Open to opportunities

Rejeth User

@rejethuser

Message

I resolve complex customer escalations and improve support team performance.

India

Message

What I'm looking for

I'm looking to contribute my escalation handling, SLA management, team coordination, and customer-focused problem-solving skills in a fast-paced, customer-focused organization.

At Sutherland Global Services, I supported Amazon North America customers and sellers, resolving account, billing, product, and service issues across multiple channels. I progressed to handling escalated cases and supervisor-level chats while maintaining SLA, quality, and customer satisfaction standards.

I've also delivered onboarding and process training as an Amazon Virtual Trainer, coached trainees, mentored new associates, and served as a process expert for policy and operational updates. I bring hands-on experience in escalation management, team coordination, KPI monitoring, reporting, documentation, and technical troubleshooting.

Experience

Work history, roles, and key accomplishments

Senior Associate – Amazon CSBA

Sutherland Global Services

Aug 2023 - Apr 2024 (8 months)

Handled escalated customer issues and provided support for complex cases while maintaining SLA, quality, and customer satisfaction standards. Managed supervisor-level chats and supported associates with process and customer-related concerns.

Escalation Management SLA Management Customer Support Team Coordination Performance Management Problem Solving Written Communication Verbal Communication