Summary
Overview
Work History
Education
Skills
References
Awards
Timeline
Generic

SRAVANI N

Chennai

Summary

Detail-oriented Real-Time Analyst with 4+ years of experience in workforce operations and seller support at Amazon. Skilled in real-time monitoring, iRTA automation, and data-driven staffing decisions. Recognized for process improvements and training effectiveness. Proficient in Excel, SQL, Power BI, and NICE DoJo.

Overview

7
7
years of professional experience

Work History

Real-Time Analyst (Workforce Management)

Amazon
Chennai
11.2022 - Current
  • Monitored real-time call volumes, agent availability, and adherence using NICE DoJo to ensure SLA compliance.
  • Analyzed performance metrics and generated daily reports to drive operational decisions.
  • Executed intraday schedule adjustments to optimize staffing based on live queue performance.
  • Automated iRTA correction processes, reducing manual effort and improving data accuracy.
  • Trained new hires on workforce management tools and protocols, improving onboarding efficiency.
  • Collaborated with operations and team leads to proactively manage staffing gaps and service risks.

Seller Support Associate

Amazon
Chennai
11.2020 - 11.2022
  • Resolved seller queries across multiple domains, improving satisfaction and response time.
  • Documented common issues and developed knowledge base articles to streamline support.
  • Partnered with internal teams for escalations and complex issue resolution.
  • Received multiple R&R awards for consistent top-tier performance.

Graduate Trainee (Customer Support)

Cognizant Technologies
Chennai
06.2018 - 04.2019
  • Provided end-to-end customer support for Loblaws, maintaining high satisfaction ratings.
  • Educated customers on product features and resolved issues effectively.

Education

Bachelor of Science - Physics

Meenakshi College for Women
Chennai
05.2018

Skills

  • Workforce Management: NICE DoJo, Real-time queue monitoring, Intraday scheduling, Adherence tracking
  • Analytics Tools: Advanced Excel (PivotTables, Power Query, Macros), Intermediate SQL, Power BI (basic DAX, visualizations)
  • Reporting & Automation: SLA reporting, KPI dashboards, Excel automation, Trend analysis
  • Soft Skills: Attention to detail, Real-time decision-making, Communication, Cross-functional collaboration

References

Available upon request.

Awards

Shining Star Award – Q1 2025, Amazon For automation improvements in iRTA processes and training new WFM hires., Multiple R&R Awards – 2020 to 2022, Amazon Seller Support For consistent high performance and contributions to process excellence.

Timeline

Real-Time Analyst (Workforce Management)

Amazon
11.2022 - Current

Seller Support Associate

Amazon
11.2020 - 11.2022

Graduate Trainee (Customer Support)

Cognizant Technologies
06.2018 - 04.2019

Bachelor of Science - Physics

Meenakshi College for Women

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