Akram Ullah Khan Mohammed
Skokie,IL
Summary
Accomplished Subject Matter Expert and Customer Service Representative at Amazon Development Center, adept in training and mentoring with a strong customer focus. Leveraged analytical skills and creativity to enhance service quality, leading to actionable insights for continuous improvement. Excelled in fostering customer relationships and teamwork, significantly contributing to operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Amazon Development Center
03.2020 - 08.2021
- Serve as the subject matter expert for customer service processes, providing support to both internal teams and customers on complex issues.
- Develop and deliver training sessions for new hires and ongoing coaching for existing team members to enhance performance.
- Collaborate with other departments (e.g., product, IT, sales) to provide solutions and address customer concerns.
- Managed approximately 18 members in team.
- Analyze customer feedback and trends to identify areas for service improvement and provide actionable insights to leadership.
- Manage escalated customer complaints, ensuring resolutions are effective and aligned with company policies.
- Maintain knowledge of current customer service technologies and best practices, sharing expertise to drive operational efficiency.
- Contribute to the creation and update of knowledge base articles and FAQs, ensuring accuracy and consistency.
Customer Service Representative
Amazon Development Center
10.2018 - 03.2020
- Respond to customer inquiries via various channels (phone, email, live chat, social media).
- Provide accurate, valid, and complete information by using the right methods or tools.
- Resolve customer complaints and concerns in a timely and efficient manner.
- Handle inquiries related to products, services, billing, and technical issues.
- Troubleshoot and resolve issues such as technical problems, service disruptions, or product defects.
- Escalate unresolved issues to higher-level staff or departments as necessary.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- Process orders, refunds, or exchanges according to company policies.
- Assist customers with placing, tracking, or modifying orders.
- Verify customer information and update records accurately in the company database.
- Build positive relationships with customers through consistent communication and excellent service.
- Offer solutions to prevent customer dissatisfaction and churn.
- Ensure that customer service standards and company policies are followed at all times.
- Collect and analyze customer feedback to help improve service quality.
- Assist in the development of customer service improvement initiatives.
- Collaborate with other departments (e.g., sales, technical support, billing) to resolve complex customer issues.
- Share customer insights and feedback with relevant teams to improve product offerings or service delivery.
- Participate in team meetings, sharing best practices and discussing challenges.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Master of Science - Software Engineering
Lewis University
Romeoville, IL05-2023
Skills
- Training and mentoring
- Strong analytical skills
- Customer focus
- Creative solutions
- Time management
- Teamwork and collaboration
- Quality assurance
- Audit reporting
- Team collaboration
- Customer relationship management
Certification
- Cisco Certified Network Associate (CCNA) - Cisco Systems.
- Fundamentals of Digital Marketing - Google
Committed to work
This certificate was presented by Ashish Mittal Sr Site Lead - CS Operations.
Timeline
Subject Matter Expert
Amazon Development Center
03.2020 - 08.2021
Customer Service Representative
Amazon Development Center
10.2018 - 03.2020
- Cisco Certified Network Associate (CCNA) - Cisco Systems.
- Fundamentals of Digital Marketing - Google
Master of Science - Software Engineering
Lewis University
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