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Prashant GauravPG
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Prashant Gaurav

@prashantgaurav

Customer support supervisor specializing in US/UK escalations, resolving complex issues, and leading high-performing teams.

India
Message

What I'm looking for

I’m looking for a customer support leadership role where I can own escalation handling, coach teams as an SME, and use data-driven problem solving to improve resolution rates and customer experience in a fast-paced environment.

I’ve built my career in US/UK/CA escalations at Amazon Development Center, handling day-to-day phone/chat queries and stopping escalations from continuing through the support chain. I troubleshoot purchase orders, shipments, payments, and delivery, then analyze data to identify root causes and recommend effective solutions.

As a Supervisor and Subject Matter Expert, I collaborate with frontline agents to maintain a consistent, high-quality support standard and achieve a 98% resolution rate. I also support onboarding for 15+ associates, drive performance improvements through leadership and cross-functional coordination, and consistently earn recognition for top monthly outcomes.

Experience

Work history, roles, and key accomplishments

Education

Degrees, certifications, and relevant coursework

University of Delhi logoUD

University of Delhi

Bachelor of Arts, English

2019 - 2022

Bachelor of Arts (English Honours) at the University of Delhi from 2019 to 2022.

Tech stack

Software and tools used professionally

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