Siddesh Palaskar
Support specialist
Aurangabad
Summary
Experienced technical support agent with over 3 years of experience in Customer service and risk management industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Director
Palaskar Classes
09.2021 - 01.2025
- Ran a private coaching center with around 50 school going students as a director. It Involved supervising teachers, students and other coaching center staff.
- Supervising creation of timetable, weekly class tests, sales team, account team and housekeeping .
- Monthly meetings with teacher, students and parents to resolve issues that they are facing.
- Special one to one classes with me everyday for 2 hours to make improvement in weak areas of students.
- In span of 3 years enrollment in my class went from 3 students to 75 students.
- Last year (2023-24), 100% students who appeared for school certification exam successfully completed it.
Product Support Engineer
Cornerstone Ondemand Inc.
05.2021 - 06.2021
- Managed customer relationship by delivering prompt responses to questions.
- Resolved system and customer issues by troubleshooting and providing effective solution.
- Tested product components to identify root cause of issues.
- Planned and led technical training session to boost technical knowledge.
TCSA (AWS Enterprise Support)
Amazon Web services
10.2020 - 04.2021
- To help AWS customers who are on enterprise support such as Netflix and others. Enterprise AWS customer open support case, these cases are routed to associates to work on. Typically billing, account related queries including generally guidance about various AWS services are addressed via support tickets.
- Onboarding of AWS customers to enterprise support-It involves introducing tools covered under enterprise support to customer and help them with best practices typically via video conference call.
- Few AWS enterprise accounts are assigned to associates to offer dedicated support to them. It involves addressing all billing, account related queries by involving appropriate share holders if needed.
- To work as on call on certain days in a week to perform queue management in addition to regular work. It make sure that support cases opened are resolved with SL agreement.
- To Identify process gaps, work on it to improve the process and publish it as internal document by contacting appropriate team.
Risk Investigator (SES and SMS)
AWS (Amazon Web Services) Trust And Safety
03.2019 - 10.2020
- Handling customer concerns/request regarding two AWS services SES (simple email service) and SMS (short messaging service)
- In addition to regular work I'm part of team that manages work flow (Assigning work to different investigators)
- Assumed responsibilities of senior risk investigator: I have completed training for all the work type that we handle such as regular customer contact, ticket queries and troubleshooting. This resulted in quickly assuming the role of senior investigator.
- I'm also second opinion provider: Role of second opinion reviewer is to help investigators who need help in particular situation be it a customer contact or process related help.
- I'm POC for various inter-team communication: One such example is, as POC for premium support team, I handle request/queries from technical team who need help related to the work that customer service team does.
- I have been entrusted the work to keep and maintain SLA. We have many different teams and It's important that we meet SL agreements for these teams. As a part of this work, I make sure that investigators are assigned appropriate work type basis the SLA requirements.
- Identifying process loopholes, deficiencies and suggesting appropriate improvements.
- Handling customer escalations.
Interim Resolution Specialist
Amazon Development Center
10.2018 - 03.2019
- Provided effective on floor process assistance to the group
of 9-15 aligned associates. Additionally supported various
businesses of Amazon apart from Amazon.com such as
Amazon.in - My work as interim resolution specialist involved maintaining Aligned associates performance parameters.
- Conduct daily huddle to update them of any process changes and to discuss overall team performance.
- Provide one on one support to associates that needed help in process knowledge and communication skill.
- In addition to that, performed quality audits daily to make sure that process is being followed by associates.
- Provided email, chat and Phone supervisor support to the customer whenever needed.
Customer Service Associate
Amazon Development Center
06.2017 - 09.2018
- Managed customer relations and customer service through daily communication and interaction.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Escalating identified problems to the appropriate teams.
- I was part of IN- customer service team as well US-customer service team.
- Identifying various process related issues and hurdles and suggesting improvements.
- Effectively providing support via various mediums such as chat, email and phone.
Education
Master of Technology - Science Education
G.H. Raisoni College Of Engineering
Nagpur 2015.07 - 2017.05
Skills
Networking
Process improvement
Troubleshooting
Risk Assessment
Cloud computing
Accomplishments
- Quality score analysis for mangers span over a period of one month resulted in improved quality score and ultimately good quality work.
- Continuous suggestion of process related improvement
- I have won many awards for my contribution to the team and business.
Additional Information
I have interest in mathematics and medium knowledge of Excel and SQL. I prefer to spend the free time playing table tennis.
Certification
AWS cloud practitioner
Timeline
Director
Palaskar Classes
09.2021 - 01.2025
Product Support Engineer
Cornerstone Ondemand Inc.
05.2021 - 06.2021
TCSA (AWS Enterprise Support)
Amazon Web services
10.2020 - 04.2021
Risk Investigator (SES and SMS)
AWS (Amazon Web Services) Trust And Safety
03.2019 - 10.2020
Interim Resolution Specialist
Amazon Development Center
10.2018 - 03.2019
Customer Service Associate
Amazon Development Center
06.2017 - 09.2018
Master of Technology - Science Education
G.H. Raisoni College Of Engineering
2015.07 - 2017.05
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