PRUDHVI PENUMALA
Hyderabad
Summary
Proven Resolution Specialist at Amazon Development Centre, adept in AWS and fostering team productivity. Elevated customer satisfaction by developing solutions and enhancing service quality. Recognized for outstanding performance with a promotion and a top performer certificate. Expert in Java, demonstrating exceptional problem-solving and leadership skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Resolution Specialist
Amazon Development centre
Hyderabad
10.2018 - Current
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Developed a database of frequently asked questions and answers for customer service representatives to reference when responding to inquiries.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Performed quality assurance reviews on final resolutions prior to communicating them back to customers or other stakeholders involved in the dispute process.
- Provided timely resolutions to issue by researching and querying internal tools and by taking real time decisions
- Fostered a positive team environment by coordinating with new hires, providing guidance on company policies and assisting with typical customer issues
- Collaborated with the leadership to suggest and implement enhancements to products and services, resolving customer complaints and technical issues
- Delivered prompt and effective support for handling escalated inbound customer requests
- Assisted in developing new workflow concepts and launching programs
- Organized team meetings focused on fun activities to enhance work life balance, leading to increased team productivity
- Managed escalated customer issues across diverse processes and marketplaces, including North America, UK and India, while providing guidance and support to associates
- Researched customer issues and policies, recommending improvements and changes to enhance customer centricity
- Received a top performer certificate for outstanding performance
- Promoted to Lead team/Resolution specialist role in 2022 after successfully clearing the internal job posting (IJP) process
- Had an opportunity to support for HR team due to recognition as a top performer
Education
Executive PG - Software Development, DevOps/Cloud Engineer
Indian Institute of Information Technology
Bangalore01.2022
B.Tech - ECE
Vardhaman Engineering College
Hyderabad01.2018
Diploma - ECE
TKR Engineering College
01.2014
S.S.C -
Vijaya High School
A.P.01.2011
Skills
- Java
- AWS
- Jenkins
- Kubernetes
- Docker and orchestration
- Terraform
- Ansible
- Shell/Bash scripting
Certification
I hereby certify that all the information provided above is true to the best of my knowledge.
Extracurricular Activities
Photography Volunteer in a street cause
Workachievements
- Received a top performer certificate for outstanding performance.
- Promoted to Lead team/Resolution specialist role in 2022 after successfully clearing the internal job posting (IJP) process.
- Had an opportunity to support for HR team due to recognition as a top performer.
Personal Information
- Father's Name: P.PRABHAKAR
- Date of Birth: 09/10/95
- Nationality: Indian
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Resolution Specialist
Amazon Development centre
10.2018 - Current
Executive PG - Software Development, DevOps/Cloud Engineer
Indian Institute of Information Technology
B.Tech - ECE
Vardhaman Engineering College
Diploma - ECE
TKR Engineering College
S.S.C -
Vijaya High School
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