Headline

SDS Resolution Specialist (Temp L3) at Amazon | Escalation Management | Operations Support | Process Improvement

About

I am currently working with Amazon CS Operations as a Resolution Specialist (L3), specializing in handling complex escalations and identifying root causes behind recurring operational issues. Since joining in September 2024 as an SDS Associate (L2), I have consistently taken ownership of high-impact driver-related issues across payments, compliance, and operational workflows. I was converted to a permanent employee in February 2025 and later progressed into a Resolution Specialist role. My core strengths include: • Root cause analysis of recurring defects impacting driver and customer experience • Resolution of complex escalations with high ownership and accuracy • Identifying system and process gaps and suggesting improvements • Supporting team performance through coaching and knowledge sharing I have also worked as a New Hire Trainer, where I trained associates on tools, SOPs, and resolution frameworks, improving team efficiency and quality. I am now focused on roles that require deep investigation, stakeholder collaboration, and process-level thinking—where I can contribute not only by resolving issues, but by eliminating them at scale.

Location

Greater Agra Area

Work experience

SDS Resolution Specialist at Amazon, Aug 2025 - Present · 11 mos, • Handle complex driver escalations across payments, compliance, and operational defects • Perform root cause analysis to identify underlying issues and prevent recurrence • Identify recurring defects and highlight process gaps to improve resolution accuracy • Ensure end-to-end ownership of high-impact cases with focus on customer experience • Act as a support resource for associates in resolving complex queries

SDS SME at Amazon, Jun 2025 - Aug 2025 · 3 mos, • Acted as Subject Matter Expert (SME) for handling critical and complex cases • Provided real-time support and guidance to associates on issue resolution • Helped improve team accuracy by identifying common errors and corrective actions

SDS Associate at Amazon, Sep 2024 - Jun 2025 · 10 mos, Remote, • Managed driver queries related to payments, delivery issues, and account concerns • Ensured timely and accurate resolution aligned with customer experience standards • Identified recurring issues and supported team members in improving resolution quality

Education

Bachelor's degree, Science, Dr. B. R. Ambedkar University, Agra