Manisha Biswas

AWS Certified Cloud Practitioner with experience in Enterprise Technical CS Specialist. Delivered business solutions for enterprise customers' billing, cost optimization, and technical inquiries by:

• Bridging communication between customers and AWS stakeholders to resolve complex issues
• Managed approximately 10 to 12 Enterprise Customer meetings, emails, TAM Connects per day.
• Trained customers on AWS billing tools including Cost and Usage Report (CUR) and Cost Explorer
• Collaborated with internal teams to enhance Standard Operating Procedures (SOPs) and AWS public documentation
• Managed weekly workforce and on-call responsibilities to maintain queue health
• Implemented process improvements that reduced resolution time for enterprise customers through:

-Workflow optimization
- Clear documentation
- Product feature requests
-Internal process refinements

• Onboarded new enterprise customers by partnering with Account Managers and Technical Account Managers to understand their business requirements and goals
• Mentored peers through knowledge sharing and training sessions
• Supported major enterprise customers like Netflix, HCL, Paytm etc.

• Worked across multiple teams including Inbound and Outbound front-end operations through 2016, before transitioning to Back Office Media and New To Credit team & Led verification process improvements for Business and Corporate Credit Card applications.
• Verified customer documentation including Internal Revenue Service (IRS) documents, bank letterheads, and tax forms using various internal tools to ensure compliance and accuracy.
• Partnered with United States Bank Branch Managers to conduct fraud prevention reviews, identifying potential fraud cases and preventing them.

• Worked for Microsoft in Windows Platform Team handling customer's issues with Windows OS issues, Blue Screen, slow performance, application errors, startup problems, and corrupted files. Troubleshooting steps often involve checking software, running diagnostics, and potentially reinstalling the OS.
• Researched on various application errors reported by customers and performed the troubleshooting on customer's machine via remote sessions.
• Expertise on MS Office Applications such as Outlook, Word, Publisher, Powerpoint.
• Managed approximately 20 incoming calls, emails and faxes per day from customers including scheduled meetings for follow up troubleshooting.