Arjun S S B
Bengaluru
Summary
Professional with over 8 years of experience in customer service, operations, and automotive retail. Currently oversees sales and service operations for three Triumph Motorcycle showrooms as General Manager at Popular Motor Corporation. Demonstrated success in revenue growth, team leadership, and enhancing customer satisfaction. Previous experience includes leading AWS support functions, resulting in improved CSAT and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
General Manager
Popular Motor Corporation
Bangalore
01.2025 - Current
- Spearheaded end-to-end operations for three Triumph Motorcycle showrooms, driving revenue growth and brand alignment.
- Led cross-functional teams, including Sales Advisors and Service Managers, to achieve performance targets.
- Managed local marketing strategies and customer engagement events to foster brand loyalty.
- Monitored KPIs to drive continuous improvement in customer satisfaction and operational efficiency.
Customer Service Manager
Amazon Web Services
Bangalore
12.2022 - 04.2024
- Supervised a team of Team Managers and highly skilled employees managing daily operations for AWS Marketplace, Amazon Route 53, and Training & Certification.
- Led a team of 50+ members, driving operational excellence and ensuring SLA and KPI compliance, meeting business goals and contract commitments.
- Developed and directed work schedules, resource allocation, and workflow processes to optimize team performance and service delivery.
- Managed escalations for complex customer issues, providing direction to supervisors and team members, resolving issues, and maintaining high levels of customer satisfaction.
- Collaborated with cross-department teams on initiatives to improve efficiency and align with business goals.
- Implemented strategic process improvements, leading to a 15% reduction in query handling time and an 18% improvement in CSAT scores.
Team Manager
Amazon Web Services
Bangalore
06.2020 - 12.2022
- Directed a team of 12 Customer Support Associates handling support queries for AWS services, ensuring alignment with KPIs and service delivery goals.
- Oversaw daily team activities, provided mentorship, and developed team members through recruitment and ongoing training programs.
- Acted as a point of escalation for team members and customers, resolving issues to maintain service excellence.
- Achieved top performance among three global sites, consistently surpassing customer satisfaction goal of 85% and SLA target of 95%.
- Evaluated employee performance on a monthly basis and coached and trained 12 team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
Technical Customer Support Specialist
Amazon Web Services
Bangalore
03.2019 - 06.2020
- Delivered high-level customer support for AWS services, solving technical issues related to billing and accounts for paid and free customers.
- Played a key role in escalating and resolving complex issues in collaboration with supervisors and engineers, ensuring customer success.
Technical Customer Support Associate
Amazon Web Services
Bangalore
02.2018 - 03.2019
- Provided timely and effective technical support for AWS services, troubleshooting customer issues and ensuring high levels of customer satisfaction.
- Received NRR Champion award in Q4 2018 for receiving the least negative response ratings from customers.
- Received CCR Champion award in Q4 2018 for receiving the highest positive response ratings from customers.
Seller Support Associate
Amazon.com
Bangalore
09.2016 - 02.2018
- Supported sellers in resolving technical and account-related issues, enhancing their experience and platform engagement.
Education
B.E - Mechanical Engineering
K S School of Engineering And Management
05.2016
Diploma in Automobile Engineering -
P.E.S Polytechnic
BangaloreSkills
- Customer support and experience
- Technical support operations
- Escalation management
- Service management
- Team leadership
- Performance management
- Cross-functional collaboration
- Service level agreements (SLAs)
- Key performance indicators (KPIs)
- Process improvement
- Automation
- AWS Cloud Practitioner Certified
Certification
- AWS Certified Cloud Practitioner, 01/01/22, 12/31/24
- Google Analytics for Beginners, 07/01/24, Present
- Product management foundation, 04/01/24, Present
- AI for Product managers, 09/01/24, Present
Timeline
General Manager
Popular Motor Corporation
01.2025 - Current
Customer Service Manager
Amazon Web Services
12.2022 - 04.2024
Team Manager
Amazon Web Services
06.2020 - 12.2022
Technical Customer Support Specialist
Amazon Web Services
03.2019 - 06.2020
Technical Customer Support Associate
Amazon Web Services
02.2018 - 03.2019
Seller Support Associate
Amazon.com
09.2016 - 02.2018
B.E - Mechanical Engineering
K S School of Engineering And Management
Diploma in Automobile Engineering -
P.E.S Polytechnic
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