Shreya Avula

Detail-oriented and analytically driven professional with 3+ years of experience at Amazon in customer and seller support, with hands-on exposure to Business Analyst activities including requirement discussions, root cause analysis, process documentation, stakeholder management, and cross-functional coordination across Agile and Waterfall projects. Seeking to transition into a Business Analyst role, applying this operational experience toward process improvement and requirement management.

SPS Associate, Tier 4 — Seller Support & Trouble Ticket Triage at Amazon (2024-06 – Present)

• Served as first resolution point for trouble tickets raised by Sellers, Brands, and Vendors, owning each ticket end-to-end from intake through resolution.
• Conducted root cause analysis on recurring seller-reported issues, using data interpretation to identify patterns and escalate systemic fixes through appropriate channels.
• Collaborated with cross-functional Amazon teams (Trust & Safety, Account Health, Payments) to resolve complex multi-team seller issues.
• Contributed to process optimization discussions aimed at improving first-contact resolution and reducing repeat contacts.

D2AS Associate — Technical Support at Amazon (2022-09 – 2023-10)

• Supported a high volume of customer interactions for Amazon devices (Fire TV, Fire Tablet, Kindle) and Prime Video, applying structured troubleshooting and issue diagnosis.
• Analyzed recurring customer interaction patterns and escalated findings to product and operations teams, contributing to data-driven improvement discussions.
• Maintained detailed records of support interactions and outcomes, ensuring data accuracy for internal reporting.
• Consistently achieved first-contact resolution through structured troubleshooting and process adherence.

Bachelor of Pharmacy in Pharmacy – Bharat School of Pharmacy (2018 – 2022)