Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
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Keerthi

Mangere,AUK

Summary

Dynamic and results-driven professional with extensive experience at Amazon, excelling in customer relationship management. Proven track record in delivering high-quality customer satisfaction. Skilled in root cause analysis and documentation, consistently achieving high-quality support and exceeding key performance indicators.

Overview

9
9
years of professional experience

Work History

Sr Seller Support Analyst

Amazon
, India
07.2022 - 01.2025
  • Handled calls, emails, and chats for North American sellers.
  • Resolved customer complaints by researching issues and providing appropriate solutions promptly.
  • Maintained detailed records of customer interactions for future reference.
  • Conducted daily audits of seller accounts to ensure compliance with company policies.
  • Provided guidance on best practices for optimizing seller listings.
  • Monitored seller performance metrics, including customer service ratings, and response times.
  • Exceeded expectations on key metrics such as Customer Satisfaction, ensuring timely follow-up on open tickets and escalated tickets.
  • Coordinated with departments to ensure the correct handling of seller requests and disputes.
  • Developed training materials for new employees on seller support protocols.

Level 1 Helpdesk Agent

Unisys
, India
01.2019 - 05.2022
  • Delivered level 1 technical support to IT users through phone and email channels for U.S.-based customers.
  • Handled incoming incidents promptly, diagnosing and resolving various technical issues.
  • Ensured thorough ownership of calls until complete resolution was achieved.
  • Escalated unresolved issues to senior management when appropriate.
  • Maintained accurate records of all interactions.
  • Regularly updated knowledge base, contributing to reduced average handling time for the team.
  • Developed a documentation tool that standardized responses for Level 1 associates, minimizing errors.
  • Handled non-voice responsibilities (web tickets, emails), along with voice-based activities, ensuring a reduction of an additional FTE intervention.
  • Ensuring new team members are brought up the learning curve in the minimum time by mentoring them and providing timely feedback.

Customer Service Representative

Genpact
, India
05.2016 - 11.2018
  • Resolved 50+ customer inquiries on a daily basis through phone and email mediums.
  • Delivered high-quality support to customers by answering product questions in a timely manner.
  • Consistently met monthly KPIs, including average handle time by effectively implementing feedback provided.
  • Ensured that quality metrics are met with an accuracy of 98% on critical errors.
  • Handled escalated customer issues, and coordinated with internal teams to provide timely resolutions.
  • Maintained detailed logs of interactions and solutions.

Education

Bachelor of Science - Computer Science

Osmania University
India

Skills

  • Excellent contact-handling skills
  • Expert in handling difficult customers
  • Customer relationship management
  • Root cause analysis
  • Conflict resolution
  • Excellent documentation skills

Accomplishments

  • Received more than 60 customer compliments over the phone and email
  • I received a bronze award, a big thank you, and a thank-you award
  • Accolades for creating a documentation tool
  • Appreciation for lean projects, value stream mapping for AHT reduction
  • Received a Bronze award for presenting 'Missed Resolution Analysis,' leading to resolved rate improvement for the team

Languages

English
First Language

References

References available upon request.

Timeline

Sr Seller Support Analyst

Amazon
07.2022 - 01.2025

Level 1 Helpdesk Agent

Unisys
01.2019 - 05.2022

Customer Service Representative

Genpact
05.2016 - 11.2018

Bachelor of Science - Computer Science

Osmania University

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Keerthi