Headline

Support Operations Specialist at Amazon | Process Optimization & Root Cause Analysis | SQL & Tableau (Analytics Projects) | MBA, Finance & Operations

About

Support Operations professional with 4+ years managing high-volume customer operations at Amazon — investigating 500+ cases monthly, building audit-ready reporting frameworks, and using root-cause analysis to cut process bottlenecks by 25%. Alongside operational delivery, I've supported team growth by helping recruit and mentor new team members on SOPs and best practices. Outside my core role, I've built hands-on analytics skills through self-directed and academic projects: an interactive Tableau KPI dashboard (personal project, 90% engagement lift) and a forecasting & inventory optimization project using SQL, which identified $300,000 in projected annual savings. I hold an Executive MBA in Finance & Operations from Symbiosis Institute of Business Management, strengthening my ability to connect data insight to business strategy. What I bring: 📊 SQL & Tableau — applied through academic and personal projects in dashboarding and forecasting 🔍 Root cause & risk analysis — translating operational anomalies into process fixes 🤝 Recruitment & mentoring — onboarded and coached new team members on processes and SOPs 📝 Requirements documentation & SOPs — making analysis actionable for teams Open to Business Analyst, Data Analyst, and Process/Program Analyst roles. Let's connect.

Location

Bengaluru

Work experience

Support Operation Specialist at Amazon, Nov 2024 - Present · 1 yr 11 mos, I excelled in delivering exceptional operational support, significantly enhancing customer experience and team efficiency. • Responded to and resolved customer inquiries, maintaining accurate records and tracking support tickets. • Developed and maintained documentation for standard operating procedures, ensuring consistency and compliance. • Participated in team meetings to share knowledge and contribute to process improvements, fostering a collaborative environment.

Machine learning data Associate at Amazon, Nov 2022 - Nov 2024 · 2 yrs 1 mo, I effectively managed data processes to support machine learning projects, ensuring high standards of data quality and consistency. • Conducted quality checks and anomaly detection across 300+ ML pipeline outputs monthly, identifying high-risk discrepancies and maintaining 98% accuracy in audit-ready documentation • Standardized investigation frameworks across 18+ workflow stages, improving consistency by 30% and case-handling efficiency by 25% • Collaborated with 5+ cross-functional teams to resolve escalations and share best practices, improving workflow efficiency by 25% and reducing onboarding time by 30%

Customer Service Representative at Sutherland, Jun 2022 - Nov 2022 · 6 mos, Kerala, India, I successfully enhanced the customer experience at Sutherland through effective issue resolution and relationship building. • Resolved 500+ customer interactions, identifying complaint trends through root-cause analysis to drive faster resolutions and sustain a 99% CSAT score • Enhanced reporting accuracy by 35% using Excel, supporting identification of operational trends from customer feedback data • Updated SOP documentation and managed monthly workflow records with 98% accuracy

Education

Master of Business Administration - MBA, Business Administration and Management, General, Symbiosis Institute of Business Management (SIBM) Bengaluru

Bachelor of Commerce - BCom, Tourism and Travel Services Management, Bharata Mata College - India