Sonali Nayak

I’m a Customer Resolution Specialist (L2) with 3+ years of experience in customer service, business operations, and escalation management at Amazon. I progress across multiple operational functions, focusing on timely, effective resolution for complex, high-impact business customer issues.

At Amazon, I manage end-to-end escalations for Amazon Business customers, including invoice management, tax verification, and account-related processes while maintaining accuracy and compliance. I guide frontline agents on challenging cases, collaborate with cross-functional teams to clear long-pending issues, and use root cause analysis to drive process improvements that enhance operational efficiency and customer experience.

Beyond operations, I bring hands-on experience as a Digital Marketing Intern, supporting campaign performance monitoring and basic data analysis for trend identification. I’m currently pursuing US CPA, and I enjoy turning structured analysis—whether for reporting, financial modeling studies, or customer issue data—into practical outcomes that customers and teams can rely on.