I’m looking for support and operational opportunities that use my English expertise and hands-on ticketing experience, where I can resolve disputes, improve SOPs, collaborate in a team, and keep growing in technically interesting work.
Looking for a job
Nigel Dsouza
@nigeldsouza
Senior customer support associate specializing in ticketing, SLA handling, and seller/IT service desk support.
IndiaWhat I'm looking for
I’m a naturally curious, motivated, and adaptable self-starter with hands-on experience in operations, support, and technical tasks. Across my roles, I’ve managed calls, emails, and ticketing workflows—maintaining logs in Excel and updating booking/status information while assigning requests within an SLA.
Most recently, as a Sr. Selling Partner Support Associate at Amazon Development Centre (India) Pvt. Ltd., I supported US & UK sellers for Marketplace & Feeds issues, and brand owners worldwide as an Amazon Brand Registry agent. I handled seller issues through emails and chats, researched and worked on fixes, granted approvals for valid requests, and cut tickets to the right teams—also contributing to internal projects to improve processes and performance.
Experience
Work history, roles, and key accomplishments
WL
TOEFL Rater
WTS (Lyseis Consulting LLC)
Apr 2025 - May 2026 (1 year 1 month)
Evaluated TOEFL iBT's written English test responses as per ETS' internal rubrics & guidelines under very limited supervision, maintaining expected scoring speed and quality ratings between Meets and Exceeds expectations. Completed consistent grading work to support test scoring operations.
Provided support to Sellers on Amazon based in the US & UK for M@/Feeds/Incorrect Information on the Detail Page ( IIDP)/Brand Registry Support skillsets.
Provided support to brand owners & affiliated sellers worldwide as an Amazon Brand Registry agent for areas such as product detail page correction, Brand Registry platform/account related issues & general inquiries.
Worked as an IT service desk P.o.C for the members of the Capita Customer Management (CCM) teams.
Ticketed incidents and assigned tasks to ticketing teams to resolve incidents within an SLA based on the priority level of the service request or incident. Handled escalations when needed.
Received and made calls and worked on emails apart from the ticketing system in BMC Remedy.
Worked as an offshore agent of the Capita Translation and Interpretation (CTI) team.
Received and made calls, maintained logs in excel & an internal tool & worked on e-mails. Tasked with sourcing talent for translation requests from mainly UK Police stations & public hospitals. Maintained interaction logs in the ticketing tool for every interaction with our customers and agents.
Education
Degrees, certifications, and relevant coursework
IS
Indira University (Indira’s College of Commerce & Science)
Master of Commerce (M.Com), Business Administration
2019 - 2021
Grade: 8.880 CGPA (79.88%)
Pursued M.Com with a specialization in Business Administration. Achieved 8.880 CGPA (79.88%).
IS
Indira University (Indira’s College of Commerce & Science)
Bachelor of Commerce (B.Com), Cost Accounting
2015 - 2018
Grade: 56%
Completed B.Com with a specialization in Cost Accounting. Achieved 56%.
SC
ST. URSULA’S JR. COLLEGE
Higher Secondary Certificate (HSC), Commerce
2013 - 2015
Grade: 76.77%
Completed HSC in Commerce with IT and Secretarial Practices as special opted subjects. Achieved 76.77%.
SS
ST. URSULA’S HIGH SCHOOL
Secondary School Certificate (SSC), Secondary Education
2001 - 2013
Grade: 70.80%
Completed SSC (Grade 10). Achieved 70.80%.
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
6k-8k USD
Social media
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