Looking for a job

Jayati Ghosh

@jayatighosh

Message

I manage global customer operations and resolve complex e-commerce support issues at Amazon.

India

Message

What I'm looking for

I'm looking to grow in customer operations, customer success, HR, or marketing roles where I can improve customer experiences, collaborate across teams, and apply my MBA learning in stakeholder management and operations.

At Amazon, I manage customer support operations across North American and UK marketplaces through live chat and email ticketing. I resolve complex account, billing, and logistics issues while meeting FCR, CSAT, AHT, and regional SLA expectations.

I'm pursuing an MBA in HR and Marketing and bring systems thinking, stakeholder analysis, and multilingual communication in English, Hindi, and Bengali. I've also supported new-team-member onboarding, collaborated with logistics, payments, and seller support teams, and studied customer journey improvements across e-commerce return processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

Amazon

May 2025 - Present (1 year 4 months)

Executed multi-region customer operations for NA and UK marketplaces, managing live chat and email ticketing workflows while ensuring SLA compliance. Met performance indicators including FCR, CSAT, and AHT, and collaborated with cross-functional teams to resolve complex issues.

Customer Service CRM Live Chat SLA FCR CSAT AHT De escalation

Education

Degrees, certifications, and relevant coursework

Manipal University

Master of Business Administration, Human Resources & Marketing

2026 -

Pursuing an MBA with a focus on HR and Marketing, expected to graduate in 2028.

Kazi Nazrul University

Bachelor of Arts, Political Science

Activities and societies: Active in departmental activities including event coordination and student-faculty liaison roles; participated in structured debates and group discussions.

Graduated with a Bachelor of Arts in Political Science, actively participating in departmental activities and debates.