Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Work Availability
Timeline
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Sulthan Akber

Coimbatore

Summary

Dynamic Senior Technical Support Engineer with a proven track record at Exterro R & D, excelling in system performance monitoring and customer relationship management. Spearheaded cross-functional initiatives, enhancing compliance and service delivery. Adept at training teams and resolving escalations, driving continuous improvement in customer satisfaction and operational efficiency.

Overview

8
8
years of professional experience

Work History

Senior Technical Support Engineer

Exterro R & D Private Limited
Coimbatore
03.2023 - Current
  • Monitored system performance metrics to identify areas for enhancement.
  • Analyzed system logs for errors and anomalies indicating potential security breaches.
  • Developed customer relationships through superior service delivery.
  • Participated in training sessions to remain current with new technologies.
  • Ensured compliance with internal information security policies and procedures.
  • Collaborated with IT Operations, Infrastructure Services, and Development Teams on cross-functional initiatives.
  • Created technical documentation for existing systems and processes to support knowledge sharing.
  • Provided after-hours technical support to maintain 24/7 system availability.

Team Lead – Catalog Lead

Amazon Development Centre
Bangalore
01.2022 - 02.2023
  • Led cross-functional team in global compliance operations, ensuring adherence to regulations.
  • Delivered Weekly Business Reviews (WBRs), tracked KPIs, and escalated critical issues.
  • Mentored team members in business communication and conflict resolution skills.
  • Coordinated stakeholder calls and managed global email support for effective collaboration.
  • Resolved escalated customer complaints promptly to maintain satisfaction.
  • Conducted performance appraisals, providing constructive feedback and identifying improvement areas.
  • Delegated daily tasks to enhance productivity and optimize team performance.
  • Trained new hires on processes and procedures, supporting smooth onboarding.

Resolution Specialist – Customer Support

Amazon Development Centre
Coimbatore
01.2018 - 01.2023
  • Oversaw support quality, agent performance, and escalations across teams to enhance service delivery.
  • Led training programs and daily performance tracking for continuous improvement.
  • Streamlined processes and optimized call/email resolutions while maintaining key performance metrics.
  • Provided comprehensive training sessions for new hires on effective customer complaint resolution.
  • Analyzed customer data to identify behavior patterns, anticipating potential problems and formulating solutions.
  • Developed action plans to resolve high-priority disputes swiftly while ensuring excellent customer service.
  • Identified root causes of customer concerns, documenting all resolution steps taken for accountability.
  • Conducted quality assurance reviews of final resolutions before communication with customers or stakeholders.

Customer Service Associate (Email Support)

Amazon Development Centre
Coimbatore
09.2017 - 01.2018
  • Resolved customer queries via Outlook and phone with full ownership of outcomes.
  • Collaborated with internal teams to address tickets and enhance customer satisfaction.

Education

BBA - Management

Hindusthan College of Arts And Science
Coimbatore, India
04-2013

Skills

  • System performance monitoring
  • Error analysis
  • Technical documentation
  • Customer relationship management
  • Regulatory compliance
  • Cross-functional collaboration
  • Escalation management
  • Team leadership
  • Stakeholder communication
  • Employee training
  • Ticketing systems: Jira, Freshdesk
  • Tools and platforms: Exterro Legal Hold, ECM, Matter, In-place preservation
  • Office applications: Excel, Outlook, Word, remote support tools
  • APIs and integrations: Troubleshooting and support exposure

Accomplishments

  • Customer Obsession Award – Recognized in 2018 for consistently delivering exceptional customer service and upholding Amazon’s core value of customer centricity.
  • Outstanding Employee of the Year – 2019 – Honored for exceptional performance, leadership, and contributions to team success.
  • Best Dart Resource – 2021 – Awarded for excellence in performance, ownership, and reliability in handling Dart-related responsibilities.

Languages

English
First Language
Tamil
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Technical Support Engineer

Exterro R & D Private Limited
03.2023 - Current

Team Lead – Catalog Lead

Amazon Development Centre
01.2022 - 02.2023

Resolution Specialist – Customer Support

Amazon Development Centre
01.2018 - 01.2023

Customer Service Associate (Email Support)

Amazon Development Centre
09.2017 - 01.2018

BBA - Management

Hindusthan College of Arts And Science

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Sulthan Akber