Bharath Arroju
Columbus,OH
Summary
Customer-focused and data-driven professional with proven experience in data analytics and chat-based customer service. Adept at analyzing complex datasets, building dashboards, and resolving customer concerns with empathy and precision. Known for delivering high-quality support, strong teamwork, and exceeding performance targets in fast-paced environments. Recognized for integrity, dependability, and a proactive approach in both customer service and technical roles.
Overview
5
5
years of professional experience
Work History
Specialist Customer Service Representative
Amazon Development Center
Hyderabad, India
05.2020 - 07.2023
- Provided exceptional chat-based customer support addressing post-purchase issues like product damage, delivery delays, replacements, and refunds while sustaining a CSAT score of 95%+.
- Managed 80–100 customer chats daily, ensuring resolution accuracy and first-contact resolution (FCR) within service level agreements.
- Utilized Salesforce and internal Amazon CRM tools for case tracking, customer history logging, and follow-up handling.
- Collaborated with Logistics, Warehouse, and Tech Support teams to drive timely resolution of escalated issues.
- Sustained, detailed documentation of recurring issues to enhance the knowledge base and minimize repeat contacts.
- Developed and implemented specialized procedures for customer service operations.
- Researched and analyzed customer feedback to identify areas for improvement.
- Recognized as a top performer for exceeding quality standards, communication effectiveness, and professionalism.
Data Analyst
Turnix Technologies
Hyderabad, India
09.2018 - 03.2020
- Gathered, purified, and examined datasets to enhance operational strategies and elevate decision-making across teams.
- Utilized advanced analytics tools such as SAS, SPSS, Excel PowerPivot, to manipulate large volumes of structured and unstructured data sets.
- Built visualizations that enabled users to quickly interpret results from complex analyses.
- Built dashboards and performance reports using Power BI and Excel, enabling data visibility for key metrics.
- Automated routine reports and data extraction, reducing manual effort by over 30%.
- Conducted root-cause analysis on performance issues, providing actionable recommendations to leadership.
- Collaborated with cross-functional teams to define data requirements for tailored analytical solutions.
- Received internal recognition for consistently delivering high-quality output and exceeding expectations.
- Leveraged SQL queries to extract, transform and load data into databases.
Education
Master of Science - Information Technology
Franklin University
Columbus, OH05.2025
Bachelor of Technology - Computer Science
Vignan’s Institute of Technology and Science
India05.2018
Skills
- Data analysis and visualization
- Customer support via chat and email
- CRM tools expertise
- Power BI proficiency
- Excel skills
- Tableau expertise
- Product troubleshooting
- KPI and SLA monitoring
- Conflict resolution and escalation handling
- Technical reporting and documentation
- Time management and multitasking
- Cross-functional collaboration
- Analytics tools knowledge
- CRM platform experience
- Office software proficiency
Operating systems' familiarity
Accomplishments
- Achieved and maintained a 98%+ CSAT score for six consecutive months at Amazon
- Received 'Top Performer' recognition for support quality and timely resolutions
- Reduced handling time by 20% by improving response flow and case management
- Recognized at Turnix for accuracy, reliability, and a strong team-first approach
Project
Capstone Project: Voice-Activated Personal Assistant for Elderly Care
Franklin University, 2024–2025
Capstone Project: Voice-Activated Personal Assistant for Elderly Care
Franklin University, 2024–2025
· Designed and presented a smart, voice-enabled assistant to address accessibility challenges among elderly individuals.
· The system supports features like medication reminders, emergency alerts, schedule management, and weather updates using AI and natural language processing.
· Developed multiple system diagrams: use case, context, hardware, and cloud infrastructure, showcasing data flow and architecture.
· Ensured HIPAA, GDPR, and ADA compliancefor handling sensitive health data.
· Conducted cost-benefit analysis, calculated ROI, NPV, and mapped a project timeline with deliverables.
· Delivered final presentation with slide deck covering technical risks, user personas, caregiver integration, and business alignment.
· Highlighted project alignment with inclusive technology goals, independence for seniors, and enhanced caregiver support.
Personal Information
Availability
Immediate or as per company requirement
Timeline
Specialist Customer Service Representative
Amazon Development Center
05.2020 - 07.2023
Data Analyst
Turnix Technologies
09.2018 - 03.2020
Master of Science - Information Technology
Franklin University
Bachelor of Technology - Computer Science
Vignan’s Institute of Technology and Science
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