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Subject Matter Expert and Interim Resolution Specialist
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Competencies
Handled complex customer inquiries and escalations across multiple industries, ensuring high satisfaction and loyalty.
Streamlined operational workflows and administrative processes to improve turnaround times and efficiency.
Drove client retention and upselling strategies through personalized engagement and data-driven insights.
Utilized Excel, Power BI, and Tableau to develop dashboards, performance tracking, and report summaries.
Proficient in SAP ERP, SAP Ariba, SharePoint, ServiceNow, CRM tools, and internal Amazon systems for operational execution.
Education
Summary
Experienced professional with a proven track record in customer support, operations management, and stakeholder engagement across global logistics and tech companies. Skilled in process optimization, data analysis, and client relationship strategies to enhance operational performance and customer...
Key Achievements
- Managed administration for over 90 delivery partners at Amazon, overseeing onboarding, payments, and exit processes.
- Coordinated workflows for 500+ delivery partners across EMEA, achieving 100% compliance and reducing onboarding TAT by 30%.
- Resolved 95%+ of escalations and discrepancies at Amazon and HCL, maintaining high accuracy and stakeholder trust.
Experience
Subject Matter Expert and Interim Resolution Specialist
Oversaw administration for 90+ delivery partners, managing background checks, onboarding, offboarding, payments, and exit interviews., Prepared brief performance reports and issue-resolution summaries for management, supporting audits and team progression tracking., Managed HR records, ensuring...
SDS VCS Associate- Customer Service and Administrative Operations
Managed administrative coordination for 500+ delivery partners across EMEA, achieving 100% compliance and reducing 30% onboarding TAT., Resolved 95%+ standings accuracy, payment, block scheduling, app, and region investigations within SLA, reducing repeat escalations., Maintained CRM and internal...
Associate- Customer Service and Escalations
Resolved 200+ global procurement escalations, achieving a 98% resolution rate and consistently high client satisfaction, including Google., Acted as a single point of contact between customers, suppliers, and internal teams, preventing service disruption and deployment delays., Streamlined 1,000+...
Marketing Manager- Sales and Account Management
Managed 2,000+ B2C and SME client accounts, delivering a 5% quarterly retention uplift through personalised relationship management., Achieved a 30% increase in repeat business by executing high-volume consultative sales (50-60 contacts) and targeted upselling strategies., Effectively led...
Account Executive- Order Fulfillment
Boosted repeat business by 30% within three months through proactive client outreach (40–50 calls/ day) and tailored upselling strategies., Ensured on-time delivery by streamlining order processing, invoicing, and coordinating internal workflows across sales and logistics teams.
Customer Service Support Advisor- Telecom Billing
Achieved 95% Promoters (NPS) and 98% CSAT by resolving 200+ broadband billing and service issues for UK SMEs, ensuring customer loyalty., Enhanced service continuity and drove revenue growth by educating customers on BTʼs product portfolio and upselling value-added services.