Likhith Kumar
Senior Process Analyst– Customer & Seller Support
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About
Highly analytical Sr. Analyst with 5 years of experience in customer and seller support at Amazon, specializing in application support, incident management, and complex issue resolution. Proven ability to troubleshoot enterprise software applications, write SQL queries, and enhance customer satisfaction through exceptional service and clear communication.
Adept at developing knowledge base content and technical specifications to leverage expertise in troubleshooting, issue evaluation, and customer-facing technical support to drive product performance and internal stakeholder success at Target Company.
Experience
Senior Process Executive – Customer & Seller Support - Amazon India
- Spearheaded quality audits of customer and seller interactions across NA and EU regions, identifying process gaps and recommending strategic improvements to enhance operational efficiency.
- Delivered high-quality technical support for payment, tax, and fraud-related queries, directly contributing to a 20% reduction in repeat customer contacts.
- Managed complex cases with accuracy and empathy as a key member of the Escalation and HBS teams, consistently maintaining CSAT scores above 95%.
- Engineered comprehensive quality dashboards and reports to meticulously track critical performance metrics including AHT, FCR, and defect rates.
- Provided critical, actionable feedback to upstream and downstream teams, enabling data-driven updates to training content and SOPs, thereby improving overall process adherence.
- Championed metric analysis and account health improvement strategies for premium sellers, directly contributing to business retention and revenue growth.
- Piloted the 'Fix It Now' AI initiative, delivering real-time resolution data that accelerated one-touch resolution rates and improved customer experience.
- Orchestrated the rollout of process refinements that reduced average handling time (AHT) from 15 minutes to approximately 12 minutes, enhancing team productivity.
- Earned multiple R&R awards for exceptional quality performance, sustained productivity, and outstanding service delivery, recognized as a top performer.
Education
Bachelor of Science - Engineering - Rajamahendri Institute of Engineering and Technology (2018)
Intermediate - MPC - Narayana Junior College (2014)
SSC - Sri Shirdi Sai Vidya Nikethan (2012)
