Open to opportunities

Aman Nair

@amannair

Message

I deliver SLA-driven support, billing troubleshooting, and customer-first operations.

India

Message

What I'm looking for

I’m looking for a fast-paced, global environment where I can own SLA-driven customer support, resolve complex billing and technical issues, and improve processes through documentation, root-cause analysis, and continuous quality initiatives.

I’m an Operations & Support Analyst with 2+ years supporting global enterprise clients across e-commerce, telecommunications, digital advertising, and subscription-based platforms. I focus on SLA-driven operations, customer experience management, and clear stakeholder communication.

In my current Senior E-Support Officer role at IntouchCX (Audible), I provide advanced billing and subscription support for customers across global markets. I handle escalations on payments, refunds, memberships, and account access, while also troubleshooting audiobook playback and cross-device synchronization issues—maintaining SLA compliance throughout.

Previously, I supported Verizon Wireless as a Technical Support Level 2 associate, diagnosing and resolving SIM activation, network, mobile data, and device provisioning issues. I worked with backend and engineering teams on service-impacting incidents, ensuring accurate documentation, customer updates, and strong case management.

I also bring a client-facing growth mindset from supporting Best Buy e-commerce and delivering data-driven results as a Digital Marketing Consultant (Google Ads) at Regalix India. Across roles, I apply root cause analysis, process compliance, ticket management, and continuous improvement to resolve complex problems and raise customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Senior E-Support Officer

Current

IntouchCX

Sep 2025 - Present (9 months)

Provided advanced billing and subscription support for Audible customers, handling escalated cases related to payments, refunds, memberships, and account access. Managed high-priority escalations while troubleshooting audiobook playback and cross-device synchronization issues, ensuring SLA compliance.

Billing Support Payments & Refunds Support SLA Escalation Management Technical Troubleshooting Account Access Customer Documentation

Customer Support Associate

Amazon

May 2025 - Aug 2025 (3 months)

Supported Amazon customers with account, order, delivery, payment, and subscription-related inquiries while maintaining high productivity and quality standards. Investigated customer complaints with internal teams, documented cases accurately, and maintained customer satisfaction through effective communication.

Customer Support Account Management Order & Delivery Support CRM Tools Customer Satisfaction

Consultant – Digital Marketing

Regalix India Pvt. Ltd.

Feb 2025 - May 2025 (3 months)

Supported advertisers with Google Ads campaign setup and optimization, including keyword research and audience targeting analysis. Analyzed campaign performance metrics (CTR, CPC, conversions, ROI) and delivered recommendations for bidding strategies and budget allocation to improve advertising effectiveness.

Google Ads Campaign Optimization Keyword Research Audience Targeting Bidding Strategies performance reporting Data Analysis

Technical Support Level 2

Tech Mahindra

Mar 2024 - Feb 2025 (11 months)

Delivered Level 2 technical support for Verizon Wireless customers by diagnosing and resolving SIM activation, network, mobile data, and device provisioning issues. Handled escalated, service-impacting cases in coordination with backend/engineering teams while maintaining SLA adherence, accurate case records, and ongoing customer communication.

Level 2 Technical Support SIM Activation Troubleshooting Escalation Handling SLA Technical Documentation Incident resolution

Customer Support Executive

24x7.ai

Sep 2022 - Jan 2024 (1 year 4 months)

Provided customer service support for Best Buy e-commerce customers, handling inquiries related to orders, deliveries, refunds, returns, and payments. Maintained customer satisfaction by resolving issues within turnaround times, managing high interaction volumes, documenting cases, and escalating critical problems to the appropriate teams.

Customer Service Order & Delivery Support Refunds Payments Support CRM Tools Escalation Management Customer Satisfaction