Berttin joseph
@berttinjoseph
I lead AWS customer support operations, escalations, and process improvements.
IndiaWhat I'm looking for
At AWS, I lead 12–15 customer service associates and senior specialists across SLA execution, critical escalations, incident response, coaching, and customer experience. I maintain 95% customer satisfaction while managing executive-level customer issues and high-severity incidents.
I lead APAC process improvement for AWS Customer Service, delivering 150+ improvements and 285% year-over-year growth. I've driven workflow, automation, and operational-efficiency initiatives that reduced resolution times, saved 35,000+ hours, and improved support outcomes across global teams.
Experience
Work history, roles, and key accomplishments
Lead a team of 12-15 associates and senior specialists, managing performance, coaching, and service-level execution while maintaining 95% customer satisfaction. Serve as primary escalation point for critical customer issues, including SVP-level and CEO-level escalations, and coordinate high-severity incident responses.
Delivered technical support for complex AWS billing, account-access, and resource-management issues, resolving escalated cases with a focus on security and timely closure. Served as Voice of the Customer, providing actionable feedback to influence product enhancements, and contributed to process improvements saving 35,000+ hours.
Provided global customer support while consistently meeting SLA and quality targets in a high-volume environment. Trained and onboarded new hires, supported knowledge sharing, and contributed to improvements that increased CSAT by 25 bps and reduced escalations by 23%.
Education
Degrees, certifications, and relevant coursework
Liverpool John Moores University
Master of Business Administration, Business Analytics
Pursued an MBA in Business Analytics at Liverpool John Moores University.
Kristu Jayanti College
Bachelor of Commerce, Financial Accounting
Completed a Bachelor of Commerce in Financial Accounting with ACCA.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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