Sandeep Pandey

I’m a Senior Case Resolution Specialist with 10+ years of experience across customer service, operations, and auditing. I currently work in the DART (Senior Desk) team, where I ensure high standards of service delivery while handling complex escalations end-to-end.

In my role at Amazon, I deliver support through chat, voice, and ticketing channels, consistently meeting or exceeding key performance metrics such as Positive Response Rate, Case Handling Time, and Service Level targets. I also serve as a Subject Matter Expert (SME), helping new team members with process training, tool navigation, and performance monitoring.

Previously at Tata AIG Insurance, I led branch operations, performed regular audits for compliance, and prepared daily operational reporting (MIS) to support coordination and decision-making. I’ve also managed and trained a 20+ associates team, including Quality Auditor responsibilities, coaching, and performance improvement across quality and efficiency metrics.

I’m particularly energized by process optimization and quality auditing that turn customer issues into measurable improvements. I actively leverage AI-driven tools and technologies such as ChatGPT, Microsoft Copilot, and Google Gemini to speed up resolution and strengthen consistency.