• Efficiently managing international escalation issues that originate with the Amazon Flex Delivery Partner• Successfully addressed complicated driver issues that have been forwarded to the Directors, Senior VPs, and CEO of Amazon• Dealing with legal or public relations difficulties by consulting the appropriate team and resolving the situation discreetly and sensitively• Working together to establish alliances with key stakeholder groups, businesses, and leaders to ensure that systemic issues are addressed and fixed• Took necessary action to develop long-term solutions or escalate to the relevant business owners whenever trends and emergent concerns were identified through driver input• Reviewing and improving procedures to uphold the best possible service level requirements• Providing training and mentoring new hires

• Improve the efficiency of transportation operations by identifying and eliminating the root causes of defects• Carried out ad hoc reporting and analysis as necessary as well as using Excel, Access, SQL and/or other data management systems to retrieve data from various databases• Systematically notified the appropriate owners and teams of issues or discrepancies with the information and data• Apply the resolutions in a timely manner to ensure the delivery.

• Served as a Lead for the customer service Associates• Identified areas where the process is lacking and brought it up with the appropriate teams• Researched the flagged accounts/behaviour and proceeded to report the findings to the Transactions Abuse Investigation POCs• Took over the escalated issues and got in touch with the customer to help defuse the situation and offer the customer a workable solution• Actively identify gaps in the Knowledge Centre and raise necessary tickets to have them updated• Mine the Contacts and provided feedback to the associates.• Conduct team meetings and engage everyone in the fun activities.• Distributed weekly reports to the leadership team on RAP (Repeat Adjusted Positive Responses) & PTL (Productive to Labor) of the associates

• Efficiently used phone, chat, and email to communicate with overseas customers• Offered first-rate customer service as the initial point of contact for customers• Accessed customer accounts using a range of software tools• Shared details about services/products to the customers and also supported them with subscription cancelling task• Delivered all customers with prompt, accurate, and professional customer service• Reported any suspicious activities to the appropriate team• Gathered and examined all pertinent data to assess the authenticity of the complaint & pinpoint potential root causes• Researched and reviewed policies, and communicated effective solutions in a fun and fast-paced environment to the customers in a friendly manner