Dhanya S

Customer support and vendor operations professional with 2+ years of experience at Amazon, resolving high-volume B2B cases across email and live chat for global vendor accounts. Skilled in cross-tool investigation, root-cause analysis, catalog and account compliance enforcement, and clear vendor communication. Consistently exceeded quality benchmarks (88% audited quality score) while steadily improving case handling speed.

Seeking a remote-first support or operations role where I can apply the same rigor to customer outcomes.

Senior Vendor Associate at Amazon (2024-02 – 2026-04)

• Managed the full vendor account lifecycle — including account closures, deactivations, and reactivations — by coordinating pre-checks and actions across 6+ internal systems (Vendor Master, SCS, Removals Portal, Vendor Selection, Turismo Analysis, VOPS).
• Investigated and resolved a high daily volume of vendor cases via email and live chat, covering catalog updates, cost disputes, returns, purchase order issues, and account compliance, while maintaining SLA and quality targets.
• Enforced Amazon's account and catalog compliance policies, including pre-purchase verification checks and escalation of accounts flagged for policy violations to the appropriate internal team.
• Diagnosed and resolved catalog and listing errors (title, variation, and attribute issues) by cross-referencing multiple internal tools to identify root cause before acting.
• Communicated clearly with vendors to explain resolutions, policy requirements, and next steps, consistently applying empathy-driven response standards.
• Consistently handled cases in under 15 minutes on average against a 16-minute team goal, while maintaining an 88% quality assessment score.
• Recognized as a Top 5 performer for consistently meeting performance and quality expectations.

MBA in IT and Systems Management – NMIMS (2022-07 – 2024-06)

Bachelor of Engineering in Computer Science – Saveetha School of Engineering, SIMATS (2018-08 – 2022-07)