VIDHYA VEERALAXMI V
Technical Specialist
Bangalore
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
3
3
Certification
Work History
Operation Support Specialist
Amulya Infotech India Pvt Ltd.
03.2025 - 05.2025
- Provided end-to-end operational support by managing and resolving over 1,000+ customer tickets and queries within a short span of time, maintaining an average first response time under 2 hours and a customer satisfaction score (CSAT) of 95%+.
- Efficiently handled backend operations across tools including HubSpot, Intercom, Chargebee, Chargedesk, Kajabi, ClickUp, and Okta, ensuring seamless communication, billing, CRM management, and workflow automation.
- Assisted in streamlining support processes and knowledge base content, reducing ticket volume by 15% through improved self-serve documentation.
- Monitored and escalated technical issues in coordination with product and engineering teams, contributing to faster resolution of system-level bugs and outages.
- Played a key role in onboarding and supporting users across multiple platforms, helping scale operations during a rapid growth phase (20% MoM in user queries).
- Took ownership of recurring operational tasks, ensuring SLA compliance and accurate documentation of customer interactions and internal processes.
Sr. Associate – Compliance Operations
Amazon Development Centre
06.2022 - 03.2025
- Performing analysis of the products sold on Amazon.com marketplace and set testing categories for them prior shipping
- Identifying gaps in the process for better quality and bridging them through training sessions, conducting bi-weekly quizzes for process updates resulting in 15% increase in productivity
- Conducting cross-functional team collaboration sessions for better understanding of differences in the process and streamlining a common approach through training resulting in 90% customer satisfaction rate
- Specialized in 5Why Analysis to identify Root Cause of issues and performing regular update collaboration sessions across teams to identify gaps and bridging them with proper training leading to 25% reduction in errors
- Ensuring Adherence to Standardized Optimized Procedures (SOPs) develop and maintain it without any SLA misses
- Using Advanced Excel Data for analysis and Reporting with Charts and presentations for KPI monitoring and workflow analysis, inflow management
- Performing Root Cause Analysis (RCA) in case of defects and performing Preventive and Corrective Action (CAPA) for adhering to customer requirements
- Driving process excellence activities and conducting several sessions, connecting across teams and processes for impact analysis and streamlining quality operations
- Maintaining and monitoring the KPI’s for the team and self by maintaining performance using Failure Mode Effective Analysis (FMEA) in case of bottlenecks/errors
- Raising trouble tickets for grey areas and get process updates incorporated in the respective support documents
- Staying on top of business needs and managing team during stringent crisis on holidays
Customer Service Associate
Amazon Development Inc
01.2017 - 01.2018
- Provided Constant excellence in customer query handling with empathy and active listening and received live kudos on calls with customers
- Topped charts in First Contact Resolution for customers with complex queries
- Handled and raised tickets for troubleshooting orders and delivery issues
- Analyzed and resolved customer issues and worked proactively collaborating with internal teams for better customer delight
- Identified several areas of improvement and implemented changes through Gemba walk idea contribution resulting in 20% reduction in repeat queries
- Been part of pilot team of Amazon’s A-pay program testing before launch in India
- Developed and maintained strong relationship with customers
Education
MBA - Human Resources & Finance
ANNA UNIVERSITY
10-2020
Under-Graduate – ECE - Electronics and communication engineering
KAMARAJ COLLEGE OF ENGINEERING & TECHNOLOGY
01.2017
Skills
- MS Office
- Microsoft Power-BI
- Basics of Prompt - AI
- Troubleshooting
- Training and Development
- Workflow streamlining
- Operational efficiency
Certification
- Power BI for Business Intelligence by Skill Nation Academy
- Basics of Power BI by The Great Learning Academy
- BEC - VANTAGE (Business English Communication) Exam held by The Cambridge University London
Hobbies and Interests
Reading Books, Craft works and Painting, Understanding different people and culture
Awards
Recipient of the Customer Obsession Award at Amazon Development Inc., Coimbatore for the month of April 2018, Recipient of the Most Valuable Player Award at Amazon Development Inc., Coimbatore for the month of June 2018
INTERN EXPERIENCE
- HR Internship Samrat Investments, Bangalore
- Jan'22-May'22
- Responsible for End-to-End Recruitment cycle (non-technical hiring)
- Driving Social media campaign for the company’s product development and Branding
- Driving team building initiatives like weekly huddle, activity reporting, real-time employee reporting etc.
- Adhered to Six Sigma Principles in day-to-day activities which includes building a cross functional team and providing flexibility in the process
- HR Internship SigmaRed Technologies, Canada (Remote)
- May'21-Jun'21
- Designed and implemented 4DX (4 Disciplines of Execution) framework
- Designed and implemented 80/20 framework
- Contributed to developing Responsible AI offering for staffing companies
- Contributed to various HR related activities and maintaining record
Timeline
Operation Support Specialist
Amulya Infotech India Pvt Ltd.
03.2025 - 05.2025
Sr. Associate – Compliance Operations
Amazon Development Centre
06.2022 - 03.2025
Customer Service Associate
Amazon Development Inc
01.2017 - 01.2018
Under-Graduate – ECE - Electronics and communication engineering
KAMARAJ COLLEGE OF ENGINEERING & TECHNOLOGY
MBA - Human Resources & Finance
ANNA UNIVERSITY
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