MOHAMMED RIAZUDDIN

SENIOR MANAGEMENT PROFESSIONAL

A highly passionate and result-driven energetic leader with great respect for people,
process and innovation, have led by example; known for clear thinking, flawless
execution and unyielding integrity; targeting senior level assignments with an
organization of repute

KEY IMPACT AREAS

Strategic Planning & Implementation

Customer Servicing Operations mriazudd321@gmail.com
Team Management& Leadership
Escalation Management
Operational Enhancement +91-9700398576
Project Management
Reporting & Documentation
TECHNICAL PURVIEW
Query Resolution Management
MS Office
Cross-functional Collaboration Computer & Internet Applications
Training & Development

CAREER REVIEW-AMAZON INDIA- FEB 2010 TO JAN

2021(RECENT 5)

2013 - 2014: 2015 - 2018: 2018 - 2021:

2010 - 2011: 2014 - 2015:
Sr. Customer Service Executive Customer Team Manger -
Risk Investigations Team Leader -
Associate Relations Specialist Social Media &
Specialist Technical Support
Employee Services

2010: Customer Service Associate

PROFILE SUMMARY
Intensively progressive with unmatchable competence in administering the management of highly productive and outcome-
driven team of 40, taking care of timekeeping requests for global Amazon Fulfilment Centre employees
Innovative & insightful customer centric professional with expertise in overseeing operational performance, service quality &control
environment while ensuring delivery of targeted results across dimensions of client service operations
Outstanding endeavour in managing & servicing high end clientele inclusive of amazon internal stakeholders
Showcased exemplary efforts in addressing and resolving complex Executive Customer Relations (HR) and customer service
Escalations in close collaboration with, legal, compliance, category, HR Process Leads, Process Experts and Program Managers
Exhibited boundary-less behaviour, proactive and ability to work with teams in a matrix organization environment
Immaculate ability to see the big picture and escalate quickly during critical situations
Self-driven and resourceful with a roll-up-your sleeves attitude towards getting things done in a fast paced company environment
Consummate professional with excellence in bringing initiative & resourcefulness while balancing vital responsibilities; developing
and reviewing department's framework & policies, and ensure they are up to date and compliant with regulatory standards
Collaborative partner and team leader with a strong drive to create a positive work environment, in times of change; cementing
a structure with right balance of process validations & value added tasks
Proven talent in overcoming complex challenges using strong work ethics, sound integrity, analytical & problem-solving skills
Possess good judgment making capability in a variety of situations and ability to maintain realistic balance among multiple priorities
Acted as a Lead through role modeling to ensure customer-focused execution of workgroup assignment
Mastered the art of winning recognition & acknowledgement across customer service, people management and innovative
operational areas
Ability to demonstrate professional knowledge within specialist discipline to give advice &guidance to customers
 Ability to communicate detailed and complex information effectively and professionally to a wide range of people with hands-on
expertise in providing constructive feedback in a manner that results in improved performance
Substantial experience and knowledge of careers and employability, with particular reference to work experience
Knowledge Purview: HR Shared Services, Data Transactions, Operation Management, Business Management, Dashboard
Development, Continual Improvement, Stakeholder Management, SOPs Development, Talent Acquisition, Event Management,
Human Capital Management, Risk Management and so on

SOFT SKILLS

Change Collaborator Communicator Motivator Planner

Agent

NOTABLE ACCOMPLISHMENTS ACROSS THE CAREER

Recipient of:
• People Manager Award – 3 X Gold Rating Award – 21 X
• Customer Delight Award – 14 X
• Escalation Specialist Award – 9 X for hyerlinking the order ID’s with Amazon Customer Service Tool, for maintaining best PRR,
taking projects and delivering delightful, peculiar experience to Amazon India customers, resulting in improvement of FCR
metrics by 3% in the HR services team, quicklinks project, resulting in improvement of FCR metrics by 3%
Registered track record of success in administering a team of:
• 15 - 20 Social Media Specialists, responded to social media escalations on Amazon across Facebook, Twitter and Instagram
• 10-15 Technical Support Associates, worked on Amazon digital products like Amazon Prime Video, Fire Tv & Amazon Music
Made significant contribution in slashing:
• Customer effort by 43.76% through definition of last word policy for Amazon and improved customer experience by 43.76%
• Non FCR by 1.8% for reducing the auto close window for tickets
• Customer contacts by 42 % by changing email composer subject line, globally for all Social Media Teams (GEMBA, ACES
POC)
• External &internal customer's effort by 146 hours per year 0.07 FTE initiatives and projects like defining the last word policy for
Amazon India customer, hyperlinking order ID’s with Amazon Customer Service Tool, increase in FCR by quick links project,
decrease in non FCR by reducing timelines of auto close window for tickets
Remarkably drove process improvements within Employee Services Team through ACES, Gemba walks and made a share point
for ideas submission for associates
Proved talent in determining customer (HRBPs) impacting issues like FCR, Non-FCR, hyperlinking employee ID’s with the people soft
tool with solutions towards them
Functioned as a Site POC for Employee Services ACES Team (Amazon Customer Excellence System)
Proficient in collaborating closely with stakeholders (Legal, PR, High Ranking Program, Technical & Software Leaders and
Compliance Teams) for resolving influencer escalations like Sonakshi Sinha (Bollywood Actress) and Union Minster, Babul Supriyo
(Union Minister, India)Escalation addressed to Customer Escalations on behalf of CEO (Jeff Bezos) and India VP (Amit Agarwal)
Utilized 5 why methodologies for ensuring that the issue escalated, for example health products causing harm to customers is not
recurring
Demonstrated excels in providing online email support to North America customers on different Amazon digital products like
Amazon Instant Videos and App Store for android &software downloads

