SANTHOSH REDDY ALUGUBELLI
Senior Analyst, Customer Success, Aws
Hyderabad
Summary
Dynamic Senior Analyst and Program Manager with over 11 years of experience at Amazon, specializing in complex business process re-engineering, large-scale automation, and cross-functional stakeholder management. Expertise includes effectively bridging the gap between technical engineering designs and business requirements to drive operational excellence. Proven track record of enhancing data accuracy to prevent billing defects while successfully navigating matrixed global environments to deliver scalable analytics solutions. Committed to leveraging analytical skills and strategic insights to foster innovation and efficiency within organizations.
Overview
12
12
years of professional experience
Work History
Senior Analyst – Customer Success & Program Management
Amazon Web Services (AWS)
Hyderabad
08.2023 - Current
- Spearheaded the 'Hypercare' workstream to automate correspondence checks for 190 high-value Enterprise customers, simplifying complex billing statements and reducing manual reconciliation cycles.
- Lead direct collaborations with Account Managers, Sales, and Concierge teams to resolve critical billing and payment concerns for strategic accounts, ensuring long-term technical fixes.
- Translated complex business requirements into technical billing enhancements, optimizing free cash flow and significantly reducing customer issue resolution time.
- Align team objectives with broader organizational goals to drive process improvements, consistently exceeding predefined targets and enriching the global customer experience.
AWS Billing & Pricing Analyst
Amazon Web Services (AWS)
Hyderabad
01.2021 - 08.2023
- Directed the onboarding of strategic customers into AWS discounting structures, ensuring accurate rate setup and maintaining 100% data integrity for S3, EC2, and CloudFront accounts.
- Spearheaded the automation of the discounting process, boosting billing accuracy by 67% and eliminating manual intervention.
- Instigated a customer issue ticketing system, enabling a 50% decrease in resolution time across global markets.
- Orchestrated the formation of a partner team in India, overseeing the hiring, training, and onboarding of new analysts to ensure flawless operational integration.
- Leveraged subject matter expertise to improve team quality from 75% to 95% without breach of service levels.
- Provided training to new team members on best practices in pricing analysis and strategy development, fostering a culture of continuous improvement.
Real-Time Analyst
Amazon Inc.
Hyderabad
05.2018 - 01.2021
- Acted as the primary point of contact for high-severity technical escalations, conducting in-depth Root Cause Analysis (RCA) to prevent systemic failures and mitigate risks to customer experience.
- Synthesized complex data sets and insights into narrative presentations for senior leadership to support sustainable business processes and metric enhancement.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
Operations Associate SR. (Customer Service)
Amazon Inc.
Hyderabad
01.2015 - 05.2018
- Played a significant role in KAIZEN process improvement initiatives, greatly elevating the customer experience.
- Earned a promotion to Analyst for handling fraud analysis within the business-to-business (B2B) model and abuse prevention.
- Achieved a top-performance record with a 99% accuracy score and was awarded for best-in-class organizational skills.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
Customer Service Associate
Amazon.Inc
Hyderabad
06.2014 - 01.2015
- Served as the main liaison between the company and delivery partners, surpassing established performance objectives.
- Detected trends and proposed process enhancements to boost customer and partner satisfaction.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
Education
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Nagarjuna Institute of Technology and Science
India01-2013
Skills
Program Management
AWS Billing and Pricing Analysis
Cross-functional Team Collaboration
Stakeholder Management
Performance monitoring
SQL
Advanced Excel
Timeline
Senior Analyst – Customer Success & Program Management
Amazon Web Services (AWS)
08.2023 - Current
AWS Billing & Pricing Analyst
Amazon Web Services (AWS)
01.2021 - 08.2023
Real-Time Analyst
Amazon Inc.
05.2018 - 01.2021
Operations Associate SR. (Customer Service)
Amazon Inc.
01.2015 - 05.2018
Customer Service Associate
Amazon.Inc
06.2014 - 01.2015
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Nagarjuna Institute of Technology and Science