Piyush Kalani
Jaipur
Summary
Technical Specialist at AWS, recognized for balancing high-level technical expertise with exceptional customer relationship management. Experienced in leading teams, driving complex projects, and managing urgent escalations with professionalism. Committed to promoting a collaborative environment to troubleshoot challenging issues, and consistently deliver high performance and exceptional customer satisfaction.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Technical Specialist
AWS
Bengaluru
01.2022 - Current
- Promoted to this position from a previous role.
- Rolled out new updates: collaborated with internal service teams to implement updates effectively across customer and team platforms.
- Handled high-level escalations: Managed critical issues from top management, ensuring timely and satisfactory resolutions.
- Led a team of 8 members: Oversaw team performance and ensured project goals were met, resulting in improved efficiency and team cohesion.
- Updated SOPs: Continuously improved processes by deep diving into procedures, ensuring up-to-date, and efficient operations.
- Contributed to hiring and training: Cultivated a positive candidate experience by conducting professional interviews. This helped the leadership team secure top-tier talent.
Technical Associate
AWS
Bengaluru
01.2019 - 01.2022
- Resolved complex billing and foundational technical inquiries for high-value customers, maintaining a high level of first-contact resolution.
- Collaborated cross-functionally with internal AWS teams to deeply analyze and resolve advanced customer issues, leading to improved overall case resolution time.
- Drove operational excellence by analyzing existing processes and updating SOPs(Standard Operating Procedures) for enhanced team workflow.
- Bridged the gap between TAMs and customers: facilitated communication and solutions for billing and technical queries.
CS Associate
Amazon
Pune
01.2016 - 01.2019
- Conducted careful quality analysis on customer contacts, identifying service gaps and recommending improvements that directly enhanced the overall customer experience.
- Facilitated cross-functional collaboration by bridging communication between the contact center and key departments like Delivery, Marketing, and Business Development.
- Oversaw security and identity management for Amazon India (Retail) customer accounts, safeguarding sensitive customer data.
Education
Bachelor of Computer Applications - Computational Science
Jaipur National University
Jaipur, India 07.2012 - 01/2014
Master of Science - Advance IT
Bharati Vidyapeeth Deemed University
Pune, India 07.2015 - 05.2017
Skills
- Analytical Resolver
- Cloud Computing
- Project Management
- Escalation Management
- SOP Development
- Technical troubleshooting
- Fraud detection
- Customer relationship management
Certification
- AWS Certified Cloud Practitioner
- Amazon Finance Leadership Development Program (FLDP)
- Amazon Making Great Hiring Decisions Certified
- Amazon Black Belt Interviewer
Languages
Hindi
First Language
English
Advanced (C1)
C1
Projects
1: Project Name: Amazon India Account Security Pilot
Position: Project Lead
Activities Performed: After analyzing phishing and fraud vulnerabilities, I presented and led a project to introduce a completely new account security process for Amazon India's retail division, gaining approval from senior-level management.
2. Project name: Introduction of India-specific ID guidelines for AWS certification exam
Position: Project Owner
Activities Performed: Owned the project to introduce tailored ID policies for AWS Certification in India. Collaborating with vendors, legal counsel, and global leaders to streamline the delivery process for candidates.
3. Project name: Complete overhaul of the AWS Certification FAQ webpage
Position: Project Coordinator
Activities Performed: coordinated a complete overhaul of the AWS Certification FAQ webpage by analysing customer and team pain points, resulting in reduced basic customer queries, and increased business efficiency
4. Project name: Amazon CS high-value customer experience enhancement
Position: Project Lead
Activities Performed: Led a new Amazon CS team focused on supporting high-value customers with unresolved retail service issues, significantly improving the customer happiness index post-launch.
5. Project name: Establishment of a new Amazon Retail process in the AWS CS space
Position: Project Owner
Activities Performed: developed new tools and established processes to improve customer handling in AWS Training and Certification, leveraging Amazon Retail account security expertise to remove recurring operational roadblocks for global AWS CS teams.
Timeline
Technical Specialist
AWS
01.2022 - Current
Technical Associate
AWS
01.2019 - 01.2022
CS Associate
Amazon
01.2016 - 01.2019
Master of Science - Advance IT
Bharati Vidyapeeth Deemed University
07.2015 - 05.2017
Bachelor of Computer Applications - Computational Science
Jaipur National University
07.2012 - 01/2014
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