Saravanakumar B
Chennai
Summary
Experienced across diverse domains, with a keen understanding of how organizations uniquely operate to fulfill their objectives. Recognized for meticulous attention to detail and consistently delivering results that surpass expectations. Eager to apply proven expertise while continuously acquiring new skills and knowledge.
Overview
9
9
years of professional experience
1
1
Certification
Work History
KDP Senior Support Analyst
Amazon Development Centre, India
06.2020 - 09.2025
- KDP Support Analyst: June 2020
- Joined as L3 agent in Kindle Direct Publishing with primary focus on handling publishers phone calls and email communication. In this level, we help with basic publishing procedures and investigate on the obstacles reported by the clients. Transfer to appropriate teams when needed.
- Met the KPI metrics consistently and also achieved Top performer phone/email position multiple times in monthly Rewards & Recognition for our site.
- Participated in Chat medium pilot batch testing. Provided various feedbacks and suggestion to dev team during the launch.
- KDP Snr. Support Analyst: May 2022
- Promoted to Tier 2 role which handle slightly complex customer issues like payments, formatting, Sales reports. Etc.
- Collaborated with learning & facilitating team and took the role of Subject Matter Expert to guide new joiner’s in understanding our process easily.
- Identified Chat attachment issue, SOP gaps and blurb correction which helped the organization in both cost reduction and improving case handling time.
- KDP Snr. Support Analyst: Escalation Specialist: June 2023
- In this role, we work on high prioritized or recurring publisher issues. We dive deep to identify the route cause of given concern. We try to replicate the issue to understand the potential impact and Work with other respective teams for getting a permanent solution. When no immediate solution can be provided, we make sure to follow up and highlight them on future developments.
- Pre-Pub Reviewer - KDP Books Risk Management : Mar 2024
- BRM department holds various responsibilities like Content reviewing, Identifying fraudulent activity in accounts, Managing communication and applies from publishers side. Each will be handled by respective teams. Pre-pub rights team focus on topics like Copyright Infringement, Metadata Impersonation and Metadata field abuse.
- Once we review the book, we decide whether the content gets published, blocked for any violation or needs transfer for a deep dive analysis with different team.
- Feb 2025 : Moved back to the original team and again continued to work on escalation level.
Alarm monitoring
ARDOM Telecom Pvt Ltd.
10.2017 - 02.2018
- This team monitors the status of Mobile Towers all over the tamilnadu. We will be closely observing the status for the tower’s present status and any possibility of technical issues.
- If any we will update the assigned technicians immediately. Also we collect aftermath reports from the technician about the incident. This helps to keep us ahead of any future mishaps.
Junior Programmer
Soft Source Technologies
09.2016 - 09.2017
- Our organization was maintaining Public Relation website for Tamil Nadu state government. Our team had the responsibility to update the website periodically based on the government events which involves CM and other cabinet ministers.
- Our activities include working on Data updating, server monitoring, 24x7 on premise support for site maintenance.
Education
B.E. - Electronics and Communication Engineering
Sakthi Mariamman Engineering College
Chennai, Tamil Nadu04.2016
Skills
- Customer service
- Management Experience
- Microsoft word
- JavaScript
- CSS3
- Spark
- Hadoop
- Hive
Accomplishments
Received Top performer various time in the monthly RnR(Rewards and Recognition) during my time with Amazon.
Contributed to the annual savings through various process improvements.
Working as pilot team during few launches and provided various inputs.
Certification
Data Engineering
Languages
English, Tamil, Hindi, Telugu
Timeline
KDP Senior Support Analyst
Amazon Development Centre, India
06.2020 - 09.2025
Alarm monitoring
ARDOM Telecom Pvt Ltd.
10.2017 - 02.2018
Junior Programmer
Soft Source Technologies
09.2016 - 09.2017
B.E. - Electronics and Communication Engineering
Sakthi Mariamman Engineering College