Prerana Gaur
PUNE
Summary
Customer Service and Operations professional with 9+ years of extensive experience with Amazon. Demonstrates expertise in team leadership, operational management, and delivering exceptional customer experiences. Adept at applying core leadership principles such as customer obsession, ownership, accountability, and earning trust to drive consistent business results. Skilled in strategic planning, process optimization, and performance management, with a strong focus on achieving organizational objectives and KPIs.
Overview
2026
2026
years of professional experience
Work History
Team Manager
Amazon Development Center Pvt Ltd
08.2021 - Current
- Supervised a team of 20–25 customer service representatives across multiple channels (phone, email, chat), ensuring high-quality service delivery.
- Led a project on zone-wise shrinkage, reporting, and data analysis, generating actionable insights to optimize performance and resource allocation.
- Drove achievement of key quality metrics (FCR, RAP, CCXu) and efficiency metrics (Average Handle Time, Productivity) through proactive project management and coaching.
- Identified skill gaps and conducted training sessions to enhance team capabilities and knowledge of customer service processes.
- Elevated customer experience quality via soft skills and communication training and rigorous quality assurance checks.
- Ensured strict compliance with company policies, procedures, and regulations, including data protection laws.
- Set performance targets, monitored progress, and provided constructive feedback to drive both individual and team performance.
Resolution Specialist
Amazon Development Center Pvt Ltd
07.2016 - 07.2021
- Prepared and analyzed daily, weekly, and monthly performance reports for management review, while efficiently completing key administrative tasks.
- Audited customer interactions handled by agents and delivered actionable, constructive feedback to drive continuous improvement.
- Conducted upskilling and coaching sessions to enhance associates’ product knowledge, process understanding, and overall performance.
- Handled escalations for specialty teams, including Large Appliances, Amazon Business, and Retail customers, ensuring timely and satisfactory resolution.
- Monitored real-time operations to maintain service level adherence and uphold customer satisfaction.
- Acted as a mentor and support resource for new Resolution Specialists, helping them ramp up effectively and develop personalized growth and improvement plans.
Lecturer Electronics Engineering
Shree Sai Polytechnic
- Delivering lectures, conducting practical sessions and facilitating discussions to engage students and impart theoretical and practical knowledge in electronics-related subjects.
- Developing course materials, including syllabi and lesson plans in line with the curriculum requirements and educational standards.
- Designing assessments, such as exams and quizzes to evaluate students’ understanding and proficiency in electronics topics.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Priyadarshini Institute of Engineering And Technology
Nagpur, India01.2011
Skills
- Leadership Skills
- Strategic Planning
- People Management
- Time Management
- Excel
- Analytical Skills
- Operational excellence
- Stakeholder management
- Negotiation and conflict resolution
Professional Achievements
Awarded as "People Manager" for Q1 in 2022, Awarded as "Retention Champ" for Q3 and Q4 in year 2023, Awarded as "Best Mentor Award" for Q2 at Amazon PNQ10 in 2019, Awarded as "Superstar Award" for Q3 and "RnR Blockbuster" Award in Peak 2018
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Team Manager
Amazon Development Center Pvt Ltd
08.2021 - Current
Resolution Specialist
Amazon Development Center Pvt Ltd
07.2016 - 07.2021
Lecturer Electronics Engineering
Shree Sai Polytechnic
Bachelor of Science - Electrical, Electronics And Communications Engineering
Priyadarshini Institute of Engineering And Technology