Feb 2025 – Jan 2026 · 11 mos

• I took a planned career break to focus on my health and overall well being.
• During this time, I prioritised recovery from a medical procedure, travelled, explored new perspectives, and invested in personal growth and learning. This phase helped me reset, gain clarity, and return with renewed energy and focus.

Dec 2021 – Jan 2025 · 3 yrs 1 mo · Remote

• Technical Customer Support Specialist | AWS Certified Cloud Practitioner
• Driven and detail-oriented Technical Customer Support Specialist with over 6 years of experience at Amazon Web Services (AWS) , delivering high-quality support to global enterprise customers. Proven track record in resolving complex technical, billing, and account security issues while ensuring seamless service delivery and customer satisfaction.
• 🌟 Key Highlights:
• ✅ Led 100+ process improvements across AWS Education, Training & Certification programs, driving efficiency and cost savings of $42K+ .
• ✅ Recognized as a Subject Matter Expert (SME) and Process Trainer , mentoring team members and training 5+ new hire batches globally.
• ✅ Skilled in root cause analysis, SOP creation, and implementation of scalable solutions that reduce escalations and improve resolution rates.
• ✅ Experienced in working with tools like Salesforce, Tableau, QuickSight, AWS Console , and HTML/CSS , enabling data-driven decisions and process automation.
• ✅ Strong communicator with demonstrated ability to explain complex technical topics clearly, guide customers toward self-service tools, and ensure long-term success.
• 💡 Passionate about delivering exceptional customer experiences, optimizing internal workflows, and fostering team growth through mentorship and collaboration.

Mar 2019 – Dec 2021 · 2 yrs 9 mos · Remote

• Technical Customer Support Associate | Amazon Web Services (AWS)
• Mar 2019 – Nov 2021 | Bengaluru, India
• Provided technical support to enterprise customers, resolving issues related to access/authentication, EC2 instance management, cost optimization, and resource allocation.
• Addressed service-specific billing queries, assisted with AWS Organizations and Reserved Instance (RI) configurations, and guided customers toward self-service tools for faster resolution.
• Maintained accurate and detailed case documentation in compliance with internal SOPs while identifying opportunities for process enhancements.
• Recognized as a high performer early in my tenure, being selected for a global specialty team within 8 months, contributing to impactful process improvements and receiving awards such as MVP and Time Cop.
• Acted as a key point of contact for team-building and employee engagement initiatives, fostering a collaborative and positive work environment.