Business Analyst · Data & Transformation

Turning complex data into decisions that move the business.

I'm Jyothi — a Business Analyst at Amazon with 19 years of progressive experience across analytics, program management, and customer support. I build the dashboards, governance, and insight that help leaders act with confidence.

Let's work together Explore my journey
Jyothi Kappala — Business Analyst at Amazon Amazon
Jyothi Kappala
Business Analyst · Global Transformation
Hyderabad, Telangana, India
Send a message linkedin.com/in/jyothikappala
Open to BI & analytics conversations
19+
Years of experience
12+
Years at Amazon
20%
YoY drop in escalations
4.5+
Years in Business Analytics
About

Where rigorous analysis meets a service mindset.

I joined Amazon in 2013 handling seller contacts, and over the next decade grew into roles spanning process excellence, program management, and business analytics. That path gave me something rare: I understand the data and the people the data is about.

Today I design automated dashboards in SQL, QuickSight, and Excel that track SLA, compliance, and productivity; I run deep dives across large, messy, multi-source datasets to surface trends and anomalies; and I translate stakeholder needs into governance frameworks and self-serve reporting that leaders actually use.

I'm a Lean/Six Sigma Green Belt and a Kaizen facilitator at heart — happiest when I'm removing friction, mentoring the next associate, and making sure the "Voice of the Customer" stays loud in every decision.

Data-informed by default

Every recommendation traced back to evidence, not opinion.

Customer-obsessed

Years of surfacing the genuine "why" behind every contact.

Relentless improvement

Lean & Six Sigma thinking applied to real operations.

Cross-functional glue

Aligning Product, Ops, Engineering & Legal toward one outcome.

Expertise

A toolkit built for clarity at scale.

From raw warehouse tables to executive-ready dashboards — the full pipeline of turning questions into answers.

01

Analytics & BI

SQLETLDataGrip Amazon QuickSightTableauAdvanced Excel JiraServiceNow
02

Automation & Dashboards

KPI designInteractive dashboards Governance metricsSelf-serve reporting Reporting automationExecutive reporting
03

Statistical Analysis

RegressionForecastingANOVA Distribution theoryAnomaly detectionRoot-cause analysis
04

Business Analysis

Requirements gatheringStakeholder alignment Data mappingSOPs & process flowsGherkin
05

Process Excellence

Lean / Six SigmaKaizen facilitation Process auditsOperational controlsGovernance
06

Leadership & Soft Skills

Stakeholder managementMentoring Cross-functional collaborationCoachingPython (basic)R (basic)
Experience

Two decades of compounding impact.

From the front line of technical support to driving global transformation — a steady climb defined by ownership and curiosity.

Feb 2021 — Oct 2025

Business Analyst — Global Transformation

Amazon · Service Operations, Supply Chain & Finance
  • Designed and delivered automated dashboards in SQL + QuickSight + Excel to track KPIs across SLA, compliance, and productivity.
  • Ran deep-dive analyses on large, multi-source datasets to identify performance trends, anomalies, and improvement opportunities.
  • Automated leadership reporting — cutting manual prep time and enabling self-serve analytics for decision-makers.
  • Built governance metrics and control checks ensuring data accuracy, timeliness, and accountability.
  • Mapped business requirements to data-warehouse sources and standardized metric definitions across dashboards.
2013 — 2021

Program Manager · ACES PM · Sr. Microsite Associate

Amazon · Process Excellence & Seller Support 12+ yrs at Amazon
  • Delivered insights that drove a 20% year-over-year reduction in escalations by closing process gaps with Product & Engineering and targeted training.
  • Led process audits and SOP improvements that reduced repeat defects and improved seller/customer experience.
  • Designed audit frameworks and reporting templates that improved investigation speed and accuracy via Lean/Six Sigma.
  • Partnered across Product, Operations, Engineering & Legal to close tool and process gaps; validated solution outputs and facilitated stakeholder sign-offs.
  • Facilitated Kaizen workshops and mentored new associates on Lean methods and career growth.
2006 — 2013

Subject Matter Expert — Technical & Customer Support

KNOAH Solutions (2009–2013) · Brigade Corp (2006–2009)
  • Led teams of 10–20 technical support agents across global chat and tech support for brands including Samsung and HP.
  • Ensured total case ownership, improved first-contact resolution, and lifted quality scores.
  • Delivered knowledge-sharing and coaching for a consistent customer experience.
Credentials

Education & certifications.

A computer-science foundation, sharpened with formal data science and process discipline.

Education

PG Diploma in Data Sciences
IIT Bombay (via UpGrad)
B.Tech in Computer Science
JNTU Hyderabad · Loyola Institute of Technology & Management

Certifications

Lean / Six Sigma — Green Belt Kaizen Facilitation AI Fundamentals AI for Research & Insights AI for Brainstorming & Planning Internal L&D Programs

Trajectory

Get in touch

Let's turn your data into decisions.

Open to business analytics, BI, and transformation conversations. Send a note and I'll get back to you.

I usually reply within a couple of days.

Prefer LinkedIn? Connect with me there ↗

English — Fluent Hindi — Fluent Telugu — Native