Muskan Khan

MBA graduate

sr. CSA

+4 years of experience

WORK EXPERIENCE
Senior Customer Service Executive
Amazon
09/2018 - 03/2023, Bengaluru
Managed and listened the issues of customers.
Responsible to handle the queries in a calm way.
Made daily work plan to ensure the quality services.
Managed conflicts, Disputes, and challenging situations.
Resolved 300+ weekly customer inquiries via phone and
email, consistently exceeding targets.
Have been a part on specialized system for following up with
unsatisfied customers, reducing customer churn.
Trained and mentored many new employees on conflict
resolution and process.
Expert in understanding the business requirement. Excellent
in identifying the need of organization. Excellent in
understanding and analyzing human

EDUCATION
Masters in Business Administration (MBA)
Narsee monji institute of management studies
01/2021 - 02/2023,
Human Resource
Management
SKILLS
• Microsoft Office • Training & development • HR sourcing
• HRIS • Human resources management • Business
management • Risk management • Employee relations •
Employee orientation • Talent management • Talent
acquisition • Strategic planning • Labor cost analysis •
Performance management, Operations management •
Risk analysis • Operational risk management • ATS • LMS •
PMS •Employee engagement system • TMS
PROJECTS
Training and development process (08/2022 - 09/2022)
This project was an analytical study of training and development
process through Upskilling employee program at Amazon. With the
help of this project i got to understand the many aspects of T&D
department of an organisation and their benefits such as increased
productivity, reduced micro management , training of future
leaders , increased job satisfaction and retention and added
innovation.