@ehteshamadil
Quality Analyst at IP Res to USI, auditing customer support calls and identifying process gaps.
IndiaAt IP Res to USI, I monitored and evaluated customer support calls against company quality standards. I assessed agent performance and maintained scorecards and audit reports.
I also provided feedback and coaching to help improve call quality and customer satisfaction, and identified process gaps in customer service interactions. At Amazon USI, I handled customer inquiries across calls, emails, and chats, including support for Prime Video and Paramount.
Work history, roles, and key accomplishments
Presto US
Sep 2025 - Feb 2026 (5 months)
Monitored and evaluated customer support calls to ensure compliance with company quality standards. Assessed agent performance and provided constructive feedback to improve call quality and customer satisfaction.
Resolved customer inquiries related to pre- and post-delivery orders, ensuring a smooth customer experience. Provided technical and account assistance for various video streaming services, including Prime Video and Paramount.
Degrees, certifications, and relevant coursework
Bachelor of Commerce (Honours), Commerce
Pursued a Bachelor's degree in Commerce with Honours from the University of Calcutta, completing in 2023.
Standard X and Standard XI, General Education
2018 - 2020
Completed Standard X and Standard XI at LingLiang High School under the ICSE board from 2018 to 2020.
Software and tools used professionally
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