Katha Maitra

About Katha Maitra

Hi there! Thanks for visiting my profile – feel free to connect! Let me introduce myself first, then you can go ahead!As a proficient Quality Associate at Amazon, I am entrusted with the meticulous task of managing the onboarding and offboarding processes for delivery agents, ensuring unwavering adherence to company policies and standards. With an extensive background in performing minor audits, I rigorously assess agent performance, identifying and rectifying deviations from established protocols. My responsibilities extend to conducting thorough background verifications tailored to the company\'s requirements, guaranteeing the recruitment of only the most qualified and trustworthy individuals.In addition to my operational expertise, I possess a strong proficiency in content writing, adept at crafting articulate, compelling narratives that adhere to precise standards of clarity and professionalism. Coupled with my experience in customer service, I am skilled at navigating complex customer interactions, employing problem-solving techniques to resolve challenges efficiently and empathetically.With a focus on operational excellence and a deep commitment to process optimization, I continuously seek opportunities to streamline workflows and enhance overall productivity, all while upholding the core values of Amazon\'s customer-centric ethos.The core skills that i have gathered from my current job role are as follows:• Audit & Compliance Monitoring• Onboarding/Offboarding Management• Background Verification • Process Optimization• Content Creation & Communication• Customer Service Excellence: • Cross-functional Collaboration• Attention to Detail & Analytical Skills• Confidentiality & Integritynow let\'s deep drive on my academic backgroundI have a strong academic background in Psychology, where I gained a deep understanding of human behavior, cognition, and emotional processes. This knowledge has been invaluable in my work in Human Resources, particularly in areas like recruitment, employee development, and conflict resolution. My study of psychology has equipped me with the tools to assess and understand individual motivations, enhance team dynamics, and foster a positive work culture, all of which are crucial in optimizing organizational performance and employee well-being.I think that\'s it from my end, Hope to hear from you as well! Thank You!

Experience

1. Coe Specialist Ii

   Uber

   Feb 2026 — Present · Hyderabad, IN

   Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network2. Provide thorough, detailed customer support using various support platforms, including email, chat, and phone3. Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber’s community support more effective and efficient4. Build strong relationships and work in partnership with internal stakeholders, including program, content, and technology teams5. Make recommendations for new or improved content, both customer-facing (e.g, saved replies) and internal support-facing (e.g, the KB)6. File bug reports for issues that need engineering fixesSave at-risk customer relationships by providing the highest level of customer service7. Reroute inappropriately escalated customer support issues to appropriate teams and provide feedback on how the issue should have been resolved at first touch

Education

• University of Calcutta

  Bachelor of Science, PSYCHOLOGY

• University of Calcutta

  Bachelor's degree, Psychology , Psychology and Human r Resource Management