Sapam Dayananda
@sapamdayananda
I resolve complex customer and seller issues while improving SLA performance, CSAT, and support workflows.
IndiaWhat I'm looking for
At Amazon Development Centre, I supported US and UK customer and seller accounts, resolving 40–60+ complex tickets daily across email, chat, and messaging while maintaining strict SLA compliance. I de-escalated chargebacks, returns, claims, and service grievances, helping turn difficult interactions into long-term customer trust.
I've increased CSAT by 15%, earned Top Performer recognition for three consecutive years, and maintained 100% accuracy in fee verification, refunds, and disbursement reconciliation. I also use Advanced Excel, ChatGPT, and Claude to improve support workflows, including response templates that reduced ticket response time by 30%.
Experience
Work history, roles, and key accomplishments
Sr. Customer & Selling Partner Support Associate
Sep 2018 - Oct 2024 (6 years 1 month)
Handled high-volume multi-channel support for US and UK markets, resolving 40-60+ complex tickets daily while maintaining SLA compliance. De-escalated customer grievances and boosted CSAT by 15%, earning Top Performer Award for 3 consecutive years.
Education
Degrees, certifications, and relevant coursework
Lovely Professional University
Master of Computer Applications, Computer Applications
2015 - 2017
Grade: 7.17/10
Pursued a Master of Computer Applications degree, achieving a CGPA of 7.17/10.
NIELIT, Imphal (Manipur University)
Bachelor of Computer Applications, Computer Applications
2012 - 2015
Completed a Bachelor of Computer Applications degree.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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