Deepanshu Sangwan

Results-oriented professional with experience in technical support, seller operations, and data quality management. Skilled in resolving issues, analyzing data, and optimizing processes to improve efficiency and accuracy. Proven track record in achieving high SLA compliance, reducing escalations, and maintaining 95%+ case accuracy, with proficiency in Excel, reporting tools, and workflow management systems.

SENIOR SUPPORT ASSOCIATE at Amazon (2024-07 – Present)

• Provided technical and operational support for Amazon Seller Central, resolving seller queries related to listings, inventory, orders, and account health.
• Managed seller support cases using internal ticketing systems, prioritizing based on severity and ensuring adherence to SLA/KPI metrics.
• Conducted root cause analysis (RCA) on recurring seller issues (e.g., listing errors, suppressed ASINs, account flags) and implemented solutions to reduce escalations.
• Performed data validation, quality checks, and catalog audits to ensure accuracy, compliance, and adherence to Amazon policies and guidelines.
• Collaborated with internal stakeholders (catalog, payments, compliance, and tech teams) to resolve complex seller issues and improve platform performance.
• UpdatedSOPs, knowledge base articles, and process documentation aligned with Amazon workflows and standard practices.
• Monitored seller feedback, case trends, and operational dashboards to identify gaps and recommend data-driven process improvements.
• Ensured adherence to quality assurance (QA) standards by maintaining high accuracy in case handling, meeting productivity targets, and minimizing errors.
• Utilized Excel (VLOOKUP, Pivot Tables), internal tools, and reporting dashboards to analyze performance metrics and support continuous improvement initiatives.

TECHNICAL SUPPORT ENGINEER at Concentrix (2023-09 – 2024-06)

• Provided technical support for OnePlus, PUMA and TVS processes, resolving customer issues related to devices, services, and product usage.
• Demonstrated expertise in troubleshooting hardware and software issues for OnePlus smartphones and handling operational queries for TVS products/services.
• Performed quality audits and case reviews in a Technical Support role at Concentrix, ensuring adherence to QA standards, process guidelines, and high-resolution accuracy.

Bachelor of technologies in Computer Science in Computer Engineering – THE TECHNILOGICAL INSTITUTE OF TEXTILE AND SCIENCES (2019-09 – 2023-06)