• Worked as a Customer service associate in both the Indian as well as North American marketplaces, following Amazon's guiding principles of giving the utmost help and support to the customers.• Took charge of over 50,000 customer queries via phone and achieved a 95% positive resolution rate.• Exemplified dedication to driving customer satisfaction with Customer experience scores consistently above 99% throughout the tenure. • Illustrated impeccable performance in metrics such as Accuracy and efficiency, with average scores meeting the highest standards of the top 5 percentile associates across the network.• Managed 5+ departments involving Amazon Pay, Amazon Fresh, Amazon Business, Amazon Generalist team, etc. Spearheaded prominent deliverables including end-to-end customer KYC onboarding, product engineering, guiding wholesale merchants with bulk ordering and billing, and partnering with Fresh stores to enable absolute customer resolution.• Teamed up and worked closely with engagement committees to organize team-building activities. • Led the department of 24 teams in managing events to reduce associates' stress while working from home during COVID-19.• Was accountable for publishing daily performance reports and guiding associates in achieving high levels of customer satisfaction, also contributed to editing and publishing over 30 knowledge base documents to further improve accuracy in resolutions.