Applying Technology to Improve ServiceEnhancing Employee SkillsMaintaining Relationships with CustomersBuilding Effective Customer Care Strategies and Policies

* Lead and supervise customer service team of 25–30 associates to ensure exceptional customerexperiences and high levels of customer satisfaction.* Mentor Team leaders, drive results, and conduct team meetings and 1:1s with associates on aregular basis.* Manage team's daily work volumes and transactions accurately, within established deadlines,and in accordance with existing policies and procedures. And ability to identify and implementprocess improvement initiatives.* Monitor team metrics and assist Team Leadership with coaching as necessary to optimize teammetrics and assist Team Leadership and agents with escalated issues as needed.* Support and engagement throughout the team and partnership with peers to build andmaintain business goals.* Understanding of metrics and ability to speak to spikes in volume and other outlier issues,manage team performance actions, and elevate to Operations Manager.* Monitor and analyze customer service metrics, identify trends and areas for improvement, andimplement action plans to enhance team performance.* Carrying out supervisory responsibilities in accordance with Amazon policies and procedures;additional responsibilities include interviewing, training, and motivating employees; planning,assigning, and directing work; rewarding and disciplining employees; and effective conflictresolution.* Coordinate with recruiting team on CS hiring and updates. Participates in cross-functionalprocess improvement initiatives.* Actively participate in and drive continuous improvement culture through Kaizen and Leanprojects. Identifying and eliminating barriers to accuracy, productivity, and quality

* Identifying customer-impacting issues, working out and implementing solutions, and making process improvements to increase customer satisfaction rates. Participates in cross-functional process improvement initiatives.* Exceptional written and verbal English communication abilities, facilitating effectiveinteractions with customers and team members.* Acts as Subject Matter Expert for team. Proven experience in providing process and customerhandling guidance to new hires, ensuring smooth onboarding process.* Track record of successfully managing performance of new hires during partial productionstage, ensuring optimal results. Possess excellent coaching and feedback skills, fosteringcontinuous improvement among team members.* Handled escalated customer issues via Phone, Email or Chat to provide satisfactory resolution as per the policies and retain the customer faith in our organization.

* Provided exceptional customer service by addressing inquiries, resolving issues, and offeringproduct guidance, ensuring positive and seamless shopping experience for Amazon customers.* Demonstrated strong verbal and written communication abilities while interacting withcustomers via phone, chat, and email, effectively conveying information and troubleshootingproblems.* Utilized critical thinking and resourcefulness to analyze customer concerns, identify root causes,and implement practical solutions, resulting in increased customer satisfaction and reducedescalations.* Proficiently navigated Amazon's internal systems and tools to efficiently manage customeraccounts, process orders, initiate refunds, and track shipments, contributing to streamlinedoperations.

* Provided exceptional customer service by addressing inquiries, resolving issues, and offeringproduct guidance, ensuring positive and seamless shopping experience for Amazon customers.* Demonstrated strong verbal and written communication abilities while interacting withcustomers via phone, chat, and email, effectively conveying information and troubleshootingproblems.* Utilized critical thinking and resourcefulness to analyze customer concerns, identify root causes,and implement practical solutions, resulting in increased customer satisfaction and reducedescalations.* Proficiently navigated Amazon's internal systems and tools to efficiently manage customeraccounts, process orders, initiate refunds, and track shipments, contributing to streamlinedoperations.