Business Analyst Customer Service

Customer Service Management

Escalation Management

Call & Chat Support Operations

SLA & TAT Management

Customer Query Resolution

Seller Support

Complaint Resolution

Real-Time Assistance

Cross-functional Team Collaboration

Business Analysis Basics – February 2022

Financial Risk Analytics – February 2022

Financial Accounting – February 2022

BTEC HNC Ground Handling Certificate in

Airport Operations – June 2008 - July 2009

60-Day Challenge Winner at Zerodha –

September 2018 - December 2018

Customer Support Specialist with 29+ months of remote experience at Amazon, proficient in managing seller support queries across global marketplaces (Japan, Europe, North America) and resolving complex issues related to product listings, inventory management, and order fulfillment.

Demonstrated expertise in end-to-end customer lifecycle management, including KYC processing, order discrepancies, product listing errors, and handling escalations, ensuring seamless customer and seller experiences.

Adept at resolving cross-functional queries, from inventory discrepancies to account management, utilizing detailed SOPs and help pages to deliver high-quality, consistent support in a fast-paced environment.

Strong problem-solving skills in addressing technical and operational concerns, ranging from Buy Box issues, product visibility, to marketplace-specific regulations, ensuring smooth marketplace operations for sellers.

Skilled communicator experienced in live chat and email support, ensuring high customer satisfaction through real-time engagement and issue resolution for sellers.

Proficient in leveraging customer service tools and internal knowledge bases to swiftly resolve escalations and long-standing cases, with a strong focus on minimizing ticket reopen rates and enhancing user satisfaction.

Expert in Customer Query Resolution: Demonstrated ability to address and resolve complex customer issues through chat, email, and phone, ensuring timely and satisfactory resolutions across various touchpoints.

Cross-Regional Support: Skilled in delivering exceptional customer service across multiple regions, catering to diverse cultural and business expectations while maintaining SLAs and quality standards.

Escalation Management: Proficient in managing escalations by collaborating with specialized teams to resolve critical issues promptly, reducing customer wait time, and enhancing overall satisfaction.

Performance Metrics: Consistently achieved key performance metrics such as First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) while maintaining a high level of professionalism. Since Mar’22 SPS Associate at Amazon

Functioned as the primary liaison between Amazon and its business partners, delivering essential operational support to merchants on the Amazon platform.

Engineered solutions for persistent system issues, leading process optimizations and formalizing internal protocols to enhance operational efficiency. CERTIFICATIONS

Collaborator

Innovator

Change Agent

Planner

SOFT SKILLS

CORE COMPETENCIES

WORK EXPERIENCE

CAREER TIMELINE (RECENT 4 ORGANIZATIONS)

PROFILE SUMMARY

IDHAYA SHELDON

CUSTOMER SUPPORT SPECIALIST

+91-822******* ***********@*****.***

Since

Mar’22

Eutectics

Engineering

and Tooling

Jun’19-

Jan’22

Aug’14-

Oct’19

Arasu Aviation

May’12-

Apr’14

Jun’13-May’15 Master of Arts

(English) at Alagappa University

Jun’09-May’12 Bachelor of Arts

(English) at Alagappa University

May’12-Apr’14 Trainer at Arasu Aviation

Academy

2012-14 Proprietor at Trickerry Group of

Companies

Jun’10-Nov’11 Financial Advisor at Novalex

Pvt. Ltd.

Catalyzed improvements in the Amazon customer experience by directly impacting customer satisfaction through adept problem-solving and support.

Leveraged advanced Microsoft Office tools, particularly Excel, to streamline operations, perform data analysis, and extract actionable insights for process improvements.

Demonstrating expertise in inventory management, product pricing, client onboarding, and catalogue management, with skills in optimizing inventory levels, implementing competitive pricing strategies, streamlining onboarding processes, and ensuring accurate product listings to enhance operational efficiency and customer satisfaction.

Adapted to a fluctuating work schedule, covering weekends, evenings, and holidays to accommodate the dynamic requirements of the role.

Supervised the management of ongoing system challenges, advocated for process improvements, maintained internal documentation, and cultivated a collaborative team culture.

Performed in-depth evaluations of prospective client accounts, conducted risk assessments, and monitored transactions to detect and correct irregularities.

Identified and mitigated risks of financial crime by recognizing suspicious transactions and patterns in activity.

Initiated a comprehensive peer mentoring program, conducting regular performance evaluations and facilitating the onboarding process for new team members.

Handled post-order processes, including quantity adjustments, item modifications, and changes to delivery terms to ensure smooth order management.

Monitored and maintained consumable inventory levels, ensuring efficient stock management and adherence to program standards.

Jun’19-Jan’22 Business Analyst at Eutectics Engineering and Tooling

Synthesized complex business research and performance analysis to create data- driven strategies, leading to operational improvements and enhanced efficiency.

Engaged with senior stakeholders to thoroughly understand organizational objectives and delivered clear, impactful insights through comprehensive reporting.

Pioneered the introduction and successful advocacy of cutting-edge technologies, influencing both internal and external stakeholders for broader adoption.

Directed the implementation of new systems and processes, ensuring seamless integration to optimize business operations and increase overall productivity.

Developed technical specifications and user stories for data warehousing projects, enhancing data extraction, storage, and analytics capabilities to support business growth.

2018-22 Independent Trader at Stock Market

Analyzed price action, Open Interest (OI) data, and technical indicators to optimize trading decisions, entry/exit strategies, and capitalize on market volatility, aligning tactics with institutional trends.

Managed a diversified investment portfolio with a focus on strategic long-term and short-term holdings, while employing rigorous risk management techniques to safeguard capital and ensure consistent returns.

Aug’14-Oct’19 Insurance Agent at ICICI Prudential

Delivered personalized insurance solutions and financial planning advice, consistently surpassing sales goals by leveraging deep product and market knowledge.

Maintained detailed oversight of client portfolios, fostering strong relationships and achieving over 90% policy renewal rates through targeted education and service initiatives.

Streamlined claims processing, cutting processing times by 50% and enhancing customer satisfaction, while assessing claims as a Claims Adjuster to ensure appropriate coverage.

Developed an efficient training protocol for new agents, reducing onboarding time by 25% and improving sales team performance and territory growth through strategic relationship-building programs.

Address : Tamil Nadu, India

Date of Birth : 13th November 1990

Languages Known : English, Hindi, Tamil

PREVIOUS EXPERIENCE

EDUCATION

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