Deepa KumariDK
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Deepa Kumari

@deepakumari1

Dedicated Customer Service Specialist with 8+ years of experience.

India
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What I'm looking for

I am looking for a dynamic, customer-focused organization where I can leverage my communication and leadership strengths.

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

AC

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.

Education

Degrees, certifications, and relevant coursework

DC

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%.

K1

Kendriya Vidyalaya No. 1

Senior Secondary, General Studies

Grade: 63%

Completed Senior Secondary education at Kendriya Vidyalaya No. 1. Achieved a grade of 63%.

K2

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

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Deepa Kumari - CS Resolution Specialist - Amazon Development Centre | Himalayas