Senior Customer Support
Programming.com · Apr 2026 – Present
- Logistics last-mile support, concurrency may depend on issue complexity.
- Delivery status queries
- higher concurrency (3-5 chats)
- Escalations, failed delivery, rider coordination.
Udeshdeep Marwa
+•• ••••• •••••••••••@•••••.com
Senior Customer Support · Programming.com · 7.6 yrs
With over a decade in senior customer support, I bring a patient and empathetic approach to every interaction, driven by a genuine desire to understand and resolve customer needs with kindness. My ambition fuels a continuous pursuit of excellence and adherence to best practices, ensuring I consistently deliver compliant and effective solutions.
- Delhi
- Remote
- In 30 days
Skills
Claimed
Account ManagementSituational AwarenessMentoring and Peer CoachingProduct & Service KnowledgeQuick ThinkingAdaptabilityWork Planning and PrioritizationInformation DisseminationProfessional Follow-upVendor CoordinationTechnical TroubleshootingOrder Processing
Proof of Experience
Senior Customer Executive - (LOA CASE MANAGER)
Amazon · Mar 2025 – Oct 2025
- Managed end-to-end Leave of Absence (LOA) cases for employees, ensuring compliance with company policies and regional labour laws.
- Reviewed and processed leave requests including medical leave, personal leave and disability leave.
- Acted as the primary point of contact for employees, providing guidance on leave policies, documentation requirements, and return-to-work procedures.
- Evaluated medical documents and supporting paperwork to determine leave eligibility and approval in accordance with company guidelines.
- Assisted employees with return-to-work planning and leave extensions when required.
- Maintained high customer satisfaction by providing empathetic support and clear communication during sensitive situations
Customer Service - (Employee Resource Center)
Amazon · Sep 2022 – Mar 2023
- Acted as the first point of contact for employees, ensuring accurate and timely resolution of queries while maintaining a high level of customer service.
- Managed and resolved employee cases through internal ticketing systems, ensuring compliance with company policies and service-level agreements (SLAs).
- Assisted employees with Leave of Absence (LOA), benefits.
Associate Technical Support
Tech Mahindra Limited · Mar 2019 – Jul 2022
- Logged, tracked, and managed support tickets in the case management system, ensuring accurate documentation and timely closure.
- Escalated complex technical issues to higher-level support teams while providing complete case details and troubleshooting steps performed.
- Ensured compliance with service-level agreements (SLAs) by maintaining productivity, quality, and response time targets.
- Maintained a high level of customer satisfaction by delivering professional, clear, and patient technical guidance.
Post sales customer service
British Airways · Jun 2018 – Dec 2018
- Resolved post-purchase ticketing issues, including schedule changes, rebooking, refunds, and ancillary services.
Primary Teacher
Childs World School · Nov 2015 – Aug 2017
Proof-of-Work
No completed sessions yet. Anything Udeshdeep finishes shows up here with the evidence behind it.
Proof of Education
Bachelors, Arts
PANJAB UNIVERSITY · 2011 — 2014
Bachelors, Education
RANCHI UNIVERSITY · 2014 — 2015
A Proof CV — one profile, kept current, with the proof attached. Back to the portal