Ishani Bhalaik
@ishanibhalaik
Technical Customer Support Specialist skilled in AWS, security, and process improvement.
IndiaWhat I'm looking for
I am a dynamic, detail-oriented Technical Customer Support Specialist with 8+ years of experience, including 6 years working within AWS ecosystems. I specialize in account security, fraud detection, escalations, and delivering high-touch support to business and enterprise customers.
I have led process improvements that reduced average handling time and compliance errors, created reporting frameworks for aged and reopened cases, and trained and mentored new staff as a Team Operations Associate. I regularly engaged with Legal and Technical Account Managers to manage document reviews, risk mitigation, and account changes for prominent clients.
My accomplishments include strong performance metrics such as 75% first-contact resolution, multiple internal awards, and delivering consistent customer satisfaction across global accounts. I am committed to continuous improvement, effective communication, and enabling teams to meet operational goals.
Experience
Work history, roles, and key accomplishments
ASTechnical Customer Support
Amazon Web Services
Oct 2023 - Present (1 year 11 months)
Streamlined support processes, led process training and mentoring, created aged-case reports, and handled escalations and security-related account changes for business and enterprise customers.
ASTechnical Customer Support
Amazon Web Services
Oct 2018 - Sep 2023 (4 years 11 months)
Streamlined support processes and reduced average handling time while responding to security incidents within a 30-minute SLA and coordinating with Legal and TAMs to mitigate account risks for enterprise customers.
Customer Service Executive
Groupon
May 2018 - Sep 2019 (1 year 4 months)
Resolved customer inquiries, processed orders and billing, maintained reporting spreadsheets, and collaborated with cross-functional teams to improve customer experience and achieve top-performer recognition.
Technical Support Engineer
Unisys
Jan 2015 - Jul 2016 (1 year 6 months)
Provided remote technical assistance to global clients, resolved software and hardware issues to improve response times, and streamlined support processes to increase efficiency.
Education
Degrees, certifications, and relevant coursework
BUBahra University
Bachelor of Technology, Electronics and Communication
2011 - 2015
Completed a Bachelor of Technology in Electronics and Communication, focusing on engineering fundamentals and practical applications.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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