Seeking a challenging role in a reputable organization to apply and grow my skills and knowledge. Strong communicator with attention to detail and flexibility to work in any environment. Experienced in customer service and coordination, skilled in resolving inquiries efficiently and ensuring customer satisfaction. A reliable team player with strong problem-solving, multitasking abilities, and a positive attitude.
Hi, I’m
Vineetha Vijayan
Product Support Analyst
Kochi
Summary
Overview
3
years of professional experience
2
Certifications
5
Languages
Work History
Sutherland Global Services
Process: Amazon SDS – Driver Support (Voice – UK) & Customer Support (Chat – North America & UK)
06.2025 - 01.2026
Job overview
- Provided end-to-end driver support for Amazon SDS (UK voice process), assisting delivery partners with route issues, app navigation, payment queries, and on-road challenges.
- Handled high-volume inbound voice calls while maintaining strong customer satisfaction, and adherence to Amazon quality standards.
- Delivered real-time problem resolution for drivers, minimizing delivery delays, and improving operational efficiency.
- Supported Amazon customer service chat process for North America and the UK, resolving order, delivery, account, and payment-related concerns.
- Demonstrated strong written communication skills through clear, concise, and empathetic chat interactions.
- Consistently met or exceeded KPIs, including AHT, CSAT, quality scores, and compliance metrics.
- Used multiple internal tools and CRM systems simultaneously to document interactions and track case resolutions accurately.
- Followed SOPs, data privacy, and security guidelines in line with Amazon and Sutherland policies.
- Adapted communication style to suit regional customers (UK and NA), ensuring cultural sensitivity and clarity with the team and associates.
Newage Software and Solutions
Product Support Analyst (IT Application Support)
09.2022 - 07.2024
Job overview
- Experienced in application support, troubleshooting, and process optimization.
- Skilled in analysing system issues and providing technical support.
- Collaborates with cross-functional teams to ensure seamless operations.
- Proficient in SQL queries, ERP systems, and ticketing tools (ServiceNow, JIRA).
- Experienced in API troubleshooting for resolving system-related challenges.
- Adept at user training, documentation, and workflow automation to enhance efficiency.
- Strong ability to manage incidents, monitor system performance, and support logistics applications.
- Focused on improving operational effectiveness through technical solutions.
Newage Software and Solutions
Customer Service Coordinator
09.2022 - 07.2024
Job overview
- Experienced in pricing, quoting shipments, order processing, shipment tracking, and client relationship management.
- Proficient in ERP and CRM systems for managing customer data, processing orders, and tracking shipments.
- Managed customer inquiries, complaints, and service requests, ensuring timely resolution and customer satisfaction.
- Coordinated with internal teams (sales, logistics, and technical support) to streamline service delivery and improve response times.
Education
Sree Krishna CollegeAriyanur, Kerala
Bachelors from Functional English
University Overview
Our Own English High SchoolSharjah, UAE
Completed Schooling
University Overview
Skills
Logistics & Supply Chain Management
Certification
Certified Shipping & Logistics Professional, Logwiz Institute of Shipping & Logistics
Contact Number
Contact Number
91, 9400344090Personal Information
Personal Information
- Date of Birth: 14-02-2000
- Gender: Female
Timeline
Process: Amazon SDS – Driver Support (Voice – UK) & Customer Support (Chat – North America & UK)
Sutherland Global Services
06.2025 - 01.2026
Product Support Analyst (IT Application Support)
Newage Software and Solutions
09.2022 - 07.2024
Customer Service Coordinator
Newage Software and Solutions
09.2022 - 07.2024
Our Own English High School
Completed Schooling
Sree Krishna College
Bachelors from Functional English