Gayathri Kannan

About Gayathri Kannan

I am a lead resolution specialist at Amazon, where I have been working for over three years. I manage escalation contacts from frontline associates, resolve customer complaints, and ensure timely response to incoming calls.As a resolution expert, I also mentor associates with quality and coaching, conduct quality assurance monitoring, and operate as a subject matter expert and point of escalation for issue resolution. I have demonstrated the ability to interact with customers from diverse cultures and backgrounds, and to create high-quality professional relationships with customers and internal stakeholders. I have developed excellent skills in Client presentation, Microsoft PowerPoint. I am motivated by the challenge of delivering exceptional customer service and improving the customer experience.

Experience

1. Lead - Resolution Specialist

   Amazon

   Dec 2022 — Present · Chennai, IN

   Managing escalation contacts from frontline associates.Keeping records of customer transactions or interactions, recording details of inquiries, complaints or comments as well as actions taken.Checking to ensure that appropriate changes were made to resolve customer problems.Refer unresolved customer grievances to designated departments for further investigation.Resolving customer service complaints by performing activities such as exchanging merchandise, refunding money or adjusting bills.Mentoring associates with quality and coaching when necessary.

Education

• Sri Eshwar College of Engineering

  Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering