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Devang User

@devanguser1

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Customer Service Associate L2 at Amazon who handled order and delivery exceptions from receipt through resolution.

India

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At Amazon, I handled assigned order and delivery exceptions from order receipt through identification, escalation, and resolution across voice, live chat, and non-voice channels.

I coordinated with carrier and logistics partners and internal operations teams to address delivery issues, including failed deliveries, GPS discrepancies, and package handoff problems.

At IEnergizer, I resolved customer refund, payment, delivery, and promotional queries, and maintained Excel-based case records for reporting and pattern analysis.

At LifestyleInternationalPvt.Ltd., I delivered face-to-face retail customer service and contributed to a 30% overall profit increase by exceeding monthly service targets.

Experience

Work history, roles, and key accomplishments

Customer Service Associate L2

Amazon

Sep 2025 - Apr 2026 (7 months)

Owned end-to-end order and delivery exception handling across voice, chat, and non-voice channels, coordinating with carriers and internal teams to resolve issues within SLA. Processed high-volume order transactions and maintained detailed case trackers to support process improvement.

Purchase Order Lifecycle Management Order Entry Exception Management Escalation Management SLA Compliance Voice support Live Chat Non Voice Support Cross functional Coordination Case Management Reporting Data Accuracy Quality Checks Microsoft Office Excel

Business Process Analyst

IEnergizer

Nov 2024 - Feb 2025 (3 months)

Resolved customer refund, payment, delivery, and promotional queries across voice and live chat channels as a certified analyst. Maintained structured Excel-based case records and achieved strong quality and consistency scores.

Voice support Live Chat SLA Compliance Excel Case Management Reporting Quality Assurance Process Adherence

Customer Service Representative

Lifestyle International Pvt. Ltd.

Oct 2023 - Oct 2024 (1 year)

Delivered face-to-face customer service on the retail floor, resolving queries through direct interaction and maintaining detailed records. Contributed to a 30% overall profit increase by exceeding monthly service targets.

Customer Service Retail Communication Skills Record keeping Teamwork