At Amazon, I facilitated communication and process training for new-hire batches averaging 28 associates, covering customer empathy, active listening, objection handling, and operational readiness.
I achieved a 98% trainee graduation and transition rate into operations. I supported assessment readiness through individualized coaching and structured performance feedback.
I identified learning and performance gaps, reinforced SOP adherence and service-quality expectations, and coordinated with operations stakeholders on production readiness.
As a Customer Service Associate at Amazon, I resolved customer inquiries across support workflows and worked to meet CSAT, AHT, FCR, quality, and SLA expectations. I also flagged recurring customer issues and process exceptions, collaborating with support teams on complex cases.
