Vishnu V. Email & Phone Number

India

Hyderabad, Telangana, India

Led project launches, process improvement and budget management, and quality control initiatives, focusing on data-driven and analytical decisions for global ticketing operations and customer privacy within Amazon Device, Digital and Alexa Services domain. • Coordinated with cross-functional team to deliver 26+ high-impact projects annually, ensuring data-driven insights guided project outcomes.• Tracked and analyzed business metrics weekly using Tableau, identifying trends and implementing corrective actions to meet KPI targets.• Implemented a new global promo-code system for Amazon Music service, identifying process gaps and optimizing code distribution, contributed to $123K+ in annual savings and a 168% ROI for the financial year 2022-23.• Led fraud detection initiative for Twitch Prime service resulting in a reduction of fraudulent accounts by 28% and fraud incidents by 30%.• Improved team efficiency by 40-50% through SOP updates and workflow automation, saving 28 days annually on resolution delays.• Applied data insights to resolve high-priority escalations related to Alexa AI privacy and UX issues reducing escalation volume by 70%.• Directed a team of 10 to achieve 96% efficiency in ticketing operations, leveraging performance data to drive continuous improvement.

Pune, Maharashtra, India

Provided high-level technical support, service quality enhancement, and team leadership and training to ensure exceptional customer satisfaction and efficient operations.• Achieved 90% customer satisfaction scores by implementing a new ticket prioritization system, reducing average resolution time by 20%.• Resolved 85% of high-level customer escalations through effective de-escalation techniques and CRM system management.• Utilized data reporting to track customer issues providing valuable feedback to the product team to improve Amazon services, aligning support with evolving customer needs.• Led a peer mentoring and coaching program, reducing onboarding time by 23% and improving service quality.• Oversaw daily performance reports, identifying bottlenecks and implementing process changes improving team performance by 15%.

Pune, Maharashtra, India

Supported Amazon’s Digital, Device, and Alexa services customers with a data-oriented approach to troubleshoot issues and enhance customer satisfaction through actionable insights.• Provided technical support for Amazon Digital, Device and Alexa services, achieving a 95% first-contact resolution rate and 4.8/5 customer satisfaction.• Managed a high volume of customer interactions, leveraging data insights to reduce resolution time by 30%, ensuring efficient service.

Pune Area, India

As a freelance content writer with a strong command of the English language, I have crafted engaging and informative content for clients across diverse sectors, including pharmaceuticals, technology, and entertainment. This venture into freelance writing, undertaken during my academic years, was a valuable foray into the professional world, allowing me to explore and refine my writing skills while successfully delivering compelling narratives and insightful blogs.

Master Of Arts - Ma, English Language And Literature/Letters

Bachelor Of Arts - Ba, English Language And Literature