Open to opportunities

Barsha Chanda

@barshachanda

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Customer Success Specialist with expertise in high-pressure customer service.

India

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What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for growth in customer success management.

I am a Customer Success Specialist with over 2 years of experience at Amazon, where I have honed my skills in high-pressure customer service and abuse prevention. My role as a CAP Associate has allowed me to resolve 150-200 abuse-related cases daily, achieving a compliance accuracy of 95%. I pride myself on maintaining top-tier quality assurance scores and internal customer satisfaction ratings, demonstrating my commitment to excellence in customer support.

Throughout my career, I have collaborated effectively with cross-functional teams to analyze ticket data and reduce misuse patterns. My empathetic communication style and solutions-first mindset have enabled me to handle escalations and complex issues across multiple channels, ensuring a customer-centric approach in every interaction. I am fluent in English, Hindi, and Bengali, which allows me to connect with a diverse customer base.

Experience

Work history, roles, and key accomplishments

Current

CAP Associate

Current

Amazon

Apr 2024 - Present (1 year 2 months)

Resolved 150-200 abuse-related cases daily with 95% compliance accuracy, maintaining top-tier QA scores and customer satisfaction. Collaborated with CAP and tech teams to reduce misuse patterns through ticket analysis, consistently achieving performance targets.

Fraud Detection & Concession Management Quality Assurance Customer Relationship Management Salesforce Internal Amazon CRM Tools

Virtual Customer Support

Amazon

Jul 2022 - Mar 2024 (1 year 8 months)

Delivered end-to-end support across chat, email, and phone for high-volume customer accounts, resolving escalated queries and processing refunds/replacements. Improved CSAT scores and maintained professionalism during abusive interactions, consistently achieving performance during peak periods.

Customer Retention Customer Relationship Management Salesforce Internal Amazon CRM Tools

Education

Degrees, certifications, and relevant coursework

NIEM The Institute of Event Management

Post graduation diploma, Event Management

Specialized in planning, coordination, and execution of corporate and promotional events. Gained hands-on training in logistics, client handling, budgeting, and vendor management.