Ritu Prajapati

About Ritu Prajapati

As a Sr. SPS Associate | Contact Resolution Specialist at Amazon, I am dedicated to delivering exceptional customer service and resolving complex issues with a strategic, solutions-driven approach. With a strong analytical mindset and a deep understanding of Amazon\'s processes, I excel in identifying problems, providing timely resolutions, and ensuring that customers receive the highest level of support.>>My role involves collaborating with cross-functional teams to optimize processes, address customer concerns, and implement innovative solutions that drive customer satisfaction and operational efficiency. I take pride in my ability to handle escalated issues with professionalism and empathy, while continuously seeking ways to improve customer experiences.Key Strengths:* Expertise in problem-solving and contact resolution* Ability to manage high-volume, time-sensitive customer inquiries* Strong communication skills, both written and verbal* Process improvement and optimization in a fast-paced environment* Collaborative team player with a customer-first mindset>>Driven by a passion for providing top-tier customer service and enhancing operational workflows, I am constantly learning and adapting to Amazon\'s evolving environment to better serve our customers.

Experience

1. Senior Research Analyst

   Amazon

   Mar 2022 — Present · Kolkata, IN

   As a Sr. SPS Associate | Contact Resolution Specialist, I specialize in delivering effective and efficient solutions to customer inquiries and issues. With extensive experience in resolving complex cases, I work to ensure customer satisfaction and maintain high standards of service. I collaborate with cross-functional teams to improve processes, identify trends, and implement strategic solutions that enhance the overall customer experience.>Key Responsibilities:>Manage and resolve escalated customer issues promptly and professionally.>Provide expert support to customers, ensuring clear communication and understanding.>Analyze and resolve complex service and product-related issues through strategic problem-solving.>Identify areas for improvement in processes and propose actionable solutions.>Collaborate with various departments to ensure the seamless flow of information and problem resolution.>Train and mentor junior associates to improve team efficiency and service quality.>Maintain comprehensive documentation of customer interactions and resolutions.Skills:>Strong analytical and problem-solving skills>Expertise in contact resolution and customer service>Proficiency in CRM and other customer support tools>Excellent communication and interpersonal skills>Ability to handle high-pressure situations with professionalism

Education

• THE GRADUATE SCHOOL COLLEGE FOR WOMEN, JAMSHEDPUR

  Bachelor of Commerce - B.Com, Business/Commerce, Honors

  2017 — 2020

• THE GRADUATE SCHOOL COLLEGE FOR WOMEN, JAMSHEDPUR

  Master of Commerce , Human Resource Management