Manasa Manu

Experience

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  Wipro

  Jan 2018 - Jul 2019

  Senior Associate

  · Maintaining a healthy relationship with Business partners and providing regular performance feedback· Identified root causes of errors and opportunities for defect reduction and conducted error review sessions· Guided colleagues and new batches in maintaining severity baseline and quality.· Promoted as Qcer in 4 months· Promoted as Qcer to Meta Qcer in 2 months· Promoted as Meta Qcer to Final Qcer in 4 months· IIBF trained and certified as per RBI guidelines

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  Amazon Development Centre India Pvt. Ltd

  Apr 2020 - Mar 2023

  Senior Associate

  · Supported multiple OU’s (Amazon.com DE, CO.UK, CA, ES)· Working as an SME for the new NHT batches and cross skill training batch.· Handling chats for retail domain· Raising TT for un delivered products· Queries related to DNR, Un delivered, defective, Returns, Refunds, Reviews ECT· Working as a customer service representative D2AS international Email and Chat· Handled all the customer queries related to the digital devices (Fire tv stick, Fire tablet, kindle, Echo)· Identified root causes of errors and provided all the troubleshooting steps.· Trained on all the Skills within 6 months and worked for appstore, amazon drive and amazon music app queries· Raising a ticket if any unknown issues found and followed up with the ticketing team for the best resolution.· Handled multiple OU and different channels· Maintained the best RAP greater than the bench mark· Maintained the best CHT less than the bench mark· Received many awards at the time of peak for maintaining best CHT and RAP and spot RNR· Been Awarded one (STOP RESOLVER) for (TETRIS EMAIL)· Received Employee of the Quarter Award in the month of October· Received ACE Employee Award in the month of December Show less

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  Amazon

  Apr 2020 - Apr 2024

  Senior Associate