RESUME

Ahsan Shaik
H-NO: 42-882/1/1 Moula Ali Hyderabad Telangana 500040
+91-7780751836 | mohdgram@gmail.com | ahsshaik@amazon.com |

CAREER OBJECTIVE

Top-performing skills in Customer Service, Operations and Training.

Certified Amazon Six Sigma-Yellow belt with strong ethical behavior, interested in working in a high
impact role in operations, process development and management. Along with my experience, I have
always looked for logical and analytical solutions as one way to achieve my targets and identifying
opportunities, along with continuously searching for developing areas of growth and provide tactical
solutions when needed. I strongly believe in developing the best and insisting on higher standards. I
am also a good team player with excellent communication, leadership and organizational skills.

WORK EXPERIENCE

CS Associate International Phones

Amazon India Development

06/2018 – Present
TS,India
Responsibilities :

● Customer service associate with experience in both international calls and chats.
● Building loyal relationship and creating solutions that provide value to the customer.

Fraud & Rescue Department associate

Axis Bank
01/2018 – 04/2018
TS,India
Responsibilities :

● Investigate customer transactions to identify fraudulent activity. Opened ATM cases using in
house platforms in order to credit card holders for non-dispensed funds.
● Worked with a pilot batch to create strategies to increase sales of health care insurance policy
bought by company in partnership with Tata AIG
● Converted XL size transaction ($2000 or more) into EMI by reaching out to the customer while
working as an escalations contact agent.

Fraud Investigations Officer

Amulya Enterprises
03/2017 – 01/2018
TS,India

Responsibilities :

● Ensure the quantity of imported and exported units is adequate and is according to the invoice.
● Investigated claims of fraudulent/missing quantity applications by the opposite party.
● Working as a quality analyst to ensure the manufactured units meet the desired standards.
● Reaching out to various government institutes to work and manufacture the requirement of the
consumer party.

HISTORY IN AMAZON

● CS Associate North America Specialty ( Emails )

● CS Associate North America– Fresh chats ( Chats )
● Dart Support North America– Cross skill
● Out Bound Calling North America Specialty ( Phones )
● Retail Phones - US North America ( PHONES )
● Account Change North America Specialty ( Phones )

PROJECTS

SME Support

● Handled Multiple US Account change batches and trained them with the policy and process.
Conducted feedback & debrief sessions.
● Updated xl sheet data of low performers and helped them improve in the process.
● Reported out new hire agent performance and quality reports to relevant stakeholders.
● Provided assistance on the way forward and conducted meeting to identify any potential
challenges.

Outbound Calling Process

● Initiated a process of outbound calling with the guidance of stakeholders to resolve over 87000
contacts related to the password reset issue.
● The OB Calling project was displayed at AITC site fair as one of the successful project which
received many awards.
● Trained 4 batches on OB calling process and policies and helped in the way forward.

International Transfer Queue

 ● Submitted a Gemba idea which got the attention of ACES Team manager and worked with the
ACES team to initiate a resolution to an issue where there was no options to transfer the contact
to other OU's (Amazon.co.uk Amazon.in etc).
● Contacts can now be transferred to different OU's with ease.
● Transfer queue's have been added to various mediums like emails & chats.

Silence Rate

● Worked with NA phones Trainers and Voice Coach’s to reduce the silence rate on the call which
improved the quality of the customer experience.
● Initiated a metrics where agent cannot stay silent on a call for more than 2 minutes.
● Received award in NA phones All hands Meeting by Site leader.

CERTIFICATES

. Amazon Six Sigma-Yellow Belt Certified

● Google Ad words
Certified in Optimized Google search, ad word campaigns, insights, E-commerce business
growth & Google Sheets.

ACES

● Certified in both ACES stage 1 and stage

● AMZL ACES Program Vision

● Advertising ACES Assesment

● New Hire aces foundations

● Amazon US Manual Account changes

● Amazon ABC Security and Data handling

● Amazon Prime Now certified

● Amazon Fresh certified

SKILLS

● Microsoft Office
 ● Auditing
● Mining
● Process and communication training
● Team management
● Verbal and written communication
● Conducting feedback sessions & meetings
● Project management
● Report Making and Delivering Results

VOLUNTARY ACTIVITIES

● Post Peak Party 2020

- Supported management by Verifying ID cards at the event entrance

● US Account Specialty Phones launch

- Organized and managed the launch event of US specialty phones

● HYD 20 Anniversary
- Managed Food section and organized award distribution on the occasion of HYD-20 1 year
anniversary

● Aitc Fund raiser Campaign – Asit Org

- Encouraged employees to donate and contribute towards the education of children’s.

● Kerala Floods Fund raiser Campaign

- Helped in promoting and spreading awareness between employees and departments.

● Skill Launch – Out Bound

- Helped in the launch of Out Bound skill with relevant stake holders.

● Skill Launch - Account Change

-Actively participated in the launch of North America Account Change skill.

ACHIEVEMENTS
● Most reliable player award for 2019
● National Cadet Corps (06/2014 – 08/2015) - B certificate
● Mr. Telangana Contestant for Global Mr India Pageant – 2019
● Research & development on Indian Army Vehicle Chassis - 2017(B.Tech)

EDUCATION

B.Tech
St.Marys Integrated Campus
06/2013 – 05/2017

Intermediate
Narayana Junior Collage
06/2011 – 06/2013

LANGUAGES

● English
● Hindi
● Telugu
● Urdu

PERSONAL PROFILE

Name : Shaik Mohd Ahsan

Father's Name : Shaik Mohd Aslam

Date of birth : 15 June 1996

Nationality : Indian

Religion : Muslim

Martial Status : Single

INTERESTS

● Fitness
● Gaming
● Photography

DECLARATION,

I, AHSAN SHAIK declare that all the information furnished above is true to best of my knowledge.

Place: Hyderabad,