Deepa Kumari
@deepakumari1
Dedicated Customer Service Specialist with 8+ years of experience.
IndiaWhat I'm looking for
I am a dedicated and empathetic Customer Service Specialist with over 8 years of experience in fast-paced environments, including Amazon and Genpact. My expertise lies in conflict resolution, quality assurance, and the effective use of CRM tools. I have a proven track record of managing escalated cases, meeting KPIs, and significantly improving customer satisfaction.
At Amazon, I served as a CS Resolution Specialist, where I resolved escalated customer cases, leading to a 15% increase in satisfaction scores. I also played a crucial role in onboarding and training new hires, beta-testing CRM tools, and conducting quality reviews that boosted First Call Resolution (FCR) by 10%. My experience at Genpact involved handling sensitive patient medical records in a HIPAA-compliant environment, where I achieved a 98% accuracy rate in data verification tasks.
Experience
Work history, roles, and key accomplishments
CS Resolution Specialist
Amazon Development Centre
Apr 2018 - Present (8 years 2 months)
Resolved escalated customer cases, increasing satisfaction scores by 15%. Delivered structured onboarding and training to new hires.
Customer Service Associate
Amazon Development Centre
Apr 2017 - Aug 2017 (4 months)
Managed phone/email queries with a CSAT rating of 4.7/5. Delivered empathetic issue resolution across refunds, orders, and accounts.
Process Associate
Genpact
Jun 2014 - Feb 2017 (2 years 8 months)
Handled sensitive patient medical records in a HIPAA-compliant environment. Ensured timely and accurate release of documentation.
Education
Degrees, certifications, and relevant coursework
Dr. Lankapalli Bullayya College
Bachelor of Business Management, Business Management
Grade: 70.63%
Completed a Bachelor of Business Management at Dr. Lankapalli Bullayya College. Achieved a grade of 70.63%.
Kendriya Vidyalaya No. 1
Senior Secondary, General Studies
Grade: 63%
Completed Senior Secondary education at Kendriya Vidyalaya No. 1. Achieved a grade of 63%.
Kendriya Vidyalaya No. 2
Secondary, General Studies
Grade: 60.02%
Completed Secondary education at Kendriya Vidyalaya No. 2. Achieved a grade of 60.02%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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