MADHUSUDHANAN
Palakkad
Summary
Dynamic Technical Support Associate with a proven track record at Amazon Web Services, excelling in Billing & Cost Management and Customer Relations. Enhanced client retention through strategic cloud optimization, achieving a 95% retention rate. Adept at troubleshooting and fostering strong relationships, driving exceptional service delivery and customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Associate
Amazon Web Services
Bengaluru
03.2022 - Current
- Working with AWS customers on Billing and Account inquiry, addressing technical queries, account access, Identity and Access Management, Cost Explorer, Reserved Instance and Savings Plan.
- Cultivated strong relationships with enterprise clients, serving as a trusted advisor on cloud strategy and cost optimization, resulting in 95% client retention rate and significant raise in upsell opportunities.
- Account Onboarding: Collaborated with Business accounts for their onboarding, Account Setup, and helping them with AWS Billing, tax, Invoicing, Cost and Usage report Analysis and IT Cost Optimization.
- Managing, maintaining, and aiding our clients with cloud architecture modifications or challenges that they encounter when using AWS services.
- Initiated projects to ease customer experience and successfully implemented them in the system.
- Collaborating with AWS internal service teams to ensure a consistent and superior AWS integrated support.
- Driving Projects for internal process improvements and better customer experience.
- Rectifying service mis-configuration based on error codes by working with different teams such as DevOps, Finance & direct Account Managers & Technical Account Managers for global customers.
- Collaborated closely with internal teams including sales, product, and engineering to deliver exceptional customer experiences, resulting in a 25% increase in customer satisfaction scores.
- I aimed at Maintaining Service Level Agreement (SLA) and Assisting clients in terminating misconfigured services.
- Developed and maintained strong relations with customers to meet quality expectations.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Resolution Specialist
Amazon Development Centre Retail
Coimbatore
09.2020 - 03.2022
- Handling Level 2 Client concerns to analyze and resolve the root cause of the problem.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Responding and assisting customer queries by forwarding requirements to develop the services offered and providing information and directions to customers.
- Handled internal operations to improve the quality of service.
- Establishing contact and regular follow-up with B2B and B2C customers.
- Analyze performance data to look at stages for maintaining performance.
- Documenting and reporting the performance and analyzing with past for corrective actions.
- Liaise with senior management to determine training needs and conduct training sessions.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
Education
B.Sc. - Computer Science
Nehru Arts & Science College
Coimbatore, Tamil NaduSkills
- Billing & Cost Management
- Cost & Usage Report Analysis
- IT Cost Optimization
- Customer Relations Management
- Cloud Migration & Onboarding
- Account Management
- Technical Service Delivery
- Quality Auditing
- Troubleshooting
- AWS Services
- AWS Cost Management
- AWS Cost Explorer
- AWS Elastic Compute Cloud
- AWS Relational Database Services
- AWS Quicksight
- MS Office
- Remote technical support
- Multitasking and prioritization
Websites
Certification
- AWS Certified AWS Cloud Practitioner, Amazon Web Services, 11/01/24, 11/01/27, 138ec2c0efd544bab36fbb70da24c6f9
- Mentor Accreditation Program Certification
- T3 Certified Trainer
- AWS Well-Architected Proficient
- AWS Educate Getting Started with Serverless
- AWS Educate Introduction to Generative AI
- AWS Partner: Generative AI Essentials
- AWS Partner: Sales Accreditation
- AWS Partner: Technical Accredited
- AWS Partner: Cloud Economics Essentials
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Timeline
Technical Support Associate
Amazon Web Services
03.2022 - Current
Resolution Specialist
Amazon Development Centre Retail
09.2020 - 03.2022
B.Sc. - Computer Science
Nehru Arts & Science College
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