Amazon Development Centre:Roles and Responsibilities:Resolving customers query regarding eBook publishing and formatting.Floor Support for new joiners in the team.Handling high risk customer escalations. HighlightsStarted handling escalation contacts within few months in joining the process.With limited training started handling queries and learned the process on job.Received highest number of positive response ratio from customers and received… Show more Amazon Development Centre:Roles and Responsibilities:Resolving customers query regarding eBook publishing and formatting.Floor Support for new joiners in the team.Handling high risk customer escalations. HighlightsStarted handling escalation contacts within few months in joining the process.With limited training started handling queries and learned the process on job.Received highest number of positive response ratio from customers and received appreciation emails from them.Received least negative feedback from customers and consistent appreciation form my manager.Provided valuable feedback in improvising the tools and simplify certain processes.Received awards for quality and continuous improvisation in process.HCL BSERV:Roles and Responsibilities:I am one of the few associates who know the end to end work flow in my process.Due to my effective and quality work, I was given the responsibility to handle customer complaints and to provide solution to the customer.I give feedback to my team to improvise the quality standards and to reduce customer complaints.I take care of the training part in my team. Highlights: I was in the pilot batch for my process and we transitioned this process from UK. I was rated to be the best during my training and also during my appraisals. I gave valuable feedbacks to reduce the complexity of the process by applying Lean concepts. My work was well appreciated by clients and I was rewarded for resolving customer complaints and for enhancing customer satisfaction.I have reduced the External error percentage which was not achieved by the clients for the past 9 years.I was awarded for my effective contribution to my team and for being a good team player.I was selected to attend WAMI training by the compliance which is based on SAP which will be implemented across all the LOB’s very soon. Show less