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Jennifer Dsouza

@jenniferdsouza

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Digital marketing specialist blending Amazon CX expertise with AI-powered content.

India

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What I'm looking for

I seek a role combining CX and digital marketing where I can use AI-powered content, improve workflows, and drive measurable engagement and retention.

I am a digital marketing specialist with five years of customer experience excellence at Amazon and prior analytical experience in healthcare claims processing.

At Amazon Pune I managed 60–80+ multi-channel customer interactions daily, achieved 95%+ first-contact resolution, and authored internal FAQs and decision trees that reduced repetitive queries by 20%.

I drove improvements as a pilot user of internal software, provided actionable UX feedback, and owned pandemic continuity operations to maintain SLAs while absorbing full queue volume.

I combine data precision, generative-AI content skills, SEO and visual marketing (Canva, Midjourney, WordPress) with proven customer-obsession and measurable results to grow engagement and reduce friction.

Experience

Work history, roles, and key accomplishments

Social media manager

Seize the time homestay

Jun 2024 - Jul 2025 (1 year 1 month)

I was a social media manager and community moderator from a chain of hotels and guesthouse in Manali

Customer Service Representative

Amazon

Aug 2019 - Jun 2024 (4 years 10 months)

Managed 60–80+ multi-channel customer interactions daily, achieving 95%+ first-contact resolution and reducing repeat queries by 20% through FAQ and decision-tree creation.

Customer Support Escalation Management Multichannel Support SLA Management Workflow Optimization

Pre-Authorization Data Analyst

Infinx

Nov 2018 - Apr 2019 (5 months)

Processed pre-authorization data and medical claims with 99%+ accuracy, streamlined documentation handoffs, and flagged discrepancies to reduce denials and rework.

& Compliance Process Improvement