Nishigandha Nishan
Nagpur
Summary
Technical Support Professional with proven commitment to increasing customer satisfaction and company productivity. Passionate about Training and Development, mentorship and driving process improvement for improving customer experience and employee performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Customer Service Specialist
Amazon Web Services
07.2023 - Current
- Handling Escalation Ticketing queue and prioritizing severe escalation tasks to meet the SLAs.
- Serving as a profile point of contact for managing core projects and process improvements which involves structuring and predefining a plan for builder from the start to implementation and onboarding other profile POCs by conducting shadow sessions.
- Auditing negatively impacted builder cases and providing concrete feedback for performance improvement and quality assurance.
- Formulating new SOPs, documenting them and identifying and closing the gaps for improving current process workflow using Data Analysis techniques and Time & Motion study.
- Working on global level projects and initiatives targeted to streamline profile specific processes,
- Conducting frequent Process & Communication training and organizing Refresher sessions.
- Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Technical Customer Service Associate (MP53)
Amazon Web Services
03.2021 - 06.2023
- On-boarding AWS Marketplace sellers, Data Exchange providers on AWS platform and assisting customer in subscribing & launching SAAS/PAS and AMI Marketplace products on AWS and in registering Route 53 domain names, troubleshooting issue with domain configuration and Name Server management.
- Assisting customer with routing issue, availability crisis and critical domain failures.
- Mentoring builder for Performance Management.
- Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
- Driving projects that improve support-related processed.
Technical Customer Service Associate (Core)
Amazon Web Services
12.2019 - 03.2021
- Worked and escalated critical cases to cloud engineering service team and provided end-to-end resolution to customer issue via email, chat and call.
- Engaged with Enterprise/APN customers to understand how they use AWS services, and provided valuable feedback to business and development teams.
- Assisted with customer communication during Amazon's AWS critical launches and support events.
- Actively seeking solutions to meet customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
Customer Service Associate
Amazon Development Centre India Private Limited
06.2017 - 12.2019
- Worked as a Payment Support, attended production calls, assisted with troubleshooting of application and resolving any error.
- Work experience in rotational shifts.
- Good understanding of ticketing, problem management and service improvement tools.
Education
Bachelor of Engineering - Electronics And Telecommunication
Jhulelal Institute of Technology
Nagpur06.2017
Skills
- Foundational AWS knowledge
- Troubleshooting & Escalation Resolution
- Microsoft Office suite
- Documentation, Training & Mentoring
- Product and Process Support
- Windows
Certification
AWS Certified Cloud Practitioner
Amazon Web Services (AWS)
Issued Jan 2022, Expires Jan 2025
Timeline
Technical Customer Service Specialist
Amazon Web Services
07.2023 - Current
Technical Customer Service Associate (MP53)
Amazon Web Services
03.2021 - 06.2023
Technical Customer Service Associate (Core)
Amazon Web Services
12.2019 - 03.2021
Customer Service Associate
Amazon Development Centre India Private Limited
06.2017 - 12.2019
Bachelor of Engineering - Electronics And Telecommunication
Jhulelal Institute of Technology
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