| Candidate Information | | Title | Customer Service Microsoft Office | | Target Location | US-TX-McKinney |
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Click here or scroll down to respond to this candidateHighlightsObtained Masters Degree in computer applicationFlexible and Love to work in fast pace environment.Skilled with Microsoft Office SuiteUnderstanding of SQL QueriesAdaptive to a new and changing environmentStrong written and verbal communication skillsTeam worker16 years of experience with customer service (Phone, Chat, E-mail)Able to type 60 wpmFamiliar with windows XP, Microsoft Outlook, I.E, Mac, Desktop computerMonitoring trouble ticketsMember of safety committee at DFW8Experience with OSHA regulations specifically 29 CFR 1910EDUCATION1997 Master of Computer Application Osmania University, INDIA1993 Bachelor of Science Osmania University, INDIAWORK EXPERIENCESMay 2017 Till Date Quarter back, DFW6 Identify and resolve an average of 100+ issues daily related to system defects Provide operational consulting to optimize Pick, Stow, ICQA via Chat, Email Research system errors to root cause and find permanent resolutions (either by dropping trouble ticket for AR teams or getting help from other teams in building) Reporting Safety issues and educate associate how to perform work in safe amazon way. Reporting damage items / liquids following OSHA way.Nov 2015 May 2017 Robotics Flow Lead, DFW6 ARCTic (Amazon Robotics Central Team in action) Provide operational oversight to 4 Fulfillment Centers with daily throughput up to 1 million units Identify and resolve an average of 40 issues daily related to system defects Provide operational consulting to Amazon Robotics fulfillment centers to optimize pick performance via Chat, Email Research system errors to root cause and find permanent resolutionsMarch 2014 Nov 2015 Ambassador, DFW8. Supported and worked in different departments as ICQA, inbound Shipping, inbound Stow, problem Solve. Member of associate safety committee, and regularly training/coaching associatesHow to perform work in safe amazon way. Discarding damage items / liquidsFollowing OSHA way. Communicated with UPS world ship to setup the computer to process packages. Assisted with leading meetings in lex1, and trained associates in safety, scanning, problem solving, stowing, faces, water spider, creating pallet locations. Provided and kept track of associates with tracking of attendance, and labor tracking and report to management team via Email, Chat. Helped associates with problem solving to improve work quality. Performed error tracking at DFW8 with audit error reporting. Created a daily work report in the form of word and excel document reporting toOperational managers and area managers. This enabled them to keep up to date with the daily activity reports and speed up the work flow. Assisted agents with keeping the work area clean and organized in 5S location. Identified and addressed safety hazards within the work area couple of times, making safety as first criteria for workers. Problem solver lead and assigning work to associates. And keeping track of reports and reporting to managers and operational managers. Processing UPS World ship for mistender packages. Scanned packages and achieve 1600 club. Member of safety committee.Oct 2013 March 2014 problem solver (DFW6). Fixing problems when associates makes errors, while receiving overages or wrong to pallets. Interacting with managers ICQA and inbound to report issues and to ISS managers as well via Email, Chat. Helped associates with problem solving to improve work quality. Performed error tracking in audit error reporting. Created a daily work report for area managers. This enabled them to keep up to date with the daily activity reports and speed up the work flow. Assisted agents with keeping the work area clean and organized in 5S location.Nov 2012 Aug 2013 Problem solver, LEX1 ICQA. Quality of Bins and report to Lost or stolen department. Worked in inbound stow and assisted associates with replenishment, picking orders, assigning work to associates.Nov 2010 Nov 2012 Senior Advisor, Xerox Worked as senior advisor for Apple Took incoming or escalated calls from tier1 advisors or follow up with customers Troubleshoot problems and provide solutions for iPhone, iPad and iPod Used remote tools to help the angry customers who are not familiar with computers to fix devices and iTunes Very much dealing with empathy and sympathy and at the same time providing prompt resolution to customers inquiries and problems and capturing and entering data clearly and accurately for follow up with customers. Always got at least 96% positive surveys from customers.Nov 2006 - Nov 2010 Customer care Representative- ACS Worked as a customer care representative for Nextel, Sprint, Boost for incoming calls, Assisted boost/Nextel/Sprint customers with their phone service, billing issues, identifying their needs and providing prompt resolution. As most of the customers were always angry and had always kept stats above average. Document the data for future reference. Had the opportunity to work with many supervisors and learn firsthand about management. And receive positive feedback from customers.2005 2005 ACS Customer care Representative During tenure achieved Employee of the month in July 2005. Always kept good Stats and positive feedback from customers.2002 2004 Coordinator, CinRam, Canada Work orders for packaging Replenishment Trained people how to use AS400 program on completing tasks such as returns, picking, DTR orders, shelving products2001 2002 Customer Support Engineer Can-Pak Services, Toronto. Considerable end-user interface by phone and/or in-person. Assembling of Computers Hardware & Software Troubleshooting Installation of Software Peer to peer Networking Internet sharing, thru router. Provides end-user technical support including, but not limited to, configuring hardware, performing hardware/software installations, troubleshooting and correcting H/W and S/W problems, and resolving day-to-day system problems for client/customer Works on fairly complex assignments Performs a full range of technical support activities. Performs as a member of quick-response user-support team and generally works under deadlines, operating independently to resolve problems of end users1999 2001 Consultant International Crops Research Institute for the Semi- Arid Tropics, India (ICRISAT) Installed new 120 Dell PCs Setup Internet proxy and mail serving with dial-up Setup file and printer sharing using windows 9x, NT Maintenance of the existing 500 computer network Identified / resolved issues with Microsoft Outlook and Microsoft exchange server Trouble shooting of HP Laser printers Trouble shooting of Dot matrix printers and Inkjet printers.1996 2000 Customer Support Engineer Disktech Services, India. Assembled IBM Pc clones, Hardware and Software troubleshooting PC repair and upgrade, Customer Service and Sales |
