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nivetha murugesan

@nivethamurugesan2

I resolve high-volume customer and technical issues through root-cause analysis, ticket management, and accurate operations.

India

Message

What I'm looking for

I'm looking for a customer or technical support role where I can resolve complex issues, improve support workflows, use data to strengthen operations, and collaborate across teams.

At Amazon Development Center, I resolved high-volume Prime Video, subscription, account, and fulfillment issues, maintaining 95%+ CSAT while improving turnaround time by 30%. I also validated 500+ monthly customer, payment, and transaction records with 99.8% accuracy.

I've supported malware diagnosis and endpoint incidents at Trellix, managed Jira ticket lifecycles, and used Excel, CRM workflows, and data analysis to improve reporting, compliance, and operational accuracy.

Experience

Work history, roles, and key accomplishments

Customer Support Associate

Amazon Development Center

Jun 2024 - Jul 2026 (2 years 1 month)

Investigated complex customer issues via root-cause analysis, cutting repeat escalations by 20%. Resolved high-volume tickets for Prime Video and subscriptions, maintaining a 95%+ CSAT score.

Ticketing AC 3 Root Cause Analysis Customer Support Technical Support Data Validation Excel Compliance Refunds Replacements

Relationship Manager

Nobroker Technologies Solutions

Jun 2023 - Apr 2024 (10 months)

Oversaw operations for 100+ property portfolios, processing rental agreements and transactions with a 99.5% accuracy rate. Conducted Excel analyses on transaction streams to boost revenue tracking precision by 15%.

Excel Univw CRM NoBroker Internal Lead Portal Pivot Tables Data Analysis Audit Reconciliations

Customer Success Engineering Intern

Trellix

Feb 2023 - May 2023 (3 months)

Resolved 150+ monthly antivirus cases for McAfee users by identifying root causes, sustaining a 98% resolution rate. Conducted remote Webex sessions to resolve endpoint risks, driving a 92% FCR rate.

Jira Webex Malware Analysis Remote Support Incident Management Troubleshooting Security Assurance