Open to opportunities

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

Supervisor - US/CA/UK Escalations

Amazon Development Center

Apr 2019 - Apr 2026 (7 years)

Supervised US/UK/CA escalation phone and chat support, resolving an average of 50 daily customer queries with a 98% resolution rate. Served as an SME, improved team ramp-up by 30% by onboarding 15+ associates, and identified process gaps via ticketing to drive cost-saving improvements.

Escalations International Voice Support Chat Support Root Cause Analysis Refund & Delivery Support Customer Complaint Management

Customer Support Executive

Tech Mahindra

Mar 2018 - Feb 2019 (11 months)

Handled customer calls, emails, and chats for e-commerce services, resolving orders, returns, and technical issues while maintaining high satisfaction in a fast-paced environment.

Customer Support E Commerce Customer Service Email Chat Support Ticketing Systems CRM Tools Complaint Management Problem Solving