Kumar Sambhav

Technical Support Engineer

AWS

9 2019 - Current

Delivered exceptional customer support to AWS clients globally through various channels
Investigated and resolved product-related inquiries, optimizing customer satisfaction
Collaborated with cross-functional teams to drive process improvements
Mentored and guided new team members, enhancing their product knowledge and support capabilities
SME for various AWS internal services and workflows and helped run and implemented internal projects aimed at improving workload distribution and queue management, resulting in a 20% increase in team productivity
Developed and implemented process improvements, resulting in more efficient workflow and reduced resolution times for customer issues
Achieved 15% reduction in ticket resolution time by implementing more efficient workload distribution system
Utilized data analysis tools to identify trends and bottlenecks, enabling data-driven decisions for workload optimization
Integrated cloud analytics for enhanced insights into support operations
Led initiative to assist colleagues in obtaining certifications, organizing regular quarterly meetings to facilitate deeper understanding of workflow modifications and support their knowledge development
Managed various queues, including specialized security queue, where I played crucial role in promptly assisting clients to secure their accounts, ensuring urgent resolution, and restoring their business operations
Continuously sought feedback from team members to identify areas for improvement, leading to iterative enhancements in workload and queue management strategies.