At Amazon, I handle customer contacts from initial query through resolution and manage supervisor-level escalations. I investigate concession abuse cases by reviewing account history and evidence, then apply Amazon policy to make eligibility decisions.
I also prepare operational reports using Quip and internal reporting tools, monitor performance metrics, and maintain detailed case documentation. I received the Top Performer Award once in 2021 and twice in 2022.
At Capita, I assisted customers with booking amendments and travel-related enquiries across phone and email, while maintaining accurate customer records and meeting SLA requirements.
In earlier customer service roles at Amazon and Customer Care Solutions, I supported customers with delivery enquiries, refunds, account changes, and follow-up calls. I also worked in outbound sales at Tigra Services and as a Retail Assistant at Harts Collectables.
