Amreen Khursheed

AWS Certified Cloud Practitioner with 4+ years of experience at Amazon Web Services specializing in cloud billing, cost optimization, Identity and Access Management (IAM), and technical account support. Proven track record of resolving complex multi-account issues, improving customer satisfaction, and driving internal process improvements. Skilled at translating technical complexity into actionable insights for global enterprise customers.

Technical Support Associate (TCSA) - Amazon Web Services (AWS) - Bengaluru, Karnataka, India

(2022-10)

• Provided end-to-end technical and billing support to global AWS customers across Billing, Account Management, IAM, Cost Explorer, Reserved Instances, and Savings Plans — consistently maintaining SLA targets.
• Resolved complex multi-account service configuration issues by coordinating across DevOps, Finance, and Technical Account Manager (TAM) teams for enterprise and global clients.
• Identified and rectified service misconfigurations, processed single and multi-account service limit increases, and assisted clients in terminating misconfigured services to prevent cost overruns.
• Drove internal projects focused on process improvement and enhanced customer experience, communicating emerging trends and innovative solutions to leadership.
• Collaborated with AWS internal service teams to deliver consistent, high-quality integrated support, contributing to measurable improvements in customer satisfaction scores.
• Diagnosed and resolved issues based on AWS error codes; proactively sought solutions to customer needs and documented resolutions for knowledge base improvement.

Customer Service Representative (Permanent) - Amazon (Amazon.com) - New Delhi, Delhi, India

(2020-01 - 2022-10)

• Delivered high-quality support to US-based Amazon.com customers via email and live chat, resolving account, billing, and order-related issues promptly and professionally.
• Maintained high customer satisfaction ratings by responding to inquiries, processing returns/exchanges, and providing accurate product recommendations.
• Identified patterns in recurring customer issues and escalated systemic concerns to improve resolution workflows.

Customer Service Representative (Contractual) - Amazon (Amazon.com) - New Delhi, Delhi, India

(2019-09 - 2020-01)

• Resolved customer complaints in a professional and timely manner; processed orders, returns, and exchanges with accuracy and efficiency.

Science Teacher - Spring Dales Public School - Delhi-NCR, India

(2017-09 - 2019-08)

• Developed and delivered engaging science lesson plans for middle school students, incorporating hands-on experiments and technology-based activities to accommodate diverse learning styles.

Bachelor of Science - Zoology & Animal Biology - Indira Gandhi National Open University (IGNOU) (2019)