PROFESSIONAL EXPERIENCE
Team Management:
Analysing complex situations, developing associated action plans and leading cross-functional teams of customer service,
technical support, social media, CEO VP Escalations and HR services
Analysing customer interaction results to manage team's performance & improvements to servicing model
Providing clarity around priorities and goals for entire functional area
Interacting with sr. management for reporting while working with other peers for strategy development & execution planning
Communicating financial and goal results and key performance indicators to direct reports
Communicating team goals and identifying areas for new training or skill checks
Addressing team member questions, helping with problems, and overseeing team member work for quality
Conducting team meetings to update members on best practices and continuing expectations
Generating and sharing comprehensive and detailed reports about team performance and mission-related objectives
Leading discussions on process improvement and implementing changes to existing work streams
Keeping senior management informed of client issues and their progress, highlighting client concerns/complaints

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 Creating an inspiring team environment with an open communication culture, recognizing high performance & reward
accomplishments
Encouraging creativity and risk-taking while suggesting & organizing team building activities

Project Management:
Coordinating internal resources and Amazon stakeholders for the flawless execution of multiple projects
Ensuring that all projects are delivered on-time, within scope.
Assisting in definition of project scope &objectives, involving all relevant internal stakeholders and ensuring technical feasibility
Ensuring resource availability and allocation
Developing a detailed project plan to monitor and track progress
Managing changes to the project scope, project schedule.
Measuring performance using appropriate project management tools and techniques
Creating and maintaining comprehensive project documentation
Meeting with clients to take detailed ordering briefs and clarify specific requirements of each project
Delegating project tasks based on junior staff members' individual strengths, skill sets, and experience levels
Tracking project performance, specifically to analyze the successful completion of short and long-term goals
Developing comprehensive project plans to be shared with Amazon internal stakeholders and senior leadership as well as
other staff members

Escalation Management:
Identifying, analysing &initiating escalation process in an organization based on escalation criteria specified by organization
Coordinating with customers for developing an escalation management plan, adding resources for escalation process if required
Initiating hierarchical escalation process, including senior authorities and asking for their support, if the need arises
Updating and maintaining escalation process records at each stage, updating the same in management data, and
reviewing and adjusting the escalation process accordingly
Informing customer about the escalation performance metrics, reviewing the root cause of escalation for improving the
escalation procedures, and maintaining compliance with the corporate and regional escalation policies
Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the
monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
Ensuring customer is heard throughout escalation process
Establishing correct expectations, enforce relief and resolve through effective communication
Analysing and monitoring customer Problem Reports (PR’s)
Identifying, managing and recording escalation trends while evaluating escalation performance metrics
Reviewing & identifying root cause for all escalated service requests and using this information to improve continuously
Collaborating with other workgroup teams to train using process and procedures based on historical experience

Customer Service:
Owning relationship with assigned clients including managing on-boarding, implementation, training, increasing adoption,
ensuring retention & enhanced customer satisfaction
Communicating effectively with both internal and external senior-level management to understand customer needs,
maximizing retention and growth, and communicate learning
Ensuring implementation of customer-oriented operations strategy
Reviewing customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues
Expanding upon existing Customer Success Dashboards and partner with Customer Success Team to improve processes and
tracking mechanisms across all segments of the business
Improving reporting processes to gather on deeper insights on customer renewal probability
Partnering cross functionally to refine Customer Health Score to more accurately identify customers at risk of non-renewal
Partnering with technology team for delivering strategy that simplifies client engagement activities
Providing key input on best practices that drive more efficient and meaningful client experiences
Developing & creating KPIs for performance monitoring and quality measurement purposes
Driving changes necessary to improve operating efficiency and organizational effectiveness of the Service Excellence Team

EDUCATION

MBA (HR & Marketing) from

2002 Intermediate from St. Marys B.Com. from Anwar Uloom, 2008
College, Himayath Nagar
2006 Osmania University
Hyderabad Presidency P.G.
college, Osmania University

Languages Known: English, Hindi, Urdu and Arabic

Address: Hyderabad, India

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