Hi, I’m
Muskan Verma
Surrey
Summary
Highly motivated and focused professional with a strong background in delivering exceptional service and training within fast-paced, high-volume environments like Amazon. Experienced in supporting and guiding teams to provide outstanding customer experiences through empathy, efficiency, and process excellence. Skilled in identifying customer needs, resolving issues effectively, and coaching others to uphold service standards that drive satisfaction and retention. Adept at streamlining workflows, improving performance metrics, and fostering a culture of continuous learning. Committed to maintaining high standards of operational excellence while exceeding customer and business expectations.
Overview
3
years of professional experience
Work History
Amazon YVR7
LEARNING TRAINER
09.2021 - 03.2025
Job overview
- Delivered exceptional service by assisting and resolving inquiries for a high volume of customers daily, ensuring prompt, accurate, and professional communication across multiple channels.
- Supported onboarding and service training for over 50+ new team members, reinforcing customer-centric standards and ensuring 100% compliance with company policies and service expectations.
- Conducted 25+ customer service and process training sessions across 5 departments, improving consistency in issue resolution and overall customer satisfaction.
- Monitored service quality and performance metrics for 80+ associates, achieving a 98% accuracy rate in responses and driving continuous improvement in customer experience.
- Collaborated with Area Managers and support teams to identify service gaps and implement tailored coaching solutions, resulting in a 15% boost in team efficiency and reduced customer wait times.
- Demonstrated strong communication, empathy, and leadership skills, contributing to a 20% increase in customer feedback scores and fostering a positive, solutions-driven service culture.
Education
Douglas CollegeNew Westminster, BC
Diploma from Criminology
Skills
- Customer Service
- Communication
- Multitasking
- Teamwork
- Task Prioritization
- Attention to Detail
- Problem Solving
- Active Listening
- Tone Adaptation
- Persuasive Communication
- Critical Thinking
- Adaptability
- Customer Satisfaction Focus
- Microsoft Office
- CRM Management
- Live Customer Support
- Critical thinking
Timeline
LEARNING TRAINER
Amazon YVR7
09.2021 - 03.2025
Douglas College
Diploma from Criminology