Sahithi Reddy
Summary
Customer-focused professional with over 6 years of experience in international customer service, specializing in chat and call support for North American processes. Expertise in resolution management, team mentoring, onboarding, and workflow analysis, consistently exceeding service metrics. Analytical Workflow Analyst skilled in optimizing business procedures and implementing process improvement strategies. Proven ability to streamline operations, enhance productivity, and deliver solutions that align with business objectives.
Overview
7
7
years of professional experience
Work History
Senior Workflow Analyst – Work Authorization Team
Amazon
02.2022 - Current
- Administered onboarding for newly hired employees.
- Processed and reviewed applications for eligibility.
- Utilized HR systems to manage employee data accurately and efficiently.
Resolution Specialist / Subject Matter Expert
Amazon
07.2021 - 09.2024
- Acted as single point of contact for escalations across North American chat/call processes.
- Collaborated with quality team to enhance process improvements.
- Maintained a 90%+ CSAT score through consistent, customer-centric service.
Customer Service Associate – International Calling (North America)
HSBC
01.2024 - 04.2024
- Managed inbound international calls with focus on issue resolution and empathy.
- Delivered excellent service in a fast-paced banking environment.
- Handled confidential information with accuracy.
Subject Matter Expert – International Chat Support (North America)
Amazon
03.2019 - 07.2021
- Oversaw team chat interactions and provided live mentoring.
- Ensured KPI compliance, process adherence, and timely feedback.
- Trained new associates and handled performance escalations.
Customer Service Associate – International Chat Support
Amazon
09.2018 - 03.2019
- Handled 450+ weekly inquiries including billing, account, and technical support.
- Consistently met benchmarks for speed, accuracy, and service quality.
Education
B.Tech - Electronics & Communication Engineering
G. Narayanamma Institute of Technology
01.2018
Skills
- Microsoft Excel & Reporting
- Customer Service Metrics (CSAT, AHT, FCR)
- International Chat & Call Handling
- Team Mentoring & Training
- Resolution Management
- Onboarding & HR Systems
- Conflict Resolution
- Performance Monitoring
- Process improvement
- Data analysis
Projects And Training
- Artificial Intelligence Project, Computer Society of India, 05/18, 07/18, Developed AI-based solutions as part of academic-industry collaboration.
- Industrial Training – TV9 News Channel, 07/17, 11/17, Studied real-time media operations., Designed and presented an IoT-based data and sound pollution monitoring system.
Timeline
Customer Service Associate – International Calling (North America)
HSBC
01.2024 - 04.2024
Senior Workflow Analyst – Work Authorization Team
Amazon
02.2022 - Current
Resolution Specialist / Subject Matter Expert
Amazon
07.2021 - 09.2024
Subject Matter Expert – International Chat Support (North America)
Amazon
03.2019 - 07.2021
Customer Service Associate – International Chat Support
Amazon
09.2018 - 03.2019
B.Tech - Electronics & Communication Engineering
G. Narayanamma Institute of Technology
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