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Dhwaj Yadav

Enthusiastic Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring customer service associates with talent for interacting with staff at all levels of organization and public.

Key Skills

Ability to multitask
Accurate data entry
Atention to detail
Microsoft Office Suite
Conflict resolution proficiency
Complaint handling and issue resolution
Data mining and Report building

Professional Experience

Mar 2018
Present
Customer Service Associate
Amazon Development Centre India Private Limited Noida, IN
  • Handling Heavy Bulky & Services, Retail as well as Digital processes of Amazon such as Kindle, Amazon video and Rented Purchases.
  • Resolving customer issues over emails and chats for North America and Canada Customers.
  • Working with delivery partners (carriers) and product manufacturers from time to time to maintain customer trust in cases of delivery and warranty issues.
  • Handling other OU's like India and UK in peak times and helping them in making critical decisions regarding customer satisfaction.
Jun 2016
Mar 2018
Temporary Trainer / CSA
Concentrix Daksh Services India Private Limited Gurgaon, IN
  • Managed various new hire batches, including rostering, training and ensuring compliance with policies and procedures.
  • Adept at keeping records and tracking each trainee's progress in the batch.
  • Provided Resolutions to the team members on handling Complex customer issues. 
  • Accurately respond to inbound emails using designated script, comprehension skills and extensive product knowledge to solve customer queries. 
Jul 2013
Jun 2016
Owner
P2P TECHZONE Meerut, IN
Computer Maintenance & Repair Service Firm
  • Troubleshooting hardware & networking issues for clientele according to their specified needs.
  • Operating System and Software Installation.
  • Worked on Annual Maintenance Contracts for several local business firms. 
  •  Built custom personal computers as per client requirements (Gaming, Website Developing, Graphics Designing).

Education

Apr 2019
Jun 2022
B.A. in
C.C.S. University
Mar 2009
May 2010
Class XII in Karan Public School
Central Board Of Secondary Education
Mar 2006
May 2007
Class X in Karan Public School
Central Board Of Secondary Education

Certifications

2012
Jetking Certified hardware & networking engineer
Jetking Infotrain
2019
Amazon Customer Excellence System Certification
Amazon Development Center India

Languages

English
(Fluent)
Hindi
(Native)

Get in touch with Dhwaj