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Rodger Morais

@rodgermorais

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Customer support and investigations professional at Amazon who resolved complex escalations and addressed root causes.

India

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What I'm looking for

I'm looking for a remote role with a US shift where I can use my customer support and investigations experience. I'm available to join immediately.

At Amazon, I investigated complex customer escalations in Issue Prevention (SWAT), reviewing account activity, order history, and prior contacts to identify root causes. I resolved refund, return, gift card, account access, policy exception, and order dispute cases across phone, chat, and email.

At Amazon’s Heavy Bulky Services and Retail teams, I assisted customers with deliveries, orders, refunds, and returns while meeting customer satisfaction, quality, and productivity goals. Earlier, I coordinated recruitment and HR records at Meiporul Counsulting, and supervised last-mile logistics operations at Boss Management (Mahindra Logistics – Amazon Hub).

Experience

Work history, roles, and key accomplishments

Customer Service Associate – Issue Prevention (SWAT)

Amazon

Jan 2023 - Aug 2023 (7 months)

Investigated complex customer escalations and ownership cases, reviewed account activity and order history to identify root causes, and resolved refund, return, gift card, account access, policy exception, and order dispute cases. Delivered support across phone, chat, and email channels while meeting quality, productivity, and SLA targets.

Investigation Escalation Management Root Cause Analysis Case Management Policy Interpretation Dispute Resolution Returns and Refunds CRM Ticketing Systems SLA Management

Human Resource Executive

Meiporul Counsulting

Jan 2022 - Jul 2022 (6 months)

Coordinated recruitment, including screening and interview scheduling, and assisted with onboarding, employee documentation, and HR records. Managed attendance and leave records while maintaining confidentiality.

Recruitment Interview Scheduling Onboarding HR Records Attendance Management Confidentiality

Customer Service Associate – Heavy Bulky Services & Retail

Amazon

Jan 2022 - May 2022 (4 months)

Assisted customers with deliveries, orders, refunds, returns, and account-related concerns via phone, chat, and email. Resolved delivery discrepancies and order issues while ensuring policy compliance and achieving customer satisfaction, quality, and productivity goals.

Customer Service Order Management Returns and Refunds Policy Compliance Communication Skills CRM

Logistics Supervisor

Boss Management (Mahindra Logistics – Amazon Hub)

Jan 2019 - Sep 2019 (8 months)

Supervised operations involving 5 delivery vehicles and 20 delivery associates, managed dispatch planning, route allocation, and operational issue resolution. Ensured efficient last-mile delivery performance and team coordination.

Logistics Dispatch Planning Route Allocation Team Coordination Last Mile Delivery Operations Management