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Sana Javed

@sanajaved

Customer Support professional at Amazon who coached 30 associates and helped reduce repeat escalations by 15%.

At Amazon, I supported customers across international technical support, retail services, payments, and risk prevention. I resolved Kindle and Prime Video issues for international customers, handling phone and chat contacts and achieving 88% first-contact resolution.

As a Subject Matter Expert, I trained and coached 30 new associates and audited customer contacts to identify service-quality gaps. My case guidance and coaching helped reduce repeat escalations by 15%, while contact reviews and targeted coaching supported a team quality score of 95%.

Experience

Work history, roles, and key accomplishments

Customer Service Associate

Amazon

Nov 2024 - Jan 2025 (2 months)

Resolved Kindle device and Prime Video issues for international customers, handling 50 contacts per day across phone and chat. Achieved 88% first-contact resolution while meeting handle time and satisfaction targets.

Customer Support Technical Troubleshooting Ticketing Systems Data Security Phone Support Live Chat

Workflow Analyst

Amazon

Oct 2024 - Nov 2024 (1 month)

Completed training in workforce management, capacity planning, shift planning, and performance reporting. Learned to interpret shrinkage, Productive Time to Labor (PTL), and schedule adherence metrics.

Workforce Management Capacity Planning Shift Planning performance reporting Shrinkage Analysis PTL (Put To Light)Schedule Adherence

Subject Matter Expert

Amazon

Sep 2022 - Dec 2023 (1 year 3 months)

Trained and coached 30 new associates on customer-support processes, escalation handling, and independent case resolution. Audited 40 customer contacts per month, identified service-quality gaps, and provided actionable feedback.

Training Coaching Quality Audits Performance Feedback Escalation Handling Process Improvement