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Sunaina Goswami

@sunainagoswami

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Certified language professional with expertise in seller support and training.

India

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What I'm looking for

I seek a dynamic role that fosters growth, collaboration, and impactful training opportunities.

I am a certified language professional with over 6 years of experience in seller support, specializing in client relations management and business process development. My journey has equipped me with a keen business acumen, allowing me to analyze requirements and design effective learning experiences. I pride myself on my ability to manage customer complaints and provide impactful solutions, ensuring a high level of customer satisfaction.

Currently, I serve as a Seller Support Service Associate at Amazon Development Centre in Hyderabad, where I directly interact with sellers to address inquiries and resolve incidents. My role involves managing service requests, implementing improvements to IT services, and mentoring a team of support agents. Previously, I worked as a German Language Analyst, where I performed linguistic analyses and contributed to the development of training materials, enhancing language accuracy and effectiveness.

Experience

Work history, roles, and key accomplishments

Current

Seller Support Service Associate

Current

Amazon Development Centre

Sep 2018 - Present (6 years 9 months)

Responsible for interacting with sellers, resolving inquiries, and fulfilling service requests. Managed the process of ticket resolution and provided technical support while mentoring a team of support agents to ensure efficient service delivery.

Customer Service Technical Support Team Leadership Incident Management Mentoring Communication Documentation Time Management

German Language Analyst

DBOI Global Services Private Limited

May 2017 - Aug 2018 (1 year 3 months)

Performed linguistic analyses and ensured quality in language projects. Collaborated with project teams to enhance language accuracy and contributed to internal training materials for language quality assurance.

Linguistics Quality Assurance Collaboration Communication Client Management Problem Solving

Senior Practitioner

Concentrix Daksh

Nov 2015 - Nov 2016 (1 year)

Led a team of customer service representatives, focusing on high-quality service and complex query management. Provided mentorship and analyzed processes for improvement, enhancing overall efficiency in customer service.

Customer Service Team Leadership Process Improvement Mentoring Communication Quality Management Efficiency Analysis

Education

Degrees, certifications, and relevant coursework

Chandigarh University

Master of Business Administration, Business Administration

Master of Business Administration with a focus on Operations, equipping students with the skills necessary to manage and optimize business processes effectively.