Summary
Overview
Work History
Education
Skills
Timeline
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Sowjanya Wilson

Workflow Analyst
Hyderabad

Summary

Goal-oriented Workflow Analyst dedicated to meeting team performance objectives and achieving set targets. Offering 7 years of extensive experience in fields of operations, project management at Amazon. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.


Hardworking and driven professional with a passion for solving complex problems and bringing innovation to the existing solutions.


Currently working on migration of Global routing system within Amazon Customer Service from existing platform to the new AWS Connect tool.


Overview

8
8
years of professional experience
2
2
years of post-secondary education

Work History

Workflow Analyst

Amazon
Hyderabad
04.2022 - Current
  • Hardworking and driven professional with a passion for solving complex problems and bringing innovation to the existing solutions.
  • Currently working on migration of Global routing system within Amazon Customer Service from existing platform to the new AWS Connect tool.
  • Currently playing a major role in the migration of Amazon Connect from current platform for three different marketplaces.
  • Optimized tasks and procedures resulting in reduced expenses and increased efficiency.
  • Coordinated with clients and vendors to determine project scope and define timelines for completion.
  • Communicated with team members to enforce deadlines and quality standards.
  • Tested merger and liquidation procedures to streamline overall workflows with risk management and technical departments.
  • Scheduled production timelines and project milestones to foster quality and client satisfaction.

Sr. Resolution Specialist

Amazon
Hyderabad
11.2017 - 03.2022
  • Proven ability to develop and implement creative solutions to complex problems.
  • Have worked as a trainer to train Jr. Resolution Specialists.
  • Have managed teams by giving them support in the absence of Manager.
  • Worked effectively in fast-paced environments.
  • Organized and detail-oriented with a strong work ethic.
  • Strengthened communication skills through regular interactions with others.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated leadership skills in managing projects from concept to completion.

CS Associate III

Amazon
Hyderabad
08.2015 - 10.2017
  • Have been a trainer & Subject Matter Expert and assisted 4 batches to graduate
  • Have been a trainer for Bottom quartile associates to coach them to improve their performance.
  • Demonstrated interpersonal skills with a diverse customer base.
  • Demonstrated ownership to resolve challenging customer issues, escalating when necessary
  • Have won many customer obsession awards and team player awards


Education

MBA - Human Resources Management

Wesley PG College
Hyderabad
09.2021 - 08.2023

Skills

Workflow management tools

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Timeline

Workflow Analyst

Amazon
04.2022 - Current

MBA - Human Resources Management

Wesley PG College
09.2021 - 08.2023

Sr. Resolution Specialist

Amazon
11.2017 - 03.2022

CS Associate III

Amazon
08.2015 - 10.2017

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Sowjanya WilsonWorkflow Analyst