*Delivered exceptional customer service by promptly addressing inquiries via live chat, achieving high customer satisfaction (CSAT) scores and adhering to rigorous turnaround time (TAT) standards.*Provided precise, comprehensive information and solutions using advanced tools and methods,effectively resolving customer issues and concerns.*Expertly diagnosed and troubleshot complex technical issues, guiding customers through clear, step-by-step resolutions and escalating unresolved matters to the technical team for swift resolution.*Maintained expert-level knowledge of platform features and updates, educating customers onadvanced functionalities and recommending solutions tailored to their specific needs.*Collected and analyzed customer feedback to identify trends and drive improvements,preparing detailed reports on interactions and suggestions for process enhancements.*Documented all customer interactions meticulously in the CRM system, ensuring accurate updates to records and contributing to a comprehensive knowledge base of FAQs and solutions.*Collaborated effectively with sales, technical support, and other departments to ensure a seamless customer experience, sharing valuable insights and feedback to inform cross-departmental strategies.*Pursued continuous professional development through training sessions, workshops, and webinars, staying abreast of the latest product features and best practices.*Consistently met and exceeded performance metrics for chat response times, issue resolution, and customer satisfaction, demonstrating a commitment to excellence and continuous improvement.*Adhered to company policies and service level agreements while participating in special projects and ensuring the highest level of confidentiality for customer information.

*Evaluate content appropriateness compliance for books submitted through Amazon.com's Kindle Direct Publishing.*Effectively prioritize work time to ensure productivity and fulfill team standards for time spent in order toconsistently achieve service levels.*Identify opportunities to eliminate process redundancy.*Leverage technology and innovation to bring continuous improvement to the operationalprocesses.*Works effectively in a cross-functional environment.*Responsible for ensuring program compliance by conducting research to minimize risk to the KindleStore.*Draft SOPs for the team to improve the customer experience and/or internal efficiency.*Assist team with performance improvement efforts.*Identifies gaps in controls and processes and escalates to manager.*Maintain subject matter expertise specific to job functions and general industry awareness.*Communicate effectively with other departments, in and outside of Indie, in researching complaints and acting on behalf of CRM.*Drive root cause analysis of escalations.

*Managing SLA's throughout the day intervals.*AHT- Achieve handles within stipulated time bydriving handle time.*Team Shrinkage- Control unplanned leaves andflexed support function in critical cases.*Forecast vs Handle Calls- Achieve above thecommit levels and maintain delivery factor.*Data mining and publishing.*C Sat- Audit contact details to maintain the qualitystandard.*Trend and client metrics- Prepare Action Plan andachieve COA (Customer Obsession Award).*Analyzing Team performance and team strength.*Maintain a positive respectful, team-first attitudeand lead by example at all times.*Support the delivery of service levels and managethe development of global standards for asuccessful inter-operate process.

*Maintain team with 12 members and achievetarget.*To improve overall process score periodically teamwas shuffled and complete support given to agents.*Compliance tracker will be shared daily at the endof the day to manager.*Team Review and performance data will be sharedto senior managers on weekly basis.*Promoted to SWOT.

*Customer care associate handle inbound contactsand resolve customer queries.*Take ownership level and maintain personalfollowup till issue resolved.*Provide first time resolution and alternate solution tocustomer.*Assist new team members to the process.*Promoted to new pilot process in the samecompany as an Team Leader.