Shreya Avula

Proof of Experience

Amazon · Jun 2024 – Present

As an SPS T4 Associate at Amazon, I own end-to-end Trouble Ticket resolution for Sellers, Brands, and Vendors, applying requirement gathering to translate stakeholder-reported issues into structured resolutions.
I conduct root cause analysis on recurring seller-reported issues, using data interpretation to identify patterns and drive process improvement recommendations, while collaborating cross-functionally with Trust & Safety, Account Health, and Payments teams to resolve complex, multi-team seller issues.
I maintain accurate, consistent process documentation across ticket investigations to support traceability and reporting.
Alongside my core role, I contribute BA support to the Paragon C-OPS Assistant enhancement project — participating in user story discussions, Agile ceremonies (stand-ups, sprint reviews), and requirement mapping aimed at reducing Average Handle Time (AHT).
Throughout, I practice strong stakeholder communication and management across seller, vendor, and internal team interactions.

Amazon · Jun 2024 – Present

Owned trouble tickets end-to-end for Sellers, Brands, and Vendors, collecting and reviewing case data to reach first-point resolution.
Conducted root cause analysis on recurring seller-reported issues, interpreting ticket data to identify patterns and escalate systemic fixes.
Coordinated with cross-functional teams (Trust & Safety, Account Health, Payments) using shared data to resolve complex multi-team issues.
Contributed to process optimization discussions using ticket-trend data aimed at improving first-contact resolution and reducing repeat contacts.

Amazon · Sep 2022 – Oct 2023

Provided technical support for Amazon devices (Kindle, Fire Tablets, Fire TV) and digital services (Prime Video, Music, Apps, Cloud Storage), serving as a frontline point of contact for customers.
Applied structured troubleshooting and issue diagnosis methodologies to consistently achieve first-contact resolution.
Analyzed recurring customer interaction patterns and escalated findings to product and operations teams, contributing to data-driven improvement discussions.
Maintained detailed, accurate records of support interactions and outcomes to support internal reporting.
Contributed as an end user to AC3, a customer contact tool used to look up customer account details and communicate with customers — providing feedback on released features and identifying additional features needed to improve day-to-day workflow for support associates.

Amazon · Sep 2022 – Oct 2023

Supported a high volume of customer interactions for Amazon devices (Fire TV, Fire Tablet, Kindle) and Prime Video, applying structured troubleshooting and issue diagnosis.
Analyzed recurring customer interaction patterns and escalated findings to product and operations teams, contributing to data-driven improvement discussions.
Maintained detailed records of support interactions and outcomes, ensuring data accuracy and consistency for internal reporting.
Consistently achieved first-contact resolution through structured troubleshooting and process adherence.

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Bharat School of Pharmacy · 2018 — 2022