Floyd Dmello
Executive Customer Relations (ECR) Ops Leader - India, Singapore & Australia
- Role
- Executive Customer Relations (Ecr) Ops Leader - India, Singapore & Australia at Amazon
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Floyd Dmello
In my existing role, I manage the Executive Customer Escalations Unit for India, Australia and Singapore (APAC) unit at Amazon Development Center, Hyderabad. Executive Customer Relations (ECR) teams serve as the highest point of escalation for frontline Customer Service in Amazon and provide customer intervention and outreach on behalf of our CEO, SVPs, VPs and other Sr. Stakeholders. The ECR teams also engage with individual customers directly in highly visible and potentially brand impacting situations with its primary aim to win back customer confidence through direct and timely interaction. The ECR teams work backwards to identify and resolve escalation root causes while regularly identifying and surfacing actionable customer anecdotes to business teams. I have 15+ years of experience in the Business Process Services space in captive organizations, I have strong focus on Client Relationship and People Management. I started my career as Customer Service representative with Bharti Cellular Ltd. and then moved onto Ivy Comptech Pvt. Ltd. a Subsidiary of Bwin Party Gaming as a Team Lead. After Ivy I moved to Bank of America Continuum Solutions India Pvt. where I had the opportunity to diversify my learning in various fields of Consumer Banking, Risk Management, Customer Escalations and improvise overall
Experience
Executive Customer Relations (Ecr) Ops Leader - India, Singapore & Australia
Apr 2024 — Present · Hyderabad, IN
Education
Goa University
Bachelor of Commerce (B.Com.), Cost Accounting
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