Lalita Soni

Support the Amazon UK process, handling customer interactions and operational
queries in line with international service standards.
Analyzed service and operational data to identify recurring issues and support
improvement in customer experience and internal workflows.
Created and implemented standardized communication scripts and service
processes to improve consistency across support channels.
Delivered training and guidance to team members on inquiry handling, service
quality, and process adherence
Generated detailed performance and service reports for tracking trends, identifying
gaps, and supporting management decision-making.
Managed high-volume client interactions while maintaining service quality,
accuracy, and timely resolution of escalations.

Managed customer and operational interactions across phone, chat, email, and
WhatsApp, ensuring effective query handling and order support.
Maintained accurate records of transactions, complaints, inquiries, and follow-ups in
backend systems to support operational transparency.
Coordinated product data, content updates, and inventory status across e
commerce platforms to ensure accuracy and timely availability.
Reviewed reports related to deliveries, refunds, and shipping performance to
monitor work ow efficiency and identify discrepancies.
Supported sales conversion through product guidance, consultative communication,
and customer issue resolution.

Supported sales representatives in target stores by facilitating device activation on
carrier tools, streamlining the sales process.
Provided comprehensive support via chat (80%) and calls (20%) for device
activations across AT&T and SPRINT networks.