Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

RIYA RIYA

Belleville,ON

Summary

Dynamic technical support professional with a proven track record at Amazon Fulfillment Centre, excelling in customer call management and technical troubleshooting. Achieved a 30% reduction in repeat contacts through empathetic service and meticulous documentation. Adept at multitasking and fostering team collaboration to enhance operational efficiency.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Fulfillment Associate

Amazon Fulfillment Centre
11.2023 - Current
  • Responded to 40+ Andon calls weekly, demonstrating rapid problem-solving and clear communication in fast-paced environments.
  • Supported workflow troubleshooting (jams, VRC operations, tote restocking) while maintaining accuracy under pressure.
  • Onboarded 117+ new hires by providing clear instructions and answering technical workflow questions.

Technical Support Representative

Partner IT
08.2023 - 03.2024
  • Resolved over 90% of technical support tickets for desktops, thin clients, and mobile devices on first contact.
  • Guided users through troubleshooting steps via phone and ServiceNow ticketing system with response times under 10 minutes.
  • Assisted in IT onboarding processes and asset management by delivering clear instructions to staff.

Help Desk Support

Rogers Telecommunications
02.2023 - 07.2023
  • Delivered customer service support through inbound calls, resolving issues with empathy and professionalism, reducing repeat contacts by 30%.
  • Assisted customers with technical troubleshooting and service upgrades, resulting in a 20% increase in monthly product conversions.
  • Documented every customer interaction and resolution in CRM tools with 100% accuracy.

Tech Support (WMS Support)

Express Global Logistics
09.2021 - 12.2022
  • Processed RMA requests and coordinated warranty repairs, minimizing operational downtime and ensuring timely service restoration.
  • Maintained and updated asset tracking records for 300+ devices, ensuring 100% compliance during internal audits.
  • Documented all technical support interactions in Excel and ticketing tools, improving issue tracking accuracy by 40% and supporting faster team response times.

Education

Diploma - Computer Systems Technician (IT Infrastructure and Services)

Sheridan College Institute of Technology And Advanced Learning
Brampton, ON
12.2024

Skills

  • Customer call management
  • Technical troubleshooting
  • CRM and ticketing systems
  • Documentation accuracy
  • Active listening and empathy
  • Multitasking and adaptability
  • Team collaboration and communication

Certification

  • CompTIA A+
  • Google IT Support Professional Certificate
  • Cisco Certified Support Technician - IT Support (CCST)

Languages

English
Full Professional
Hindi
Native/ Bilingual
French
Limited

References

References available upon request.

Timeline

Fulfillment Associate

Amazon Fulfillment Centre
11.2023 - Current

Technical Support Representative

Partner IT
08.2023 - 03.2024

Help Desk Support

Rogers Telecommunications
02.2023 - 07.2023

Tech Support (WMS Support)

Express Global Logistics
09.2021 - 12.2022

Diploma - Computer Systems Technician (IT Infrastructure and Services)

Sheridan College Institute of Technology And Advanced Learning

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RIYA RIYA