - Present · 1 yr 1 mo, Gurugram, Haryana, India, Authored and maintained an extensive internal knowledge base, increasing the First Contact Resolution (FCR) rate by 15%. Acted as the final point of escalation, successfully resolving 95%+ of complex technical and service issues without needing management intervention. Resolved complex customer billing discrepancies and achieving a 98% resolution rate. Developed and delivered a comprehensive training program for new hires. Analyzed customer feedback and service metrics to identify trends, developing proactive solutions that reduced support tickets by 30%.

Customer Service Specialist at AMAZON DEVELOPMENT CENTRE, 2023 - 2025 · 2 yrs, Consistently prioritized customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear, concise information. Assisted in training new team members, Sharing best practices and ensuring smooth onboarding. Worked to resolve complex customers issues, while educating customers on problem-solving techniques and platform resources. Managed high-priority customer escalations, successfully resolving 90% of cases on the first contact and mitigating customer dissatisfaction. Acted as the primary point of contact for high-priority escalations, ensuring timely and effective communication with both customers and internal stakeholders.

Education

Master of Business Administration, I. K. Gujral Punjab Technical University

Bachelor of Business Administration, Panjab university