At Amazon, I handle high-priority merchant, Shipper, Business, and Amazon Pay account discrepancies across North America, the European Union, and the Middle East. I consistently exceeded operational KPIs and audited calls, emails, and chat logs to improve compliance and team performance.
I also supported new-hire onboarding as a Subject Matter Expert, developing training presentations and mentoring batches of new hires.
At Concentrix, I managed customer escalations and worked with cross-functional leadership to mitigate partner churn. I used daily performance data to identify service friction and improve call quality and agent productivity.
At HEAD2HIRE, I secured domestic and international Greenfield accounts, negotiated legal staffing agreements, and coordinated recruitment delivery schedules. Earlier, as a Customer Service Manager at Wipro, I maintained a repeat-complaint rate under 6% through proactive troubleshooting and root-cause analysis.
