Summary
Overview
Work History
Education
Skills
Accomplishments
Internal Tools
Timeline
Generic

Sindhura Gangula

Hyderabad

Summary

Dedicated technical support professional, experienced in resolving complex customer issues, and providing high-quality service for digital and device support.

Experienced in working on tickets using internal tools while reaching out to external vendors. Adaptable, collaborative, and customer-focused.

Overview

2
2
years of professional experience

Work History

Ticketing resolution and integration

Amazon
Hyderabad
07.2024 - Current
  • Provides support to front-end agents and helps in resolving customer queries through chat for multiple marketplaces.
  • Worked on tickets for all Digital and Devices using internal tools.
  • Working on Alexa-related tickets by doing research on both device side and service side using internal tools such as ATOCHA and Sensei.
  • Reaching out to external vendors for Digital and Devices-related queries and following up with CS agents on the resolution.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Worked with cross-functional teams to achieve goals.

Technical care associate

Amazon
Hyderabad
08.2023 - 07.2024
  • Assisted customers with inquiries and provided product information.
  • Supported customers through chat for the Rosetta Team (Digital and Devices).
  • Met all key performance metrics while supporting Rosetta.
  • Provided exceptional customer service, resolving customer issues effectively.
  • Escalated systematic issues to the appropriate teams by raising tickets.
  • Assisted customers with product and service-related queries.

Education

Bachelor of Technology in Computer Science And Engineering - Computer Science

Bharat Institute of Engineering And Technology
Hyderabad
06-2021

SR Junior College
Hanamkonda
04-2017

Srinidhi IIT Foundation High School
Hanamkonda, Warangal
04-2015

Skills

  • Ticket resolution
  • Technical troubleshooting
  • Time management
  • Problem solving

Accomplishments

  • Game changer award for Q4 2022 for Rosetta for meeting all the metrics
  • Game changer award for rosetta in Q1 2023

Internal Tools

  • CSC & AC3
  • D2C2
  • Music Wand
  • CS Assistant
  • Subshub
  • ATOCHA
  • Sensei
  • DMS
  • Coral
  • Ridley
  • Digital Asset Ownership
  • Digipub

Timeline

Ticketing resolution and integration

Amazon
07.2024 - Current

Technical care associate

Amazon
08.2023 - 07.2024

Bachelor of Technology in Computer Science And Engineering - Computer Science

Bharat Institute of Engineering And Technology

SR Junior College

Srinidhi IIT Foundation High School

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Sindhura Gangula