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VANSHIKA's Resume

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Devanshu kumar
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64 views1 page

VANSHIKA's Resume

Uploaded by

Devanshu kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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VANSHIKA KUMARI

Experienced Graduate
Highly organized and detail-oriented professional having 2+ years of experience, with a drive to exceed expectations. Ability to analyse data, develop
strategies, and provide solutions to complex problems. Seeking to leverage skills and knowledge to contribute to team's success.

[email protected] 8971565840 BENGALURU, INDIA linkedin.com/in/vanshikakumari9

EDUCATION SKILLS
BACHELOR OF COMMERCE Customer Service Associate Resolution Specialist
ACHRAYA INSTITUTES OF GRADUATE STUDIES
07/2018 - 09/2021, Bengaluru
Conflict resolution Critical thinking Decision-making

Problem-solving Chargeback Negotiation


SENIOR SECONDARY
VALLEY VIEW SCHOOL Resourcefulness Empathy Product knowledge
04/2016 - 03/2018, Jamshedpur, Jharkhand
Organizational skills Refund Processing
SECONDARY SCHOOL Complaince Escalation Persuasion
VALLEY VIEW SCHOOL
04/2013 - 03/2015, Jamshedpur, Jharkhand Customer Relationship Management Adaptability

Escalation MS excel

WORK EXPERIENCE
Resolution Specialist
AMAZON
PERSONAL PROJECTS
11/2022 - Present, Bengaluru EFFECT OF COVID-19 ON THE BANKING SECTOR
Achievements/Tasks (03/2021 - 04/2021)
Investigate and resolve customer complaints and inquiries in a To assess the effect of Covid-19 pandemic and widespread on Banking
sectors.
timely and efficient manner, ensuring a high level of customer
To identify the extent to which banks revenue was affected by Covid-19.
satisfaction by helping the level 2 associates.
To investigate if Covid-19 affected banking operations.
Utilize analytical skills to identify patterns and trends in customer
issues, providing insights for process improvement. AWARENESS OF E-BANKING SERVICES (10/2020 - 11/2022)
Collaborate with cross-functional teams, including logistics, To identify the awareness of E-Banking services
technical support, and product teams, to address complex To know the perception towards E-Banking services.
customer problems. To understand various problems faced by consumers while using E-Banking
services.
Maintain a deep understanding of Amazon's products, services, and To obtain suggestions for the improvement of E-Banking services
policies to provide accurate information to customers.
Document and update customer interactions, ensuring thorough
and accurate records for future reference.
Proactively identify opportunities for process improvement and
CORE QUALIFICATIONS
contribute to the development of new tools and resources to Customer Account Management
enhance the resolution process.
Adapted quickly to changing priorities while maintaining high levels Complaint Resolution
of quality assurance throughout the entire process.
Chargeback and Refund
Implemented best practices regarding conflict resolution
techniques when dealing with difficult customers.

Customer Service Associate ACHIEVEMENTS


AMAZON Promoted to Resolution Specialist (11/2022 - Present)
10/2021 - 10/2022, Bengaluru worked 13 months as Customer Support Associate then got promoted to
Achievements/Tasks Resolution Specialist on the basis of my Hygiene Metrics and performance and
Also worked as mentor/SME for new hires.
Provide prompt and courteous assistance to customers through
various communication channels, including phone, email, and chat.
Effectively address customer inquiries, resolve issues, and escalate
complex problems to the appropriate teams for swift resolution. LANGUAGES
Meet and exceed performance metrics, including first-call ENGLISH HINDI
resolution rates and customer satisfaction scores. Full Professional Proficiency Full Professional Proficiency
Utilize knowledge of Amazon's products, services, and policies to
provide accurate and helpful information to customers.
Collaborate with cross-functional teams to ensure seamless
communication and resolution of customer issues. INTERESTS
Described and explained merchandise and operation of
MOVIES CRICKET TRAVELLING
merchandise to customers.
Researched information related to orders, returns, warranties,
repairs., ensuring accuracy at all times.

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