At Amazon.in, I managed the Tier-2 Customer Abuse Prevention escalation queue and resolved more than 3,000 complex cases for domestic and international customers. I redesigned the escalation SOP, reducing resolution time from 48 hours to 28 while maintaining 96% personal CSAT.
I also handled 80–100 daily inbound calls across Large Appliances and Prime Accounts, resolving more than 4,000 cases with 95%+ CSAT. Through root cause analysis, I reduced repeat escalations by 18%, and monthly audits and structured agent feedback improved team quality scores by 10%.
I developed more than 10 SOPs and a refresher training curriculum that improved first-contact resolution by 15% in its first quarter. I also designed onboarding programs for 30+ new hires across three departments, reducing ramp-up time by 20%. I hold an MBA in Finance and Marketing from MANIT, NIT Bhopal.
