Shivam Sahani

About Shivam Sahani

As an SDS EXR Specialist at Amazon with over seven years of experience, I focus on customer success and team management. My role involves resolving complex customer issues escalated to senior leadership, ensuring up-to-date process documentation, and maintaining effective communication with diverse stakeholders. By analyzing root causes and collaborating with business teams, I help address systemic challenges and enhance customer experiences. I am committed to driving customer satisfaction and operational efficiency through process improvement initiatives and by supporting leadership in resolving intricate challenges within Amazon’s Customer Service Network.

Experience

1. Sds Exr Specialist

   Amazon

   Jul 2022 — Present · Pune, IN

   Resolve complex customer issues that have been escalated to the Amazon CEO, Senior VPs, or Directors.• Creating and documenting new processes, and ensuring team references are up-to-date.• Effectively communicate with both internal and external customers by adjusting your communication style to your audience.• Dive deep into and analyze the root cause of customer pain points and partner with business teams for mutually beneficial resolutions that will impact the broader customer base.• Support leadership within the CS Network by helping to resolve complex customer issues and escalating systemic problems.• Research, participate and in some instances lead process improvement initiatives to enhance the customer experience.• As a role model employee, handle public relation or legal issues by seeking guidance from the respective team and handling the matter with discretion and confidentiality.

Education

• Savitribai Phule Pune University

  Bachelor of Science - BS, Computer Science