Amazon, Remote - Virtual Customer Associate

July 2022 - October 2022

• Effectively communicated with customers, persuaded customers toward appropriate solutions by listening to concerns, and providing clear explanations of Amazon’s products, services, and policies.
• Demonstrated strong interpersonal skills by de-escalating challenging situations, and turning negative experiences into positive outcomes through patience and diplomacy.
• Successfully managed customer expectations, delivering prompt and accurate responses to ensure high Customer Satisfaction (CSAT) and First Contact Resolution (FCR).
• Awarded Best Performer for consistently meeting all key metrics and delivering exceptional results.

Amazon, Bengaluru - Transaction Risk Investigator

August 2023 - Present

• Investigated and analyzed high-risk transactions to identify fraudulent activities, ensuring the protection of  company assets and worked on infringement cases, leveraging basic knowledge of trademarks, copyright, and intellectual property (IP) rights to ensure compliance and resolve disputes effectively..
• Consistently met performance metrics, while maintaining 100% quality in decision-making and case resolution and received multiple appreciations for exceptional performance.
• Due to my strong performance, consistent metrics, and support towards colleagues, I was entrusted with the responsibility of training and mentoring new investigators.
• Appointed as a Trainer for new hires—created and delivered comprehensive training programs.
• Mentored trainees and new team members, contributed to team building, conducted regular performance evaluations, and adapted to Amazon’s fast-paced environment.