Open to opportunities

Gowthami gowmi

@gowthamigowmi

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Technical customer service leader driving operations, quality, and process improvements in global teams.

India

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What I'm looking for

I seek a leadership role where I can drive customer service excellence, operational improvements, and cross-functional projects while mentoring teams and delivering measurable business impact.

I am a technical customer service leader with eight years of experience at a multinational organization, specializing in technical support, quality auditing, and operations management. I have led voice, chat, and email teams, driven root cause analysis and process improvements, and delivered measurable results such as reducing returns and improving listing performance.

I have managed recruitment and training, overseen escalations and risk analysis, and collaborated with cross-functional teams to optimize products and customer experience. My achievements include multiple Outstanding Leader awards, Employee of the Year 2020, and leading projects that increased efficiency and agent performance.

Experience

Work history, roles, and key accomplishments

Team Manager - Technical CS

Amazon Development Center

Jul 2020 - Jul 2025 (5 years)

Led voice, chat and email technical customer service teams, improving operational metrics through root-cause analysis, process improvements and resource management; drove listing and return-reduction projects that increased efficiency and reduced returns.

Team Management Technical Customer Support Root Cause Analysis Process Improvement Escalation Management Performance Monitoring Product Listing Optimization

CS Resolution Specialist

Amazon Development Center

Jan 2018 - Jul 2020 (2 years 6 months)

Handled escalated technical customer issues via phone and email, collaborated cross-functionally to deliver timely resolutions and created workarounds to maintain customer satisfaction.

Customer Support Escalation Management Technical Troubleshooting Cross Functional Collaboration Communication Data Analysis

Customer Support Associate

Amazon Development Center

Jul 2017 - Dec 2019 (2 years 5 months)

Resolved technical device issues for customers, escalated major incidents, and contributed to ad-hoc process projects to improve responsiveness and customer experience.

Technical Support Escalations Andon Process Troubleshooting Process Improvement