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Customer Service Associate – Data & Business Insights
Amazon
11-2020 - Present
Enhanced customer experience by building automated performance dashboards in Excel and Google Sheets, improving SLA adherence and resolution efficiency by 22%. Leveraged Power BI, Pandas, and NumPy to analyze customer feedback trends, leading to an 18% reduction in repeat complaints through data-driven process enhancements. Developed interactive training modules and VBA-powered process tools to standardize workflows, cutting onboarding time for new associates by 30%. Created real-time BI trackers in Google Sheets using Power Query and Data Validation, increasing visibility into agent KPIs and boosting productivity by 15%. Collaborated with finance teams to automate financial reconciliation and variance analysis using Excel Power Pivot and Macros, reducing reporting discrepancies by 25%. Promoted to Subject Matter Expert (SME) for leading data-backed process improvements and mentoring 12 associates in workflow automation and performance analytics.
Education
MBA in Data Analytics
2024 - 2026 · India
Bachelor of Arts in Journalism and Mass Communication
2020 - 2023 · India
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Skills (15)
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