Kalai Amuthan
Chennai
Summary
Results oriented Technical Support Engineer with a proven track record in enhancing seller support through process improvements and team leadership. Excelled in handling emails and chats, significantly improving case handling times. Skilled in data analytics tools like SQL, Python Pandas. Known for exceptional mentoring abilities and strong communication skills, consistently prioritized customer satisfaction and team performance.
Overview
2
2
years of professional experience
Work History
Seller Support Associate
Amazon
07.2022 - Current
- Handled more than 12000 email cases and 1000 chats helping sellers with their issues and process.
- Raised 22 Gembas and got 13 approved(Process Improvement Tickets).
- Managed high volume of daily cases, ensuring timely resolution for optimal seller experience.
- Improved case handling time by effectively prioritizing tasks and utilizing available resources. Maintained ACHT below 12 minutes throughout the tenure.
- Utilized data-driven insights to identify trends in seller issues, informing process improvements within the team.
- Assisted in implementing new tools and software designed to enhance overall support efficiency.
- Collaborated with cross-functional teams to address seller concerns and improve support processes.
SPS-Subject Matter Expert(Seasonal)
Amazon
08.2023 - Current
- Mentored junior team members on seasonal basis as per requirement.
- Handled 10 batches of 8 associates each. Trained associates in internal skills such as Marketplace, Incorrect information on detail page, UPC, Payments and Brand Registry.
- Enhanced team performance by providing expert guidance on case management while meeting ACHT goals.
- Helped associates to improve the First time resolve rate while reducing the number of reopens.
- Established best practices for knowledge sharing by working extensively in the field.
Education
Bachelor of Engineering - Civil Engineering
College of Engineering Guindy, Anna University
Chennai, India04-2017
Skills
- Knowledge of ticketing systems
- Experience with process standardization
- Strong communication and interpersonal skills
- Time management skills
- Positive Proficiency in programming languages like Python
- Worked in data analytics tools like SQL, Pandas and Excel
- Ability to handle multiple tasks simultaneously Have experience handling 2 chats and an email simultaneously
- Ability to work under pressure
- Knowledge of software bug identification and resolution
- Analytical thinking
- Customer service skills
- Technical writing skills
- Knowledge of IT infrastructure
Timeline
SPS-Subject Matter Expert(Seasonal)
Amazon
08.2023 - Current
Seller Support Associate
Amazon
07.2022 - Current
Bachelor of Engineering - Civil Engineering
College of Engineering Guindy, Anna University
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