Hi, I’m
DIGBIJOY DUTTA
AWS CS Team Manager
Shillong
Summary
Results-driven people and operations leader with 8+ years of experience at Amazon Retail and Amazon Web Services (AWS) across Customer Service, Technical Support and Team Management roles. Proven track record in SLA adherence, KPI optimization, escalation management and process improvement. Experienced in leading high-performing teams, driving quality and productivity programs and delivering exceptional customer experience in fast-paced, metrics driven environments. AWS Certified Cloud Practitioner with strong cross-functional and stakeholder management skills.
Overview
9
years of professional experience
3
Languages
Work History
Amazon Web Services (AWS)Bengaluru (Remote)
AWS CS Team Manager
04.2022 - 01.2026
Job overview
- Led and managed a team of cloud support engineers, driving consistent SLA compliance, quality metrics and operational excellence, thereby maintaining quality score above 95%.
- Owned end-to-end team performance including productivity, customer satisfaction and escalation management.
- Partnered with cross-functional stakeholders to bridge technical and business requirements, ensuring timely delivery of customer solutions.
- Defined project scope, managed critical paths and mitigated operational risks across multiple initiatives.
- Drove network-wide quality improvement programs, including training and coaching initiatives for frontline leaders and support teams.
- Conducted regular performance reviews, career development discussions and capability-building sessions to improve team engagement and growth.
Amazon Web Services (AWS)Bengaluru (Remote)
Technical Support Specialist
04.2021 - 03.2022
Job overview
- Resolved complex and high-impact customer escalation cases related to AWS services, billing and account management.
- Implemented agile practices across multiple projects to improve turnaround time and operational efficiency.
- Trained, mentored and onboarded new hires across multiple profiles, improving time-to-productivity.
- Led strategic initiatives to standardize workflows, reducing redundancy and improving scalability across teams.
- Acted as a subject matter expert (SME) for complex customer and operational issues.
Amazon Web Services (AWS)Bengaluru (Remote)
Technical Support Associate
03.2019 - 03.2021
Job overview
- Handled complex global customer queries related to AWS accounts, organizations and billing operations.
- Identified and implemented multiple process improvement initiatives across SOPs, improving accuracy and efficiency.
- Trained and mentored new hires, ensuring smooth transition to production while maintaining performance standards.
- Provided backup IP support during COVID-19 work-from-home transition, resolving complex software and system issues.
Amazon RetailPune
Customer Service Associate
07.2017 - 03.2019
Job overview
- Served as the first point of contact for customers via phone, chat and email, resolving inquiries related to orders, products, payments and website navigation.
- Proactively identified and prevented customer issues, delivering timely and effective resolutions to enhance overall customer experience.
- Utilized multiple internal tools to research customer concerns and provide accurate, policy-compliant solutions.
- Demonstrated clear, empathetic and professional communication, consistently maintaining Amazon's high customer satisfaction standards.
- Managed a high volume of customer interactions while maintaining quality, efficiency and compliance with company policies.
Education
Savitribai Phule Pune UniversityPune
Bachelor of Business Administration (BBA) from Marketing Management
01.2017
University Overview
First Class with Distinction with Specialization in Marketing Management.
Skills
* Team Leadership
* Customer Experience
* Escalation Management
* KPI Optimization
* Process Improvement
Accomplishments
- Supported high-volume hiring efforts by interviewing 100+ candidates, contributing to the selection of 8 top performers.
- Played a key role in internal talent development, contributing to the promotion of 5 team members.
- Received the AWS All-Star Award (Q1 2025) for outstanding performance and impact.
- Recognized with multiple "Best Team" and "Best Team Manager" awards in 2024 and 2025 for driving high-performing teams and sustained results.
Timeline
AWS CS Team Manager
Amazon Web Services (AWS)
04.2022 - 01.2026
Technical Support Specialist
Amazon Web Services (AWS)
04.2021 - 03.2022
Technical Support Associate
Amazon Web Services (AWS)
03.2019 - 03.2021
Customer Service Associate
Amazon Retail
07.2017 - 03.2019
Savitribai Phule Pune University
Bachelor of Business Administration (BBA) from Marketing Management