Arjun Innocent
Technical Customer Service Specialist
Mananthavady
Summary
A talented, dynamic and resourceful professional seeking a rewarding career opportunity in a competitive environment. Nearly 6.75 years of progressive experience in cloud support, customer experience and content improvement for Indian and global markets. Enthusiastic to gain experience in Technical Support, Account Management or Program Management
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
7
7
years of professional experience
2012
2012
years of post-secondary education
Work History
Technical Customer Service - Specialist L4(Escalations)
Amazon Web Services
06.2024 - Current
- Handling complex and escalated cases from Accounts and Billing team which needs extensive research and deep dive for resolution
- Assist builders with appropriate steps and process when they raise an SME ticket for queries related to Reserved Instance, Savings Plan, Credit and Rebill, Organization accounts
- Handles EC2 limit increase requests raised by Billing, Support Engineering and Sales team
- Reviews billing adjustment requests within the range of 500$-2500$
Team Manager (IC2M)- Marketplace & Route 53
Amazon Web Services
10.2023 - 06.2024
- Manage a set of builders providing assistance at the right time to make sure business goals are met
- Auditing negatively rated and random cases to assess quality of the service delivered to customers
- Conducting bi-weekly one-o-one’s to track employee career progress, share feedback and coaching
- Handling supervisor and last word cases where customer explicitly requested Manager intervention
- Presenting Weekly and Monthly Business Reports of my team’s performance to Senior leadership
Technical Customer Service - Specialist L4(Education Programs and T&C)
Amazon Web Services
07.2022 - 10.2023
- Investigate and solve all complex queries end to end related to AWS Education Programs
- Identify the root cause of the query and propose suitable solutions
- Develop and propose new SOPs from time to time to stay on power with the changes
- Build solutions, provide program guidance and advocate for the Education Program customers
- Identify process inefficiencies, product issues and provide input to the knowledge-based articles
- Understand Program attributes and apply to solve customer problems
- Able to manage teams’ performance through data visualization (Excel), troubleshooting and unlock bottlenecks
- Is a subject matter expert for AWS educational program (AWS Educate, AWS Academy, AWS re/Start, AWS Spark)
- Ensuring that our customers are provided timely and precise updates and solutions by scrubbing lobbies of fellow teammates
- As an SME guide peers with their process inquiries and projects
- Work and create continuous process improvements and projects site wise and globally to enhance customer and business experience
Technical Customer Service – Associate L3(Accounts and Billing)
Amazon Web Services
09.2019 - 06.2022
- Own and resolve AWS customer issues related to Billing and Account support
- Quickly assess customer issues in order to provide accurate support
- Be able to work independently, while knowing how/when to handle or escalate critical customer issues
- Act as the ‘Voice of the Customer’ while actively providing solutions to customer needs, communicating trends to product team, and suggesting innovative solutions on behalf of the customer experience
- Manage customer queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
- Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
Technical Support Associate
Concentrix
03.2018 - 09.2019
- Company Overview: Legacy Convergys India Services Pvt Ltd
- Troubleshoot any technical issues dealing with home-based Windows computers and ensured finding a resolution for customer concerns
- Deep Troubleshooting for issues related to Network File Sharing, No Boot, Printer Configuration etc
- Worked as an In Team Level 2 Engineer monitoring Level 1 technicians
- Legacy Convergys India Services Pvt Ltd
Education
B.E - Electronics and Communication
SCET (Affiliated to Calicut University)
Skills
Excellent written and oral communication
Customer retention
Report generation
Problem resolution
De-escalation techniques
Project management
Problem-solving
Critical thinking
Decision-making
Task prioritization
Complaint handling
Timeline
Technical Customer Service - Specialist L4(Escalations)
Amazon Web Services
06.2024 - Current
Team Manager (IC2M)- Marketplace & Route 53
Amazon Web Services
10.2023 - 06.2024
Technical Customer Service - Specialist L4(Education Programs and T&C)
Amazon Web Services
07.2022 - 10.2023
Technical Customer Service – Associate L3(Accounts and Billing)
Amazon Web Services
09.2019 - 06.2022
Technical Support Associate
Concentrix
03.2018 - 09.2019
B.E - Electronics and Communication
SCET (Affiliated to Calicut University)
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