Unnikuttan Perumbullissery Sasi

Managed procurement to support trading functions catering to US Military needs across Iraq and nearby territories. Analyzed RFQs from military clients and sourced items by assessing cost and availability. Negotiated pricing and terms with suppliers. Reviewed purchase orders and ensured prompt execution. Tracked and monitored supplier performance, ensuring consistent quality and on-time deliveries. Collaborated with warehouse and transport partners to ensure timely dispatch and delivery.

Assisted customers with account services, fund transfers, loan applications, and credit inquiries via call center. Delivered accurate information regarding bank policies and financial products with clear, confident communication. Addressed customer concerns efficiently and escalated complex cases to backend teams for resolution. Ensured high first-contact resolution (FCR) rate by addressing customer needs promptly. Maintained detailed logs and records in CRM for case follow-ups and closure.

Supported Amazon customers via voice and chat, resolving issues with orders, payments, and returns. Ensured quick resolution of product tracking and refund queries by coordinating with logistics and vendor teams. Maintained high call quality scores and demonstrated empathy to enhance customer satisfaction.