Kishan R

• Providing prompt, efficient, detailed, customer-oriented service to AWS customers.
• Identifying issues impacting business such as flaws in guided workflows, internal references, ticketing and process changes.
• Monitoring case queues for high severity issues and extending billing assistance to support engineering teams.
• Mentorship on a regular basis involving sharing best practices on case handling and providing effective feedback to tackle business critical issues.

Projects:

• WAF Service - Collaboration with Shield Advanced product team in bringing a new working method for subscription queries making a positive impact on case resolution time.
• Billing Tool- Identified fault in workflow and lead the creation of a new rebill mechanism while simultaneously ensuring profile's metric is not impacted.
• Refreshers - Expert in contractual commitments and conducted various refreshers across sites.
• US Tax Exemption - As a Tax SME, brought about a new process update for US tax exemption requests.

Achievements:

• SME champion for 2 consecutive months (April and May 2024) across sites by assisting with 300+ case queries.
• Nominated as an Invoicing Area Champion.
• As a certified T3 trainer, was nominated as Tax Trainer and extended support to three batches of new audiences in the profile.
• Recognized for showcasing ownership and deep dive abilities by peers, sales and BD teams on multiple occasions via internal platforms - AWSome awards
• Received awards such as Pinnacle super star, Flash and MVP.

• Being the voice and advocate for our basic support customers.
• Raised the bar high by having 14 process improvement ideas implemented.
• Mentored fellow associates to exceed performance metrics, grooming them to be self sufficient and grow up the ladder across profiles such as AAM and Educate.
• Creation of a One Stop Transfer Wiki to eliminate incorrect transfer of customer cases to various support profiles.
• Sharing weekly updates on process changes and audit observations through Knowledge Xchange platform.

Achievements:

• Won the "Most Emerging Player" award for exceeding performance metrics in a new profile.
• Maximised customer satisfaction by resolving service issues promptly for startups.

• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Check for available escalation path to address customer's concerns and take appropriate measures to resolve complicated issues.
• Supported trainees as a Subject Matter Expert on handling international calls with process and soft skills to offer a friendly and customer-centric service.

Achievements:

• Nominated for various awards on a monthly basis for exceeding performance metrics.
• Put forward as an SME for International phones within 3 months of joining.
• Presented to the global leadership with a smile story displaying customer obsession.