PARVEZ KHAN
@parvezkhan1
Customer support specialist at Amazon, specializing in cross-cultural resolution, SLA/AHT performance, and high QA/CSAT outcomes.
IndiaWhat I'm looking for
I’m a dedicated and adaptable Customer Support Specialist with 1.5+ years of hands-on Amazon experience across India Retail and Japan Retail processes. I handle high volumes of customer contacts via chat and email, consistently delivering accurate, empathetic, and efficient resolutions while meeting SLA and AHT targets.
At Amazon, I’ve owned end-to-end support for Japan marketplace needs—order management, returns, account issues, and product inquiries—while navigating Japan-specific policies, escalation matrices, and compliance guidelines. I maintain Quality Assurance scores above 90% through SOP adherence and thorough follow-ups, and I contribute to reducing repeat contacts by identifying recurring pain points and flagging process gaps. I also bring strong de-escalation skills from US (NA) Concession Abuse Prevention work, ensuring privacy and policy compliance with zero policy violations.
Experience
Work history, roles, and key accomplishments
Process Associate – Japan Retail
Aug 2025 - May 2026 (9 months)
Handled end-to-end customer support for Amazon Japan’s marketplace, including order management, returns, and account issues. Processed 50–60 customer contacts daily across chat/email, maintained CSAT above benchmark, achieved 90%+ QA through SOP adherence, and helped reduce repeat contacts by 10–15% on key issue categories.
Resolved inbound customer inquiries for US (NA) Concession Abuse Prevention via chat and email, covering orders, returns, refunds, and account management. Maintained high accuracy and first-contact resolution by investigating issues thoroughly, de-escalating difficult cases with empathy, and ensuring zero policy violations while supporting product selection and communication of promotions/policy u
Education
Degrees, certifications, and relevant coursework
Priyadarshini College of Engineering, Nagpur
Bachelor of Engineering, Aeronautical Engineering
Grade: 82%
Completed a B.E. in Aeronautical Engineering, achieving 82%.
Jawahar Navodaya Vidyalaya, Nagpur
Higher Secondary Certificate (HSC) – Class XII, Class XII
Grade: 65%
Completed HSC (Class XII) with a 65% score.
Jawahar Navodaya Vidyalaya, Nagpur
Secondary School Certificate (SSC) – Class X, Class X
Grade: 70.2%
Completed SSC (Class X) with a 70.2% score.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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