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.
