Matribhumi Samachar English
This festive season, Amazon India celebrates the dedication of thousands of employees, associates, and partners whose tireless efforts power fast, reliable, and delightful experiences for millions of customers and sellers across the country. Among them is Rekha Padwal, a customer service associate from Pune, whose journey from a small town in Maharashtra to building a fulfilling career at Amazon stands as a testament of self-belief, and inclusion in action.
Rekha has been navigating life in a wheelchair since the age of five, after being diagnosed with polio. Growing up in Maharashtra’s Bhandara, she faced and rose above challenges that could have easily held her back. But with her father’s encouragement and his belief that ability is defined by attitude, Rekha chose perseverance over limitation. She pursued her education with determination and went on to earn a bachelor’s degree in commerce, defying social stigma and physical barriers along the way.
“My father would always say, ‘People may look at you with pity, but you have to show them what you are capable of through your achievements,’” she recalls. “Those words have guided me through every phase of my life.”
After completing her graduation, Rekha trained in tailoring, beauty services and tele-calling, acquiring skills that helped her remain independent and self-reliant. Life took a new turn when she moved to Pune after marriage, where she discovered a community of para-athletes. It was here that she began exploring sports as a new outlet for her determination and spirit. In 2019, Rekha participated in a wheelchair marathon and won gold. The victory sparked a new dream. She soon brought together a team of women wheelchair users to form a basketball squad, and with just two months of professional training, they went on to win the state championship.
“That win meant a lot and it proved that we could do more than people expected,” she says with a smile.
Soon after, Rekha joined Amazon India as a Customer Service Associate, a move that opened up an entirely new world of possibilities. The transition came with its share of challenges; learning digital tools and balancing professional expectations. With tremendous support from her peers and managers, she quickly found her footing. “I was nervous at first,” she admits, “but my team made me feel valued and capable from day one.”
Over the last six years at Amazon, Rekha has earned multiple accolades, including the ‘Customer Obsession’ Award twice in 2019, recognizing her excellent contribution during the COVID-19 pandemic.
Today, as the Amazon Great Indian Festival, India’s largest festive shopping celebration, delivers unmatched value, widest selection, and trusted convenience across India, Rekha plays a vital role behind the scenes. Her work ethic and dedication reflect Amazon’s Leadership Principles in action. “I take pride in my work,” she says. “I handle a large number of customer calls every day and always ask for feedback because that’s how I grow. Amazon has given me everything I need to succeed supportive managers, accessible infrastructure, and a culture where I’m treated as an equal.”
Rekha recently participated in a career development initiative for employees with disabilities organized by Amazon. The program focused on practical skill enhancement across key areas such as data management, customer communication, and workflow efficiency — helping associates strengthen their capabilities ahead of the busy festive season.
“The training made a big difference,” she explains. “We attended virtual sessions on tools we use every day, like Excel and ticketing systems, and learned techniques to manage high call volumes more efficiently. It built our confidence and showed us that we can take on any challenge with the right mindset.”
The Great Indian Festival is one of the busiest and most exciting times at Amazon India a period that showcases teamwork, customer obsession, and operational excellence across the organization. For Rekha, it also represents a personal milestone as she demonstrates her professional capabilities during this peak period. “During the festive season, customer volumes rise, and we step up together to deliver quicker service and meet higher demand efficiently. The energy is inspiring, and our customer service team is committed to assisting customers, resolving their issues, clarifying policies, providing timely updates, and addressing all their needs.”
Looking back on her journey, Rekha reflects on the thread that connects every chapter of her life with independence and purpose. “I wanted to live a life where I could stand on my own not just physically, but emotionally and financially,” she says. “At Amazon, I found that chance. This place gives you the freedom to grow and the support to dream bigger.”
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