Yashwanth Chepoori
Digital & Devices Ticketing Resolution Investigator
Hyderabad
Summary
Results-driven operations and Root Cause Analysis (RCA) professional with 8 years of experience at Amazon across escalation management, process improvement, operations leadership, and Trust & Safety functions. Skilled in handling high-complexity investigations, identifying operational gaps, analyzing recurring issues, and driving continuous improvement initiatives through data-backed insights.
Experienced in stakeholder collaboration, quality and productivity management, escalation resolution, and operational excellence across global marketplaces. Strong background in process optimization, issue resolution, and cross-functional coordination supported by Lean Six Sigma principles and business analytics knowledge.
Overview
8
8
years of professional experience
3
3
Languages
Work History
D2 Ticketing Resolution Investigator
Amazon
05.2026 - Current
- Analyzed data trends and patterns to identify potential risks and improve operational efficiency.
- Collaborated with cross-functional teams to support resolution of investigative findings and implement corrective actions.
- Documented investigation processes and outcomes to maintain accurate records for compliance audits.
Annotation Analyst – D2AS OCP
Amazon
07.2025 - 05.2026
- Analyzed Alexa+ customer interactions to detect response failures, policy violations, and sensitive content risks in medical, political, abusive, and bias-related areas.
- Implemented trust and safety policies to deliver accurate judgment decisions and uphold responsible AI behavior.
- Communicated critical findings to domain and engineering teams, aiding in response quality enhancements and recurrence mitigation
- Coordinated with cross-functional teams to boost AI system efficiency and improve customer satisfaction
- Sustained exceptional accuracy and productivity benchmarks during execution of large-scale annotation and analysis workflows.
Concession Abuse Prevention (CAP) – Team Manager
Amazon
06.2024 - 07.2025
- Supervised multiple teams in high-volume operations settings, each comprising 20 or more associates, guaranteeing steady performance across productivity and shrinkage metrics.
- Led a team of 24 new hires and achieved a 96% conversion to permanent roles through structured coaching, mentoring, and performance management.
- Monitored operational metrics, prepared performance reports, and shared data-driven insights with leadership teams.
- Drove continuous improvement initiatives focused on operational efficiency, associate performance, and quality enhancement.
D2AS Advanced Technician
Amazon
04.2021 - 06.2024
- Acted as a Tier-3 escalation specialist, handling high-complexity cases across Amazon’s digital and devices ecosystem, including Prime Video, Alexa, Fire TV, Kindle, Appstore, and Twitch.
- Owned end-to-end resolution of critical customer escalations raised from frontline support teams.
- Conducted deep-dive investigations and collaborated with internal stakeholders to identify recurring issues and improve operational workflows.
- Participated in the pilot batch of the Ambassador of Innovation (AOI) program, involving Gemba sessions and operational activities to improve product understanding and associate effectiveness.
- Contributed to AC3 tool enhancement initiatives by identifying workflow gaps and recommending process improvements.
- Participated in user interface research studies focused on improving device troubleshooting tools and operational solve cards.
- Represented Advanced Technicians in round table discussions with the D2AS Vice President, and collaborated with program managers to identify major customer pain points.
- Worked on 'Targeted Gemba' initiatives for Message Us contacts to identify root causes behind parked contacts, and recommend process improvements to reduce parking rates.
- Contributed to HMD, Mining Dive Deep, and RAP Improvement Mining initiatives focused on identifying operational gaps and improving quality metrics.
- Recognized multiple times as Performer of the Month and Performer of the Quarter for maintaining high quality and productivity standards.
- Maintained top stack ranking site-wide throughout my tenure as an Advanced Technician.
Digital & Devices Technical Support Associate
Amazon
08.2018 - 04.2021
- Delivered multi-channel technical support (voice, chat, and email) for Amazon devices and digital services across US, UK, and IN marketplaces, enhancing customer experience.
- Resolved diverse customer issues related to Fire TV, Alexa, Kindle, Prime Video, and Appstore services, contributing to improved customer satisfaction.
- Consistently achieved quality, productivity, and customer satisfaction targets.
- Guided peers as Subject Matter Expert (SME) and facilitated escalation handling and issue resolution, strengthening team knowledge and efficiency.
Education
MBA - Business Analytics
Amity University
Noida, India 04.2001 -
Bachelor of Technology - Electrical, Electronics And Communications Engineering
TKR College Of Engineering & Technology
Hyderabad, India 04.2001 -
Skills
- Amazon Ticketing & Resolution Tools
- Escalation Management
- Root Cause Analysis (RCA)
- Problem Solving & Investigations
- Reporting & Operational Dashboards
- Data Analysis
- Process Improvement & Operational Excellence
- Quality & Productivity Management
- Trust & Safety Operations
- MS Office Suite, MS Excel
- Tableau (Academic Exposure)
- Internal Workflow & Management Tools
- Stakeholder Collaboration
- Team Leadership & Coaching
Timeline
D2 Ticketing Resolution Investigator
Amazon
05.2026 - Current
Annotation Analyst – D2AS OCP
Amazon
07.2025 - 05.2026
Concession Abuse Prevention (CAP) – Team Manager
Amazon
06.2024 - 07.2025
D2AS Advanced Technician
Amazon
04.2021 - 06.2024
Digital & Devices Technical Support Associate
Amazon
08.2018 - 04.2021
MBA - Business Analytics
Amity University
04.2001 -
Bachelor of Technology - Electrical, Electronics And Communications Engineering
TKR College Of Engineering & Technology
04.2001 -