Tony Konsam

Customer Success | Business Development | Client Relationship | International Process | Quality Analyst · Chennai, Tamil Nadu, India

Customer-focused professional with 3 years of experience in international voice processes, customer interaction, and quality analysis. Experienced in handling UK/IE and US customers, resolving issues, and improving customer satisfaction (CSAT). Currently working as a Quality Analyst (Customer Experience – Level 2), where I analyze customer interactions, identify improvement areas, and support teams in enhancing communication and service quality. I bring strong communication, problem-solving, and negotiation skills developed through customer support and AR calling experience. I am actively exploring opportunities in Customer Success and Business Development roles, where I can contribute to customer experience, relationship management, and business growth.

Experience

Customer Experience Specialist (quality analyst)

Amazon · Nov 2025 – Present

Not yet confirmed

• 1.
• Evaluated 40+ customer interactions weekly to ensure quality and compliance
• 2.
• Improved team performance by 15–20% through structured feedback
• 3.
• Analyzed customer issues and identified root causes impacting experience
• 4.
• Collaborated with operations teams to improve CSAT and reduce escalations
• 5.
• Created reports and tracked KPIs using Excel

Customer Service Associate

Amazon · Mar 2024 – Oct 2025

Not yet confirmed

• 1.
• Handled 40-50+ daily calls with international customers (UK/IE)
• 2.
• Resolved queries while maintaining high CSAT scores
• 3.
• Managed escalations and ensured timely resolution
• 4.
• Met KPIs including AHT, quality, and resolution time

M

Account Representative

MiraMed Ajuba - A Global Services Company · Jun 2023 – Feb 2024

Not yet confirmed

• 1.
• Handled outbound calls with US-based clients to follow up on outstanding medical claims and payments
• 2.
• Worked on resolving billing discrepancies, denials, and unpaid claims with insurance providers
• 3.
• Communicated effectively with customers to negotiate payment timelines and ensure account resolution
• 4.
• Maintained accurate records of interactions and updated account status in the system
• 5.
• Demonstrated strong communication, negotiation, and problem-solving skills in a target-driven environment
• 6.
• Collaborated with internal teams to resolve complex billing issues and improve collection efficiency

V

Retail Sales Associate

Van Heusen · Feb 2022 – Dec 2022

Not yet confirmed

S

Graduate Student

Self-employed · Jul 2017 – Mar 2021

Not yet confirmed