Divya Thimmaiah
Oak Park,CA
Summary
Dedicated and empathetic Customer Service and Technical Support professional with 3+ years of experience in retail and call center environments, delivering excellent customer experiences, resolving complex issues, and maintaining service excellence. Skilled in healthcare documentation systems (EHR), MS Office, and technical troubleshooting. Strong communication and problem-solving abilities with a commitment to continuous learning and team collaboration. Authorized to work in the U.S. for any employer.
Overview
19
19
years of professional experience
Work History
Retail Customer Service Associate
Amazon Fresh Retail
08.2022 - 05.2025
- Handled 50+ daily customer interactions, assisting with product inquiries, returns, and issue resolution, ensuring high customer satisfaction.
- Maintained strong attention to detail while processing transactions and addressing escalations efficiently.
- Trained 10+ new hires on store policies, POS operations, and customer engagement best practices.
- Supported rollout of Amazon Just Walk Out and Dash Cart technologies, guiding customers through tech-based checkout systems.
- Troubleshooting device connectivity and technical issues to minimize service interruptions during peak hours.
- Promoted Prime Day events and in-store campaigns, increasing customer engagement and membership sign-ups by 25%.
- Utilized AWS retail management tools for tracking inventory and reporting.
Helpdesk Support (Contractor)
J.P. Morgan Chase
01.2009 - 01.2010
- Provided Tier 1 IT support to 5,000+ users, achieving 90% issue resolution within SLA.
- Supported authentication systems (RSA SecureID, Microsoft Authenticator) and Active Directory account issues.
- Assisted users with VPN, Citrix, and domain access for critical banking platforms.
- Resolved hardware/software issues for Windows 10/11, macOS, and Office 365 environments.
Technical Support Representative
Yahoo
01.2006 - 06.2006
- Delivered inbound technical support for email and internet connectivity issues.
- Demonstrated strong communication skills and problem resolution abilities.
- Utilized MS Office Suite and Windows OS tools to document and track customer interactions.
Education
Bachelor’s Degree - Computer Science
Bangalore University
09.2001
Skills
- Inbound & Retail Customer Service
- Healthcare & Claims Support
- EHR / Data Entry / Documentation
- Technical & Helpdesk Support
- Problem Solving & Issue Resolution
- MS Office (Word, Excel, Outlook)
- Call Tracking & Ticketing Systems
- Team Collaboration & Training
Timeline
Retail Customer Service Associate
Amazon Fresh Retail
08.2022 - 05.2025
Helpdesk Support (Contractor)
J.P. Morgan Chase
01.2009 - 01.2010
Technical Support Representative
Yahoo
01.2006 - 06.2006
Bachelor’s Degree - Computer Science
Bangalore University
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