At FULL CREATIVE PVT LTD, I supported customers using the Setmore application through calls, chat, and email. I helped them with product features, settings, scheduling, payments, subscriptions, and integrations.
I investigated customer-reported issues by reproducing bugs and documenting expected and actual behavior in Jira. I worked with Engineering, Backend, and Product teams to investigate complex issues and validate fixes.
I maintained 95%+ CSAT and a 90%+ first-contact resolution rate, with an average first response time under 1.5 minutes. I also identified and reported 10–15 customer-impacting bugs per week.
At AMAZON DEVELOPMENT CENTER, I supported North American transportation operations by investigating delivery issues and coordinating with internal teams. I monitored recurring issues and followed up on cases and escalations through resolution.
